Sonova
Contact Centre Team Lead
This job is now closed
Job Description
- Req#: 161590
- Lead, coach, and support contact centre agents to achieve daily and monthly performance targets
- Monitor inbound and outbound call queues to ensure service level expectations are met
- Provide real-time guidance, feedback, and escalation support to agents
- Support onboarding, training reinforcement, and ongoing development of team members
- Monitor individual and team performance metrics including productivity, adherence, and quality
- Assist with outbound calling campaigns and ensure agents are aligned with current priorities
- Support call routing and queue adjustments based on call volume and clinic needs
- Communicate operational updates and changes to ensure accurate customer handling
- Act as a point of contact for workflow issues, system questions, and operational escalations
- Collaborate with leadership and operations teams to support contact centre objectives
- 2+ years of call centre or contact centre experience (required)
- Previous experience as a Team Lead, Senior Agent, or Supervisor preferred
- Experience working with inbound, outbound, or blended call environments
- Strong communication, coaching, and organizational skills
- Ability to manage competing priorities in a fast-paced environment
- Combination of education and experience may be considered
- Remote/home office environment
- Ability to work with call centre systems, CRM platforms, and reporting tools
- Schedule flexibility to support operational needs
- Ability to communicate effectively with team members and internal partners
- Competitive Salary and attractive incentives
- Company issued laptop and office equipment
- Full benefits package on Day 1
- Monday – Friday working hours (9am-5pm local time)
- Professional development programs
Are you an experienced call centre professional who enjoys leading teams and driving performance?
If so, we think you belong here at Connect Hearing as a Contact Centre Team Lead!
What you will do
The Contact Centre Team Lead supports the day-to-day leadership and operational performance of a team of contact centre agents. This role focuses on coaching, real-time call centre support, and ensuring efficient call handling aligned with clinic operations.
This is a remote, home-based role open to applicants across Canada.
Responsibilities
Qualifications
Requirements
What you get in return:
Career growth and development opportunities!
Who we are
Connect Hearing Canada is one of the strongest networks of hearing care clinics across Canada and is part of the Sonova family of brands. We’re passionate about making a difference in the lives of our clients and transforming hearing health. We offer a competitive compensation package, professional development opportunities, and a supportive workplace.
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#ConnectHearingCanadaAbout the company
Sonova Holding AG is an internationally active Swiss company headquartered in Stäfa that specializes in hearing care solutions.
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