Team Leader, TLIS Retail Customer Service

The primary focus of the Service Centre Team Leader is to deliver an exceptional customer experience by coaching, developing, and mentoring a team of Customer Experience Specialists, ensuring call monitoring, adherence to TAL customer practices, and maintaining a best-in-class quality score.

In addition, the role is responsible for collaborating with peers and the Head of Customer Service & Solutions - TAL Retail to continuously improve business practices through a high-performing culture, digital innovation, and process improvement. Combining strategic thinking with operational support, this position is regarded as the most critical operational function within the Customer Contact Team.

In this role you will:

• Lead the team’s daily, weekly, and monthly operating rhythm, including team huddles, coaching sessions, performance reviews, and development discussions.
• Monitor calls and provide constructive feedback to ensure quality and adherence to customer practices.
• Drive the transformation from a transactional contact environment to a relationship-based customer experience.
• Build and evolve team capability to deliver a best-in-industry customer experience.
• Manage escalations effectively, taking accountability for achieving mutually beneficial outcomes.
• Develop the skills and leadership potential of senior Customer Experience Specialists.
• Support the Contact Centre Manager with administrative tasks and initiatives that foster a high-performing culture.