Contact Centre Team Lead

Contact Centre Team Lead – Lead From the Front, Not From Behind a Desk
This role may also be known as: Customer Service Team Lead, Contact Centre Supervisor, Customer Experience Team Lead
A hands-on Contact Centre leadership role in Calgary's Quarry Park for someone who wants to coach and take calls, not just supervise.
You still take calls, still solve the tough ones, and still know every technician on the schedule by name.
You set the tone for the floor in real time, not from a dashboard three steps removed from the action.
This is leadership built for someone who never wanted to fully leave the front line behind.
If you have ever been frustrated by supervisors who disappear into meetings while the queue backs up, this role was built for someone like you. You will spend your shift doing the real work alongside your team — booking appointments, resolving escalations, answering the phone — while also coaching, directing, and unblocking the people around you in real time.
This Contact Centre supports large-scale utility service programs across Canada, which means the work carries real stakes: gas and water meter exchange programs that keep essential infrastructure running for municipalities and utility clients. Every call you take and every technician you help schedule has a visible, immediate impact on the ground, not an abstract one.
Why This Opportunity Is Different
Working leader, not a hands-off manager: you are on the phones and the floor every shift, not just reviewing reports after the fact.
Direct line to Operations: you coordinate daily with Dispatch, Field Supervisors, and the Director, Projects & Services, giving you visibility most Team Lead roles do not offer.
Real coaching runway: live call observation, daily huddles, and onboarding responsibility give you an actual say in how the team develops.
Built for someone who wants both worlds: the satisfaction of solving customer problems directly and the influence of shaping how a team performs.
What You'll Be Doing
Leading the daily operation of the Contact Centre during your assigned shift, including floor support and real-time coaching for Customer Service Representatives
Handling inbound calls during peak periods and completing outbound appointment booking, confirmation, reminder, and follow-up calls
Resolving customer concerns and escalations, and coordinating appointment changes with field operations
Monitoring call queues, staffing levels, and service level targets throughout the day
Conducting daily team huddles, coaching through live call observation, and supporting onboarding and training of new hires
Reviewing call notes and booking accuracy, and flagging recurring operational issues to management
Tracking daily metrics: call volumes, answer times, booking targets, appointment utilization, and service quality
Coordinating with Dispatch and Field Supervisors to support technician schedules and ensuring clean shift handovers
What We're Looking For
Minimum 2 years of Contact Centre experience
Previous experience leading or mentoring employees in a customer service environment
Strong customer service and conflict resolution skills, with excellent verbal and written communication
Strong organizational and multitasking ability in a fast-paced, high-volume environment
Solid computer skills, including experience with CRM or scheduling systems
Ability to make sound operational decisions under pressure
Previous supervisory or Team Lead experience, utility or municipal services background, workforce scheduling or dispatch experience, and bilingual English/French skills are all considered assets
Compensation & Work Model
This is an hourly, permanent full-time position with pay based on experience; full details will be discussed during the screening process. The role is on-site with rotating scheduled shifts between 8:00 AM and 11:00 PM, Monday through Sunday, including weekends as required.
Location & Travel
This position is based on-site at Quarry Park in Calgary, AB.
How to Apply
To apply or learn more, contact: [email protected]
About TAPP Workforce Solutions
TAPP Workforce Solutions is a specialized recruitment and workforce solutions firm supporting organizations across skilled trades, engineering, manufacturing, and professional services. We act as an extension of our clients' teams, delivering thoughtful, relationship-driven hiring solutions focused on long-term fit, performance, and retention.