Freelance Team Leader Manager / Key Account Manager – Call Center

This is a fully remote position, open to applicants in Canada.

📋 Description

• Supervise all client account activities, focusing on quality, performance, productivity, and client satisfaction.

• Manage and provide support to 2 to 3 Team Leaders.

• Ensure the fulfillment of operational and contractual goals, including KPIs and SLAs.

• Serve as the main client liaison for both operational and strategic issues.

• Develop and track continuous improvement initiatives.

• Deliver regular, structured updates to the Operations Director.

• Identify potential operational risks and suggest suitable solutions.

• Participate in process optimization and the enhancement of team skills.

⛳️ Requirements

• Extensive experience in managing teams within a call center or BPO setting.

• Demonstrated experience in key account management and overseeing multi-site, international operations.

• Strong leadership skills.

• Exceptional organizational, analytical, and interpersonal abilities.

• High orientation towards performance and service quality.

• English: native or fully bilingual proficiency (mandatory).

• French: professional working proficiency (both spoken and written).

🏝️ Benefits

• Competitive compensation for all employees.

• Opportunities for training and professional growth.

• Commitment to sharing prosperity across our regions.