About Company:

For over 115 years, Leon’s Furniture Limited (LFL Group) has been helping Canadians create homes they love. Founded in 1909 in Welland, Ontario, Leon’s has grown from a single furniture store into one of Canada’s largest and most respected retailers, serving customers in communities across every province.

Today, LFL Group is a proudly Canadian organization with a portfolio of trusted retail brands and businesses, including Leon’s Furniture, The Brick, Appliance Canada, TransGlobal, Midnorthern Appliance, and The Brick Mattress Store, along with a network of distribution, transportation, and corporate operations that support millions of customers nationwide.

Our continued success is built on the dedication of our people. We are committed to creating an inclusive workplace where every associate is treated with respect, provided with equal opportunities to grow, and supported through competitive compensation, comprehensive benefits, and ongoing career development.

As one of Canada's leading retailers, we continue to invest in our people, our brands, and our future. While the retail landscape continues to evolve, LFL Group remains focused on innovation, exceptional customer experiences, and building long-term careers for talented individuals who share our passion for excellence.

Whether you're just starting your career or looking for your next opportunity, you'll find a place to grow, make an impact, and be part of a company with a proud Canadian legacy and an exciting future.

About the Role:





The TGS Installations Team Lead plays a critical role in supporting and advancing the customer service journey of Trans Global Service Installations. This position is responsible for delivering high-quality customer service support, training and coaching call center agents and providing assistance to agents and customers and their various requests and needs through phone and email. The role requires an understanding of customer service standards and the ability to apply effective coaching and leadership to the call center installation team.

The TGS Installations Team Lead will collaborate closely with cross-functional teams to drive innovation and continuous improvement in service delivery. Ultimately, this position contributes significantly to the company’s reputation for excellence and client satisfaction by ensuring phone support in both inbound and outbound is executed with the customers best interests in mind.

Minimum Qualifications:

- High School Diploma or equivalency
- MA minimum of 2 years experience in a call center, retail, or equivalent industry setting
- Proven ability to coach and lead a team
- Solid analytical and problem-solving skills with attention to detail.
- Excellent communication skills, both written and verbal.

Preferred Qualifications:





- Bilingual (English and French)
- Experience working within the Canadian market or familiarity with call center environments
- Proficiency with computers and software use.
- Demonstrated leadership experience in a team environment.
- Knowledge of industry-specific details.

Responsibilities:

- Manage a team of call center agents
- Conduct detailed call review and live coaching of inbound and outbound calls
- Collaborate with internal teams and external stakeholders to facilitate effective communication and service delivery.
- Identify opportunities for process improvements and implement best practices to enhance operational efficiency that drives improved the customer service journey.
- Provide mentorship and guidance to team members, fostering a culture of learning and development.

Skills: The required and preferred skills are integral to the daily functions of the TGS Installations Team Lead. Analytical skills are used to review and coach phone calls for improved service experience. Strong communication skills facilitate clear and effective interactions with customers, stakeholders and team members, ensuring alignment and transparency.

Software proficiency enables the Associate to organize tasks, manage timelines, and coordinate resources efficiently. Leadership and mentoring skills help in developing staff and fosters a team-oriented team environment. Additionally, proficiency with technical tools and software supports the execution of service with accuracy and innovation.

📌 TGS Associate, Sr (Edmonton)
🏢 Trans Global
📍 Edmonton