Call Centre Supervisor

About the role

Trans Global Service (TGS) is seeking a Call Centre Supervisor to lead a team that provides appliance repair and customer support for LFL Group customers across Canada. This hands‑on leadership position involves coaching agents, onboarding new hires, and ensuring high‑quality service in a fast‑paced environment.

Key responsibilities

• Lead, coach, and support a team of call centre agents to deliver consistent, high‑quality customer service.
• Train and onboard new hires, monitor their ramp‑up, and provide ongoing development.
• Monitor KPIs, give regular feedback, and drive improvements in individual and team performance.
• Manage daily service levels, queues, and workflow to meet operational and customer expectations.
• Handle escalated customer and store issues, ensuring timely and professional resolution.
• Develop and maintain agent schedules, process payroll, and review timesheets.
• Coordinate vacation requests, leaves of absence, and shift changes while maintaining coverage.
• Prepare performance reports and support service‑level reviews.

Required profile

• Minimum 1 year of call‑centre or customer‑service experience.
• Previous leadership, senior‑agent, or coaching experience preferred.
• Strong verbal and written communication skills.
• Ability to coach, train, and develop employees in a fast‑paced environment.
• Excellent problem‑solving skills and ability to manage competing priorities.
• Flexibility to work some Saturday shifts on a rotational basis.
• Bilingual (English/French) is a strong asset.

Required skills

• Proficiency with MS Office.
• Experience with call‑centre systems.

What we offer

• Flexible and comprehensive benefits package, including paid vacation, extended health/medical, dental, vision, life and disability insurance, and RRSP options.