Team Lead, BPO Services (Bilingual)

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development.

Benefits

Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

Compensation

5 hours per week Join New Era Technology 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. HIERARCHY: The BPO Onsite Team Lead reports directly to the BPO Senior Manager who reports to the Customer Success Director who reports to the Executive Vice President CX Practice who reports to the Executive Vice President of Professional and Field Services division who reports to the Chief Executive Officer .

Responsibilities

Team Leadership: 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 Operations Support: 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 Reporting & Administration: 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 Office Coordination : Assist with office organization, supplies, and equipment management Coordinate shipping and receiving activities Help maintain inventory records Support general office operations and vendor coordination Additional

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

What We'Re Looking For

Required Qualifications

: 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

Preferred Qualifications

: Experience