Leader d’équipe Service Client – Voyage & Tourisme

VOXDATA•Montreal, QC

12d•Hybrid

About The Position

This role requires full professional fluency in English. Language proficiency will be assessed during the selection process. Why join Qualfon Working at Qualfon is choosing more than just a job. It's joining a structured and human-centered organization where people are truly invested in. From the moment you start, you'll be in an environment that values support, clear objectives, and continuous growth. With internal tools focused on well-being, skill development, and learning, you'll have a framework to strengthen your leadership and advance your career long-term. At Qualfon, we believe success comes from support, training, and internal advancement. Your potential is recognized and encouraged. Position Overview As a Team Lead – Operations and Customer Experience, you will play a central role in coaching and developing a team of agents who support customers through various communication channels (inbound and outbound calls, emails, chat). You will be a point of reference for quality, performance, and leadership, while actively contributing to operational initiatives, new activity setups, and program ramp-up periods.

Requirements

Minimum of 2 to 3 years of experience in a supervisory, team management, or equivalent role.
Experience in a call center or BPO environment is a significant asset.
Demonstrated experience in managing multiple lines of business.
Strong skills in coaching, performance monitoring, and documentation.
Perfect bilingualism in French and English, both spoken and written.
Experience with teams operating in inbound, outbound, email, and chat.
Ability to thrive in a structured, fast-paced environment.
Excellent problem-solving and decision-making skills.
Leadership, professionalism, and reliability.
Stable and consistent career path (important criterion).

Nice To Haves

Experience in a call center or BPO environment.

Responsibilities

Coach and motivate a team of agents to achieve quality and performance objectives.
Ensure individual follow-up, documentation, and implementation of improvement plans.
Supervise multiple lines of business (LOBs) within the program.
Manage operations across different channels including inbound, outbound, email, and chat.
Actively participate in training, ramp-ups, and operational launches.
Analyze performance indicators and propose concrete improvement actions.
Maintain a structured, engaging, and positive work environment.
Collaborate closely with management teams and program stakeholders.

Benefits

Full training program offered upon hiring.
Structured coaching from the start of employment.
Access to continuous training and skill development paths.
Concrete opportunities for professional advancement.
Support for work-study balance when possible, including online training options.
An organized, collaborative, and respectful environment.
Diverse and inclusive teams.
Real internal growth prospects.
Tools adapted to support your personal and professional development.
A culture that values learning, mentorship, and long-term progression.