Team Manager – Retention & Escalations – Team Lead, Call Centre

Our client offers technical services to customers across Canada. 
The Call Centre Team Manager will directly supervise a team of 15, in the Customer Solutions inbound call centre (Retention), who handle escalated inquiries generated by phone, email and/or written correspondence. He/she will be responsible for managing, coaching, motivating and developing the front line team members whose primary goal is to attempt to retain customers who have expressed an interest in cancelling their service through education, identifying and addressing needs/concerns and when required, devising a plan of action that offers a mutually beneficial resolution within the contractual limitations and company policies. He/she will address complaints with the goal of increasing satisfaction and securing renewals or saves. At all customer touch points, the Customer Solutions Team Manager will ensure an outstanding customer experience is being delivered through professional, courteous and supportive conduct.

  • Provide leadership, coaching, and performance management for direct reports.
  • Coach using call monitoring and side by side observations with team members and provide feedback to improve performance. Document the results and review the information with leadership on the individual’s strengths and opportunities. Recommend ways to improve performance – both at an individual and team level.
  • Ensure team can provide the highest level of quality customer service and customer support for all products and services
  • Handle difficult or escalated customer issues, ensuring concerns are resolved and effectively communicated in a timely and professional manner
  • Escalate key business or technical issues to management team and lead communication across other departments
  • Work with other departments (Marketing, Sales, Service) to promote long term change that drives our customer experience and increased saves rate
  • Ensure issues are resolved in a timely manner and that the team communicates with a unified message and approach, and in a professional manner
  • Assist and coach the team to assist customers in resolving issues and implement solutions
  • Assist with the development of the strategic plan/goals for the department through the ongoing evaluation of processes, policies and procedures and subsequently recommending changes when/where appropriate
  • Hiring, training, motivating and managing team member performance

Required Skills and Knowledge:

  • Exceptional at people management including coaching direct reports
  • Customer facing with the ability to work with a broad range of audiences
  • Outstanding verbal and written skills
  • Understanding of call center principles and theory: forecasting, staffing, workload, queuing theory, and real-time management
  • Ability to quickly build relationships and establish rapport
  • Excellent organizational, administrative and analytical skills
  • Ability to work under pressure in a high volume environment
  • Intermediate proficiency with MS Office (Outlook, Word, Excel, PowerPoint)
  • Must be available to work evenings and weekends

Education and Experience:

  • 2 – 5 years of supervisory experience
  • Previous retention experience preferred
  • Highly experienced with customer escalations and able to effectively manage multiple escalations concurrently

Working Hours:  Tuesday – Friday 11:30am-8pm, Saturday 9am-5pm
Application Instructions: 
To apply, please send a resume to Shannon Terpstra at
Summit Search Group is a fair and equitable search firm. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.

Job ID


Cambridge, ON



Categories:    Sales    Sales Management   

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Position Applying For:

Team Manager – Retention & Escalations – Team Lead, Call Centre

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