Job Summary
Team Leader – Canada Bilingual – ASC Support - Job Description: Skill Sets and Qualifications Role Purpose The Team Leader is responsible for managing day-to-day ASC support operations for English and Quebec French bilingual team. Ensuring consistent service delivery, SLA adherence, ticket quality, team productivity, coaching effectiveness, and strong alignment with client and internal stakeholders. Key Responsibilities Lead day-to-day operations for ASC support teams across voice, back-office, alerts, alarms, ticket fulfilment, and related support queues. Monitor performance against SLA, productivity, quality, documentation hygiene, attendance, schedule adherence, and customer experience expectations. Provide real-time support, guidance, and escalation direction to L1 and L1.5 resources to improve first-time-right outcomes. Conduct regular coaching, feedback discussions, huddles, and 1:1 connects to strengthen communication, troubleshooting, process compliance, and ownership. Review ticket quality and follow up on documentation gaps, aging tickets, repeat contacts, escalations, and unresolved issues requiring management attention. Coordinate with Quality, Training, L1.5, L2, client teams, and internal stakeholders to resolve operational issues and reinforce process changes. Support staffing governance, shift coverage planning, leave management, cross-skilling, backup readiness, and business continuity requirements. Track team capability through PKT scores, quality trends, refresher training needs, and coaching effectiveness. Prepare and share operational updates, performance summaries, action item status, and risk highlights with management and client stakeholders as required. Identify recurring issues, process gaps, knowledge gaps, and automation or improvement opportunities to support service stability and continuous improvement. Core Skill Sets Strong people management and team leadership skills with the ability to motivate, coach, and hold team members accountable. Strong command over service desk, contact center, or operations support processes, including ticket lifecycle, escalation protocols, and SLA management. Excellent verbal and written communication skills for client updates, stakeholder coordination, team briefings, and professional documentation. Ability to analyze operational data, quality trends, repeat issues, escalation patterns, and productivity results to drive corrective actions. Customer-centric mindset with focus on empathy, ownership, responsiveness, and consistent customer experience outcomes. Ability to manage pressure in a 24x7 support environment, including shift coverage gaps, high-volume intervals, urgent escalations, and service continuity risks. Working knowledge of quality frameworks, audit feedback, refresher training inputs, PKT tracking, and performance improvement planning. Proficiency in Microsoft Office tools, reporting, dashboards, ticketing systems, and operational governance routines. Required Qualifications and Experience English and Quebec French bilingual capability and communication proficiency required. 4–6 years of experience in service desk, contact center, technical support, operations support, or managed services environment. Minimum 1–2 years of experience in a team lead, senior agent, SME, floor support, or supervisory role is preferred. Experience managing frontline teams in a rotational shift or 24x7 support model. Demonstrated ability to manage SLA, quality, productivity, attendance, coaching, and performance improvement plans. Experience coordinating with client stakeholders, internal delivery teams, QA, trai
Key Responsibilities
2. Ensure Retention Of Team Members Is Within The Agreed Norms
3. Improving Skill Level Through Self Development
4. The Individual Should Be Able To Manage, Motivate, Engage And Enthuse People To Take Them To The Next Level Of Achievement.
5. To Consistently Meet Or Exceed All Agreed Execution Parameters As Defined For The Process.