We are looking for a motivated and energetic Customer Service Team Leader to join our new site opening in Toronto, Canada.

The Team Leader will be responsible for overseeing and leading a team of 10+ Customer Service Executives.


  • Train, assist, and mentor new employees in the department;
  • Provide team leadership to achieve identified performance metrics and targets;
  • Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
  • In collaboration with HR assist in the recruitment of new customer service agents;
  • Translate, implement and enforce company policies, procedures, and priorities;
  • Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved;
  • Conduct performance appraisals and feedback sessions as needed;
  • Delegate identified tasks as appropriate;
  • Handle escalations as needed;
  • Assist Operations Manager Customer Service;
  • Service hotel partners with process, inventory availability, rates, and special offers;
  • Resolve complaints/issues for both hotels and customers;
  • Perform quality processes; email, procedures, phone skills.


  • Associates Degree/Equivalent Job Experience required;
  • 1 year minimum supervising/leading a team of 8 or more people, in a call center/contact center; environment. MUST have prior call center supervisory experience;
  • Hotel/Hospitality/Internet/Travel Agency experience a plus;
  • Experience in a high-growth organization strongly preferred;
  • Must be available to work one weekend shift per week.


We are a performance-based company that offers career advancement and lucrative compensation, including bonus and stock potential. We also offer what is called the “Booking Deal” with competitive benefits.

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