Call Centre Supervisor

Looking for a leadership role where your skills help deliver exceptional customer experiences and open doors to future opportunities across Trans Global Service, The Brick, and LFL Group?

WELCOME HOME!

About Trans Global Service

• Lead, coach, and support a team of call centre agents to deliver consistent, high-quality customer service
• Train and onboard new hires, ensuring successful ramp-up and ongoing development
• Monitor KPIs and provide regular coaching and feedback to improve individual and team performance
• Manage daily service levels, queues, and workflow to meet operational and customer expectations
• Handle escalated customer and store issues to ensure timely and professional resolution
• Identify service challenges and improvement opportunities; collaborate with leadership on process and training enhancements
• Support inbound and outbound calls during peak periods as needed

Operational Leadership Responsibilities

• Develop and maintain agent schedules to ensure adequate staffing levels and achievement of service targets
• Process payroll and review timesheets to ensure accurate and timely compensation
• Coordinate vacation requests, leaves of absence, and shift changes while maintaining operational requirements
• Prepare performance reports and support service level reviews (internal and customer-facing)
• Act as a key liaison between customers, internal teams, and field service operations

• 1+ year of call centre or customer service experience required
• Previous leadership, senior agent or coaching experience preferred
• Strong communication skills (verbal and written)
• Ability to coach, train, and develop employees in a fast-paced environment
• Strong problem-solving skills and ability to manage competing priorities
• Experience working with performance metrics and driving team results
• Proficiency with MS Office and call centre systems
• Flexibility to support some Saturday shifts on a rotational basis
• Bilingual (English/French) is a strong asset

• A flexible and comprehensive benefits package, including paid vacation, extended health/medical, dental, vision care, life and disability insurance, RRSP matching, subsidized transit passes and an on-site gym.
• Work-life balance: our call centre is open Monday–Friday 7am – 5pm and Saturdays 7am – 3:30pm. This role is primarily weekday shifts with one Saturday per month on a rotational basis.
• Modern workspace: brand-new office in NW Edmonton with natural light and collaborative spaces.
• Career Growth: TGS opens a multitude of future career opportunities, both inside TGS as well as at The Brick and other LFL Group divisions. 
• Employee discounts on TGS services, Brick products and with partner companies such as mobile phones, fitness centre, insurance, hotels, car rentals, auto service and many more.
• Free Parking: on-site parking for your convenience.
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Trans Global is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment, application, and selection process. If you require an accommodation at any stage of the process, please let the hiring manager know or reach out to hrhires@thebrick.com