Call Center Team Lead

Job summary

Oversee morning phone operations, manage team coverage and schedules, report on call performance, and handle overflow calls when needed. Process online leads, conduct outbound follow-ups, book consultations, and support escalated client inquiries throughout the day.

Job details

We are recruiting on behalf of a well-established, award-winning financial services firm in British Columbia known for its supportive, empathetic, and professional client care. We are seeking a high-energy, organized, and proactive Call Centre Team Lead to oversee our morning phone operations, manage a dedicated intake team, and maximize client appointment bookings. This is a critical role that ensures no prospective client is left waiting and that our team maintains peak operational efficiency every single day. If you are a natural leader who thrives in a fast-paced environment, excels at scheduling puzzle-solving, and brings a professional, empathetic touch to client communications, we want to hear from you. Key Responsibilities Morning Operations & Team Leadership (Primary Focus) Active Queue & Attendance Management: Monitor the morning live phone queues to ensure maximum coverage and that all incoming client calls are answered promptly. Agile Shift & Schedule Adjustments: Act as the first line of defense when team members call in sick; rapidly reallocate calendars and reschedule client consultations to alternative team members so no appointments are lost. Performance Reporting: Maintain, analyze, and deliver daily/weekly phone reporting metrics to tracking team performance, call volumes, and response times. Hands-on Support: Jump on the lines to personally handle overflow calls during peak periods or short-staffed windows to maintain service standards. Lead Conversion & Appointment Scheduling (Secondary Focus) Online Lead Management: Once morning logistics and post-lunch check-ins are stabilized, shift focus to processing incoming digital and online inquiries. Outbound Outreach: Actively follow up with online leads to answer preliminary questions and successfully book them into formal consultation slots. Ongoing Phone Support: Remain available to handle escalated client inquiries, step back onto the phones as time permits, and support the team as required throughout the day. Qualifications & Skills Experience: 2+ years of experience in a call centre, customer service team lead, intake coordination, or high-volume scheduling environment. Experience within professional or financial services is an asset. Scheduling Wizardry: Proven ability to manage complex calendars, react quickly to scheduling disruptions, and reallocate resources seamlessly under pressure. Communication: Exceptional verbal and written English communication skills. You must be comfortable managing sensitive client conversations with a high degree of empathy and professionalism. Tech Savvy: Proficient with CRM software (experience with platforms like HubSpot or Salesforce), phone queue reporting tools, and the Microsoft Office suite. Driven & Reliable: Strong organizational skills with a meticulous attention to tracking data and reporting metrics. What We Offer Competitive hourly wage/salary based on experience. Comprehensive benefits package. A stable, professional, and supportive office environment with genuine room for career growth.

What you’ll do

Oversee morning phone operations, manage team coverage and schedules, report on call performance, and handle overflow calls when needed. Process online leads, conduct outbound follow-ups, book consultations, and support escalated client inquiries throughout the day.

Requirements

Requires at least two years of experience in a call center, customer service leadership, intake coordination, or high-volume scheduling; professional or financial services experience is an asset. Candidates need strong scheduling, communication, organizational, and reporting skills, along with proficiency in CRM tools, phone queue reporting, and Microsoft Office.

Benefits

• Competitive Compensation
• Comprehensive Benefits Package
• Career Growth Opportunities
• Supportive Office Environment

Listed skills

• Appointment Scheduling · Preferred
• Performance Reporting · Preferred
• Organization · Preferred
• Attendance Management · Preferred
• Microsoft Office · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Call Center Operations
• Queue Management
• Attendance Management
• Shift Scheduling
• Calendar Management
• Appointment Scheduling
• Lead Conversion
• Client Communication
• Empathy
• Performance Reporting
• Data Tracking
• CRM Software
• Phone Queue Reporting
• Microsoft Office
• Organization

Job areas

• Customer Service & Support
• Management & Leadership
• Sales
• Finance & Accounting
• Administrative