Team Lead, BPO Services (Bilingual)

New Era Technology is seeking a motivated and organized Bilingual BPO Team Lead to support our growing operations team in Saint-Jean-sur-Richelieu.

This role is ideal for someone with team leadership, administrative, customer service, or contact center experience who is looking to expand their operational management skills in a fast-paced and collaborative environment.

As a Team Lead, you will oversee daily operations for a Parking Enforcement program while supporting service delivery activities across other customer service and contact center programs.

You'll have the opportunity to lead employees, improve processes, track performance metrics, and contribute directly to client success.

• →Participate in continuous improvement initiatives
• →Support special projects as needed
• →Perform other related duties as assigned

• Provide day-to-day support and guidance to employees
• Assist with onboarding and training new team members
• Promote a positive and productive team environment
• Help employees achieve quality and performance goals
• Support performance coaching and recognition activities

• Coordinate daily Parking Enforcement processing activities
• Monitor work volumes and ensure tasks are completed on time
• Assist with customer payment processing and record keeping
• Support document management, printing, scanning, and mailing activities
• Help maintain quality standards and operational accuracy

• Track operational metrics and team performance
• Assist with creating reports and PowerPoint presentations
• Update spreadsheets and operational documentation
• Support scheduling and workforce planning activities
• Participate in monthly client reporting processes

• Assist with office organization, supplies, and equipment management
• Coordinate shipping and receiving activities
• Help maintain inventory records
• Support general office operations and vendor coordination

• Fluent in both English and French (spoken and written)
• 2+ years of experience in a customer service, contact center, administrative, operations, or team lead role
• Previous experience leading, mentoring, or coaching employees
• Strong organizational and multitasking skills
• Excellent communication and interpersonal skills
• Strong Microsoft Office skills, particularly Excel, Outlook, and PowerPoint
• Ability to prioritize work and meet deadlines
• Ability to work onsite in Saint-Jean-sur-Richelieu three days per week

• Experience in a contact center, BPO, municipal, administrative, or customer service environment
• Experience tracking KPIs or performance metrics
• Familiarity with scheduling or workforce planning
• Experience using CRM or customer service software
• Experience with payment processing or cash handling
• Experience with Genesys or other contact center platforms is considered an asset

This hybrid position requires employees to work onsite in Saint-Jean-sur-Richelieu, Quebec, three days per week. Applicants must reside within reasonable commuting distance of the office.

• Fluency in French and English (spoken and written) is mandatory.
• Over 80% of New Era’s clientele is English-speaking.

Typically, Monday through Friday, standard business hours.

Minimal to none.