Bilingual Call Centre Team Lead

Bilingual Call Centre Team Lead
emergiTEL | Confidential temporary opportunity | English and French
emergiTEL is recruiting a bilingual Team Lead or Supervisor to manage approximately 10 to 12 call centre agents supporting patient enquiries. The role combines task queue management, agent performance management, escalation support and administration.
Start and term: November 16, 2026; four months; 40 hours per week, with a possible extension.
Location: Fully remote, with no geographic restrictions. Equipment is required, with setup and delivery arrangements to be coordinated before starting.
Paid training: Approximately four to five weeks, 9:30 a.m. to 6:00 p.m. Eastern Time, plus approximately two hours on the telephony system and reporting.
Shift after training: 10:30 a.m. to 7:00 p.m. Eastern Time.
Compensation: Hourly pay to be discussed with your emergiTEL recruiter.

What you will do

• Lead and support 10 to 12 agents, setting clear priorities and performance expectations.
• Manage task queues, allocate work and follow up on outstanding activity.
• Monitor agent performance, provide coaching and follow through on improvement actions.
• Support escalated calls and involve the Manager where needed.
• Use the telephony system and run reports to monitor team activity.
• Communicate operational updates and complete day-to-day administration.
• Reinforce the service boundaries: agents provide approved product information and do not offer clinical support or recommend products.

What you will bring

• Full professional fluency in English and French, assessed through a live conversation.
• Experience managing call centre agents, with direct responsibility for performance management.
• Practical task queue management and examples of effective coaching and follow-through.
• Highly effective communication, strong administrative skills and attention to detail.
• Availability for the training schedule and the required 10:30 a.m. to 7:00 p.m. shift.

Interview process

Typically one interview, with a French-language assessment during the interview or a short follow-up call. This opportunity is confidential; please discuss it directly with your emergiTEL recruiter.