Team Leader

Lead a high-performing team at the heart of TAL’s Customer Contact function, where exceptional service and continuous improvement come together to support better outcomes for our customers. This role exists to inspire, coach and elevate a team of Customer Experience Specialists, ensuring every interaction reflects our commitment to care, quality and trust. By fostering a culture of performance, innovation and collaboration, you’ll play a key role in shaping how we serve customers today and evolve for tomorrow - making a meaningful impact on TAL’s purpose of protecting what matters most.

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