Team Leader-Bilingual

Job Description


Team Leader-Bilingual

B2B Team Leader are responsible for a team’s performance, development, mentoring, and coaching, to meet and continuously improve both TTEC and client metrics. Team Leads primarily support a single client to meet/exceed client expectations, ensure billable hours are on track, and the team’s goals are attainable.

Team Leads responsibilities and expectations include, but are not limited to:

  • Focus on team performance; provide motivation and support to enhance engagement and success in attaining targets and goals.

  • Hold team accountable for meeting all performance indicators/metrics using reporting tools, such as Kronos and Empower, scheduling team meetings, one-on-ones, and monitoring calls.

  • Available for support for associate questions, issues, and customer escalations.

  • Ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition.

  • Lead staff in accordance with policies and procedures of TTEC.

  • Responsible to meet team productivity and quality goals.

  • Additional project and/or initiative work (if applicable) benefiting the program.

  • Ensuring good communication with managers and other team leads.

  • Monitor calls, gather information from Locus/Empower, analyze data, observe the process, and lead efforts to consistently improve each call and performance.

  • Challenge every aspect of the processes. Any recommended changes must be monitored and measured to ensure bottom-line impact to the process.

  • Ensure quality scores are meeting client requirements.


  • Bilingual in Portuguese/English speaker

  • Reside in Montreal, Canada

  • Strong verbal and written communication skills are required.

  • Six months experience and/or previous management experience is preferred.

  • B2B experience

  • Previous coaching experience is an asset.

  • High customer service orientation.

  • Working knowledge of computer applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos, or ability to learn technology quickly.

  • High level of integrity, honesty, and judgment are required.

  • Must have the ability to manage multiple, complex, on-going tasks and/or projects.

  • Able to problem solve and system troubleshoot.

  • Ability to lead and partner successfully.

  • Proficient English, both written and verbal skills.

  • Open, honest, enthusiastic, and empathetic manner when dealing with people

  • Strong attention to detail and desire to follow procedures.

  • Ability to work flexible shifts.

Notice to external Recruiters and Recruitment Agencies : TTEC (formerly TeleTech) does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC (formerly TeleTech), and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC (formerly TeleTech).

Job: Operations / Business Support

Title: Team Leader-Bilingual

Location: CAN-Quebec-Montreal

Requisition ID: 034SN


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