Deloitte Operate Front Office, Contact Centre Team Leader

Date: Apr 11, 2025

Location: Multiple Locations, Canada

Job Type: Permanent
Work Model: Remote
Reference code: 129012
Primary Location: Halifax, NS

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future.

What will your typical day look like?

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring. Ratio of 1 to 15
• Monitor calls/interactions to effectively coach to positive and negative experiences
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum bi-weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered for our client meets our Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Deloitte values through both behavior and attitude, including being an advocate for team members

About the team

This is your opportunity to work in Operate at Deloitte. The Team Leader with Operate Next is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

Enough about us, let’s talk about you

• Proficiency in English is required; proficiency in French is considered an asset.
• Indigenous background is considered an asset.
• Highly motivated individual with a proven ability to develop and coach team members to meet performance goals.
• Demonstrated ability to work effectively under pressure and ensure completion of tasks.
• Excellent communication skills, both written and verbal.
• Strong leadership skills in multi-tasking, prioritization, and meeting deadlines on deliverables.
• Ability to mentor, coach, and provide clear direction to a team of employees.
• Willingness to work a flexible schedule.

Total Rewards

The salary range for this position is $52,000 - $78,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

At Deloitte, we encourage applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community.

By applying to this job you will be assessed against the Deloitte Global Talent Standards.