Customer Service Team Lead

Customer Service Team Lead, Telecommunications (Brampton, ON)

Are you a highly motivated and development-focused leader with a minimum of five years of supervisory experience in the telecommunications industry? Do you excel in delivering white-glove customer service and thrive in conflict resolution? Randstad, a global leader in talent solutions, is partnering with a prominent communication provider in the Greater Toronto Area (GTA) to find an exceptional Customer Service Team Lead for a permanent, hybrid role in Brampton, ON.

This pivotal Customer Service Team Lead position, sometimes referred to as a CSR Manage, Team Manager, places you at the forefront of customer relations, acting as the main point person for high-value client support for a small, specialized team of 3-5 direct reports. You will oversee the daily operations, ensuring exceptional, consistent customer experiences , managing sales growth , and handling key customer escalations. This is more than a management role—it is the face of a critical client program , demanding a strong work ethic, positive outlook, and a leadership style centered on development and autonomy.

As a specialist in Randstad Professional talent solutions, we recognize this role falls within the customer care specialization, a field where expert leadership drives brand loyalty and business success. This position offers a competitive salary range of $70,000 to $80,000 , group benefits after three months, and two weeks of vacation. While the primary language of business is English, bilingualism is strongly preferred and is considered a very strong asset, especially to assist in the design and translation of bilingual sites and to oversee bilingual support services. This is a unique opportunity to secure a long-term customer care leadership role in the high-demand telecommunications sector.

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Advantages

Permanent, full-time employment with a competitive annual salary of $70,000 to $80,000.

Hybrid work model offering flexibility with 2 days from home.

Comprehensive total package including group benefits after 3 months and 2 weeks of vacation.

Opportunity to lead a small, high-impact customer care team and be the "face" of a vital client program.

Work in a development-focused, positive culture that discourages micromanagement.

Responsibilities

Lead, mentor, and retain a high-performing tele-sales team of 3-5 direct reports, promoting a consumer-focused, customer-first mindset.

Serve as the primary point of contact and escalation for preferred client support, delivering a consistent and superior white-glove service experience.

Oversee day-to-day team operations, monitor key performance indicators (KPIs), and manage corporate account assignments to maximize productivity and sales growth.

Master and maintain in-depth knowledge of all company and Rogers offers, promotions, and systems to effectively support the team and clients.

Manage conflict resolution and client retention, handling complex customer calls and ensuring adherence to company policies and order entry procedures.

Collaborate closely with the accounting and finance team on account collections and maintenance.

Support the training of new hires and customer service personnel, and provide feedback to leadership on trends and process improvements

Qualifications

Minimum of 5 years of experience in a supervisory or management capacity.

Direct and demonstrable experience within the telecommunications industry (telecom is ideal and must-have).

Post-secondary education and strong computer literacy (Word, Excel).

A proven track record as a very positive, highly motivated, adaptable, and self-starting individual with a strong work ethic.

The ability to be an escalation point and manage complex conflict resolution with a high level of customer satisfaction.

Summary

If you are an experienced and dynamic Customer Service Team Lead ready to take on a permanent, hybrid leadership role in the telecommunications sector in Brampton, we want to hear from you. Randstad Professional's recruiters are experts in the customer care field and are ready to guide you to your next successful career move. Leverage your telecom expertise and development-focused leadership to make a significant impact on our client's preferred customer program.

If this Customer Service Team Lead position isn't the perfect fit, reach out to our expert recruiters today to discover a wealth of other exciting job opportunities waiting for you.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.