Call Centre Supervisor
About The Position
Looking for a leadership role where your skills help deliver exceptional customer experiences and open doors to future opportunities across Trans Global Service, The Brick, and LFL Group? As a Call Centre Supervisor at Trans Global Service (TGS), you will lead the daily operations of a call centre team focused on appliance repair and customer support. This is a hands-on operations leadership role responsible for coaching agents, onboarding new hires, managing schedules, and driving service performance in a fast-paced environment. This role is ideal for a call centre leader who is ready to take ownership of team performance, training, and day-to-day operations. Trans Global Service (TGS) is the service organization of LFL Group, Canada’s largest retailer of furniture, appliances, and electronics. With more than 300 team members across Canada, TGS provides appliance and furniture repair, installation, and assembly services for LFL customers, manufacturers, extended warranty companies and consumers.
Requirements
- 1+ year of call centre or customer service experience required
- Strong communication skills (verbal and written)
- Ability to coach, train, and develop employees in a fast-paced environment
- Strong problem-solving skills and ability to manage competing priorities
- Experience working with performance metrics and driving team results
- Proficiency with MS Office and call centre systems
Nice To Haves
- Previous leadership, senior agent or coaching experience preferred
- Bilingual (English/French) is a strong asset
Responsibilities
- Lead, coach, and support a team of call centre agents to deliver consistent, high-quality customer service
- Train and onboard new hires, ensuring successful ramp-up and ongoing development
- Monitor KPIs and provide regular coaching and feedback to improve individual and team performance
- Manage daily service levels, queues, and workflow to meet operational and customer expectations
- Handle escalated customer and store issues to ensure timely and professional resolution
- Identify service challenges and improvement opportunities; collaborate with leadership on process and training enhancements
- Support inbound and outbound calls during peak periods as needed
- Develop and maintain agent schedules to ensure adequate staffing levels and achievement of service targets
- Process payroll and review timesheets to ensure accurate and timely compensation
- Coordinate vacation requests, leaves of absence, and shift changes while maintaining operational requirements
- Prepare performance reports and support service level reviews (internal and customer-facing)
- Act as a key liaison between customers, internal teams, and field service operations
Benefits
- paid vacation
- extended health/medical
- dental
- vision care
- life and disability insurance
- RRSP matching
- subsidized transit passes
- on-site gym
- Employee discounts on TGS services, Brick products and with partner companies such as mobile phones, fitness centre, insurance, hotels, car rentals, auto service and many more.
- Free Parking
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
