Posted 25 months ago
Team Leader, Contact Centre services
@ Ainsworth
Surrey, British Columbia
Overview
Ainsworth (a GDI company) is hiring a full-time Team Leader for its National Operations Support Centre contact centre. The role manages a team of Customer Service Representatives through daily direction, coaching, performance feedback, training and employee relations, while improving processes. The posting requires 2+ years as a contact centre Team Leader, works a 24/7/365 schedule with day or afternoon shifts plus rotating weekends, and offers benefits from day one.
Responsibilities:
- Direct daily communication for customer service calls and emails
- Host one-on-ones and team meetings
- Coach and evaluate customer service representatives
- Manage employee relations and discipline
- Maintain training and development plans
Requirements summary:
- 2+ years as a contact centre Team Leader
- Experience in a stressful, fast-paced environment
- Strong coaching and people-development skills
- Ability to handle demanding customers and escalations
- Bilingualism is an asset
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · jobvite
- Employer posting date
- 2024-10-10
- First seen by our source
- 2026-10-15
- Source record updated
- 2026-10-15
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Management experience | 2+ years |
| Manages people | Yes |
| Hours per week | 40 (estimated) |
| Schedule | day, evening, weekends |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Sitting and standing |
| Physical demands | physical low · computer high |
| Languages | English |
| Perks mentioned | Generous paid time off, Retirement plan, Performance bonus, Employee discount, Wellness |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Ainsworth
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
Our customers depend on their buildings, industrial assets, processes, and energy management, to help them meet competitive challenges. For over 75 years, customers across Canada and the United States have relied on Ainsworth as their single source partner for installing and keeping their assets safe, effective, and energy efficient. ERCA/EAS #7001379
- LinkedIn followers
- 33,587
- People associated on LinkedIn
- 1,773
- Reported office locations
- 131 Bermondsey Road, Toronto, Ontario M4A1X4, CA
- 3392 Wonderland Rd S, London, Ontario N6L 1A8, CA
- 100-2588 27 St NE, Calgary, Alberta, CA
- 3680 E 2nd Ave, Vancouver, British Columbia V5M 0A4, CA
- 18220-102 Edmonton Ave, Castor, Alberta T5S 1S7, CA
- 203 Lynndale Ct, Mechanicsburg, Pennsylvania 17050, US
- 131 Illsley ave, Dartmouth, Nova Scotia B3B 1T1, CA
- 3718 Mitchelmore Ave, Saskatoon, Saskatchewan S7P 0B9, CA
- 1560 McDonald St, Regina, Saskatchewan S4N 6M6, CA
- 766 Pandora Ave E, Winnipeg, Manitoba R2C 4S2, CA
- 1200 Avenue McGill Collège, Montreal, Quebec H3B 4G7, CA
- 1930 Rue Onésime-Gagnon, Montreal, Quebec H8T 3M6, CA
- 10 Centre Dr, Monroe, New Jersey 08831, US
- 185A St, Surrey, British Columbia V3S 7A4, CA
- 3057 Barons Rd, Nanaimo, British Columbia V9T 3Y6, CA
- 759 Evett St, Sarnia, Ontario N7S 5N3, CA
- 880 Farewell St, Oshawa, Ontario L1H 6N6, CA
- 1510 Old Falconbridge Rd, Greater Sudbury, Ontario P3A 4N8, CA
- 5536 Eglinton Ave W, Mississauga, Ontario M9C 5K5, CA
- 69 Auriga Dr, Nepean, Ontario K2E 7Z2, CA
- 17400 SW Upper Boones Ferry Rd, Durham, Oregon 97224, US
- 1515 E Kirby St, Detroit, Michigan 48211, US
- 24300 Southfield Rd, Southfield, Michigan 48075, US
- 1375 Rue Frank-Carrel, Québec, Quebec G1N 2E7, CA
- 860 Denison St, Markham, Ontario L3R 4H1, CA
- 11600 Crossroads Circle, Middle River, Maryland 21220, US
- 83-40 N 72nd Dr, Queens , Arizona 11385, US
- 13162 SE 32nd St, Bellevue, Washington 98005, US
- Business categories
- Service Industry
- Mechanical Engineering
- Heating, Ventilation, and Air Conditioning (HVAC)
- Commercial
- Other recorded names
- Ainsworth Inc
- Specialties
- Technical trade services
- Energy Conservation & Demand Management
- IT infrastructure solutions
- Emergency Technical Service
- HVAC Sales and Service and more
- Services techniques spécialisés
- Économies d'énergie et gestion de la demande
- Service technique d'urgence
- Vente et service de CVCA
- and Solutions d'infrastructure informatique
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Our customers depend on their buildings, industrial assets, processes, and energy management, to help them meet competitive challenges. For over 75 years, customers across Canada and the United States have relied on Ainsworth as their single source partner for installing and keeping their assets safe, effective, and energy efficient. ERCA/EAS #7001379
| Field | Value |
|---|---|
| Industry | Facilities Services |
| Company size | 1,001-5,000 employees |
| Headquarters | Toronto, Ontario |
| Organization type | Privately Held |
| Specialties | Technical trade servicesEnergy Conservation & Demand ManagementIT infrastructure solutionsEmergency Technical ServiceHVAC Sales and Service and moreServices techniques spécialisésÉconomies d'énergie et gestion de la demandeService technique d'urgenceVente et service de CVCAand Solutions d'infrastructure informatique |
| Open jobs on Jobsy | 182 |
| View page |
If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!
Position Summary:
This position reports to the Supervisor, National Operations Support Centre (NOSC). The team leader, NOSC is responsible for providing quality and efficient customer service to customers through the daily management of a team of Customer Service Representatives (CER’s) to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. The Team Leader will be a hands-on leader and will ensure that correct procedures are followed and routinely give directions to CER’s on what to do and how to improve.
Responsibilities:
- Provides daily direction and communication to employees so that customer service calls/emails are handled in an efficient and knowledgeable manner.
- Hosts 1-on-1’s and team meetings.
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member through quality assurance management
- Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Responds to and resolves employee relations issues expressed by team members.
- Addresses disciplinary and/or performance problems according to company policy.
- Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.
- Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
- Ensure training and development plans are maintained for all team members
- Work with the management team to identify and deliver positive change and business efficiencies.
Qualifications:
- Minimum of 2+ years’ experience within a contact centre environment as a Team Leader
- Must have experience managing a stressful and fast paced environment
- Experience within customer services
- Excellent leadership and communication skills
- Strong coaching and people-development skills through call listening, quality feedback, etc.
- Ability to deal with demanding customers and escalations
- Has ability to set attainable goals
- Clearly assigns responsibility/accountability for work
- Develop, coach, reinforce and manage operational standards, policies and procedures
- Ensures that the plans for the day and/or potential “challenges to success” are communicated to all members of the team.
- Bilingualism is an asset
Availability:
Our Contact Centre is a 24/7/365-day operation. We will be looking for someone who has the ability to work day time or afternoon shifts and from time to time a weekend shifts on a rotational basis.
Why work at Ainsworth (a GDI company)?
Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:
Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives
Flexibility: Hybrid working models, where applicable
Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company
While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.
Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.
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