Call Center Team Lead in Surrey

We are recruiting on behalf of a well-established, award-winning financial services firm in British Columbia known for its supportive, empathetic, and professional client care. We are seeking a high-energy, organized, and proactive Call Centre Team Lead to oversee our morning phone operations, manage a dedicated intake team, and maximize client appointment bookings. This is a critical role that ensures no prospective client is left waiting and that our team maintains peak operational efficiency every single day. If you are a natural leader who thrives in a fast-paced environment, excels at scheduling puzzle-solving, and brings a professional, empathetic touch to client communications, we want to hear from you.

Key Responsibilities

• Morning Operations & Team Leadership (Primary Focus)
• Active Queue & Attendance Management: Monitor the morning live phone queues to ensure maximum coverage and that all incoming client calls are answered promptly.
• Agile Shift & Schedule Adjustments: Act as the first line of defense when team members call in sick; rapidly reallocate calendars and reschedule client consultations to alternative team members so no appointments are lost.
• Performance Reporting: Maintain, analyze, and deliver daily/weekly phone reporting metrics to track team performance, call volumes, and response times.
• Hands-on Support: Jump on the lines to personally handle overflow calls during peak periods or short-staffed windows to maintain service standards.
• Lead Conversion & Appointment Scheduling (Secondary Focus)
• Online Lead Management: Once morning logistics and post-lunch check-ins are stabilized, shift focus to processing incoming digital and online inquiries.
• Outbound Outreach: Actively follow up with online leads to answer preliminary questions and successfully book them into formal consultation slots.
• Ongoing Phone Support: Remain available to handle escalated client inquiries, step back onto the phones as time permits, and support the team as required throughout the day.

Qualifications & Skills

• Experience: 2+ years of experience in a call centre, customer service team lead, intake coordination, or high-volume scheduling environment. Experience within professional or financial services is an asset.
• Scheduling Wizardry: Proven ability to manage complex calendars, react quickly to scheduling disruptions, and reallocate resources seamlessly under pressure.
• Communication: Exceptional verbal and written English communication skills. You must be comfortable managing sensitive client conversations with a high degree of empathy and professionalism.
• Tech Savvy: Proficient with CRM software (experience with platforms like HubSpot or Salesforce), phone queue reporting tools, and the Microsoft Office suite.
• Driven & Reliable: Strong organizational skills with a meticulous attention to tracking data and reporting metrics.

What We Offer

• Competitive hourly wage/salary based on experience.
• A stable, professional, and supportive office environment with genuine room for career growth.