Job Description
Job Title
Team Leader (French - speaking) – On-site
Responsibilities
- Ensure delivery of services meets contractual KPIs, quality standards, and financial targets
- Handle escalated customer issues and provide subject matter expertise
- Monitor attendance, work performance, and compliance with policies and legal requirements
- Analyze team metrics, identify root causes of attrition, and partner with leadership on retention strategies
- Implement corrective actions for performance issues, up to and including termination
- Communicate expectations, updates, and process changes effectively to staff
- Manage shift-wide projects to improve productivity, quality, and service processes
- Collaborate with clients to align on strategy, KPI performance, and service delivery
Qualifications
- Bilingual or proficient in French and advanced level of English
- Previous management exper...
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