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. Work alongside industry-certified experts, access continuous training, and enjoy competitive 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. Apply today and help us shape the future of work—together
Job Type: Full-time, Permanent
Compensation: Starting at $60,000 CAD per year
Scheduled Hours: 37.5 hours per week, Hybrid (3 Days Onsite / 2 Days Remote)
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 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.
- 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
- 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
- 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
- Assist with office organization, supplies, and equipment management
- Coordinate shipping and receiving activities
- Help maintain inventory records
- Support general office operations and vendor coordination
- Participate in continuous improvement initiatives
- Support special projects as needed
- Perform other related duties as assigned
- 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
- Experience in a contact center, BPO, municipal, administrative, or customer service environment
- Experience tracking KPIs or performance metrics
- Familiarity with scheduling or workforce planning
- Experience using CRM or customer service software
- Experience with payment processing or cash handling
- Experience with Genesys or other contact center platforms is considered an asset
Don't meet every qualification? We encourage you to apply. We're looking for individuals with strong leadership potential, organizational skills, and a commitment to delivering excellent customer service.
Language Skills
Fluency in French and English (spoken and written) is mandatory.
Over 80% of New Era's clientele is English-speaking.
This hybrid position requires employees to work onsite in Saint-Jean-sur-Richelieu, Quebec, three days per week. Applicants must reside within reasonable commuting distance of the office.
EXPECTED HOURS OF WORK:
Typically, Monday through Friday, standard business hours.
TRAVEL:
Minimal to none.
- Competitive salary of $60,000 CAD
- Hybrid work arrangement
- Monday to Friday schedule (37.5 hours per week)
- Paid training
- Supportive leadership team
- Career development opportunities
- Group benefits after probation
- RRSP program
- Paid vacation and holidays
- Growing global technology organization
QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
EEO/AA Statement
New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.
In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
New Era Technology, LLC., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").
View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] .
