The Senior Lead, Installations Call Centre plays a key leadership role in supporting the day-to-day performance, efficiency, and service quality of Trans Global Service’s national installation call center.

This position provides operational leadership, guidance, and support to call center associates responsible for inbound and outbound customer communications, installation bookings, service coordination, and related inquiries. The Senior Lead helps ensure daily workflows are managed effectively, established service standards are consistently followed, and customer inquiries and operational challenges are addressed accurately and professionally.

The role is responsible for monitoring call center performance, conducting call reviews, coaching associates, supporting training and development, resolving escalated customer concerns, and identifying opportunities to improve productivity and service delivery. Working closely with management and internal operational teams, the Senior Lead also supports effective communication between the call center and our retail partners, customers and internal teams to help resolve scheduling challenges, address service issues, and maintain a consistent customer experience across the national installation network.

The successful candidate will combine strong communication and leadership skills with sound judgment, analytical thinking, and a practical understanding of call center operations. Through effective day-to-day coordination, employee development, and continuous improvement, the Senior Lead contributes to the successful delivery of installation services and the achievement of departmental performance objectives.

Minimum Qualifications:

- High school diploma or equivalent.




- Minimum of two years of experience in a call center, customer service, service coordination, or a related operational setting.
- Demonstrated experience providing team leadership, coaching, training, or day-to-day operational guidance.
- Strong verbal and written communication skills, with the ability to communicate effectively with customers, associates, management, and internal stakeholders.
- Proven analytical and problem-solving abilities, including the capacity to assess issues, identify root causes, and recommend practical solutions.
- Strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
- Demonstrated commitment to customer service, accuracy, professionalism, and accountability.
- Proficiency with computer systems and business applications, including the ability to learn and use scheduling, work order, call management, and reporting systems.
- Ability to work collaboratively across departments and support consistent service delivery within a national operation.

Preferred Qualifications:

- Experience in appliance installation, furniture assembly, home delivery, logistics, field service, or a related service-based industry.
- Experience supporting a multi-location or national call center operation.
- Experience conducting call quality reviews,



monitoring key performance indicators, and providing structured employee feedback.
- Familiarity with call center service levels, productivity measures, booking accuracy, workforce coordination, and quality assurance practices.
- Experience resolving escalated customer concerns and coordinating solutions across multiple departments.
- Experience supporting process improvement initiatives, workflow optimization, and the implementation of new procedures.
- Demonstrated ability to analyze operational reports and use performance data to support decision-making.
- Bilingual proficiency in English and French is considered an asset.

Key Responsibilities

1. Call Centre Operations & Performance

- Coordinate and support daily call center activities, including inbound and outbound communications, installation bookings, scheduling, work order processing, and customer inquiries.
- Monitor workloads, service levels, productivity, booking accuracy, and outstanding requests to ensure efficient workflows and consistent service delivery.
- Identify operational challenges, scheduling conflicts, and workflow inefficiencies, taking appropriate action to resolve or eliminate issues.
- Review performance reports and key performance indicators to identify trends, address service gaps, and support departmental objectives.
- Ensure associates follow established procedures, documentation requirements, service standards, and operational priorities.

2. Team Leadership, Coaching & Quality Assurance

- Provide day-to-day leadership, guidance, and operational support to call centre associates.
- Conduct call reviews, live coaching, and quality asse

📌 Senior Lead, Installations Call Center (Edmonton)
🏢 Leon's Furniture
📍 Edmonton