Contact Centre Team Lead

As a Contact Centre Team Lead at Tiffany & Co. in Toronto, you will lead a team to deliver exceptional client experiences across all contact channels, driving sales and fostering lifetime loyalty. You will be responsible for meeting commercial and client experience targets, while maintaining a focus on clients, people, and brand desirability.

• Lead the team to achieve sales and client experience goals.
• Communicate business goals clearly and motivate the team.
• Track team progress and identify opportunities for improvement.
• Hire, train, and retain top talent to ensure a winning team.
• Continuously coach and provide feedback to elevate client experiences.
• Monitor client experience quality and address gaps with action plans.
• Ensure operational consistency and identify best practices.
• Optimize team resource allocation to support client demand and sales.

• Minimum of 3 years of retail or luxury retail Contact Center experience.
• Proven track record in client relationship building and sales generation.
• Team management experience.
• Flexibility to work non-traditional hours, including weekends and holidays.
• Proficiency with Microsoft Office, Client tracking systems, and POS system.
• Authorization to work in Canada.
• College/university degree and proficiency in multiple languages preferred.