Bilingual Customer Service Team Lead

Are you a people-first leader with a passion for coaching, collaboration, and operational excellence? We are looking for a Bilingual Customer Service Team Leader to join a vibrant, customer-focused organization.

In this vital on-site role, you’ll oversee a dynamic team of frontline representatives, helping shape an exceptional customer journey while fostering a positive, supportive, and high-performing team culture.

Position Overview
Job Type: Full-Time, Permanent

Location: Winnipeg, MB (100% On-Site)

Required Availability: Monday to Friday, 7:30 AM to 4:00 PM CST

Start Date: Immediate

Advantages
Why You’ll Love This Role
Make an Impact: Be at the heart of shaping client experience and frontline operational excellence.

Lead & Inspire: Guide a motivated team, delegate daily tasks, and be a key player in day-to-day success.

Develop Talent: Coach, onboard, and empower team members through proactive feedback and performance mapping.

Comprehensive Benefits: Enjoy a competitive package including medical, vision, and dental coverage.

Peace of Mind: Access to an Employee Assistance Program (EAP) and short/long-term disability options.

Financial Future: Registered Retirement Savings Plan (RRSP) program options.

Perks: Paid training, ongoing professional development, and free on-site parking.

Responsibilities
Key Responsibilities
This position is responsible for the delivery of superior customer service by ensuring operations run effectively and efficiently. Primary functions include:

Team Leadership: Supervise overall call traffic, manage daily schedules, and ensure team adherence to policies and procedures.

Coaching & Development: Provide ongoing 1-on-1 and group coaching, training, and onboarding to help team members reach their full potential.

Escalation Support: Act as the primary point of contact for daily operations, resolving complex customer inquiries and escalated issues.

Performance Tracking: Monitor and audit team performance against quality metrics and KPIs; recommend performance action plans where needed.

Reporting & Analysis: Prepare, analyze, and present internal and external quality reports for management review.

Continuous Improvement: Track trends to identify training gaps, update training manuals/memos, and implement refresher training.

Coordinating emails donations and all deliveries to food banks.

Qualifications
What You Bring

Education: High School Diploma or GED equivalent.

Language: Must be fully fluent in both English and French (written and verbal).

Experience: Proven track record in a leadership, supervisory, or relevant project-based role (2+ years of contact center experience is preferred).

Skills: Exceptional listening, analytical, and conflict-resolution abilities with high emotional intelligence.

Technical Savvy: Experience utilizing contact center software and the ability to interpret complex KPIs to drive qualitative improvement.

Attributes: A positive attitude, a passion for mentoring others, and the ability to thrive independently or as part of a team.

Compliance: Must be able to successfully pass a standard 5-year background check.

Summary
How to Apply

If you are ready to take your leadership skills to the next level and join a company that values your voice and celebrates team wins, we want to hear from you.

Please submit your resume directly through our application portal to be considered for an immediate interview.

Bilingual Customer Service Team Leader - Winnipeg On Site

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.