Customer Engagement Team Leader (French Speaking)

About the role

The Customer Engagement Team Leader will oversee a group of advisors delivering service on a digital platform. You will motivate, coach and develop the team to meet both company and client performance targets while ensuring a high‑quality customer experience.

Key responsibilities

• Lead and manage a team of advisors to exceed customer expectations on a digital platform.
• Coach team members to achieve KPI targets, including sales conversion and quality scores.
• Monitor and manage performance through the company’s Performance Management and Quality frameworks.
• Handle escalated customer interactions and provide guidance during client workshops.
• Communicate updates, policies and training materials to the team via meetings and other channels.
• Ensure compliance with health & safety procedures and report incidents as required.

Required profile

• Minimum Grade 12 education.
• 2‑3 years experience in a team‑leader or supervisory role within a call‑center or customer‑service environment.
• Fluency in French and English.
• Strong understanding of digital customer engagement, quality monitoring and performance management.

Required skills