Life is better at Xperigo!
Join a team that puts people first. We partner with well-known brands across North America and help customers get the support they need with confidence and care.
About Us
Xperigo is a Canadian leader in customer experience, serving clients across North America for more than three decades. We support organizations with large customer bases and help deliver reliable, high-quality service through our people and technology.
Position Overview
The Solutions Centre Leader is a key member of our Customer Experience team. You’ll coach a team of Agents and help them deliver consistent, high-quality service. If you have leadership experience in a contact centre this role will allow you to shape performance, culture, and daily operations.
Key Responsibilities
Team Coaching & Leadership
- Provide coaching through call listening, 1:1s, and feedback.
- Recognize strong performance and address gaps quickly.
- Support Agents through structured performance plans.
Operational Guidance
- Help the team meet daily service goals and resolve issues.
- Contribute to hiring activities and support training as needed.
- Encourage continuous learning and development.
Administrative Duties
- Complete performance reviews and maintain coaching documentation.
- Escalate technical issues and support team meetings or training.
Quality & Collaboration
- Participate in calibration sessions and stay current with program updates.
- Support quality initiatives, projects, and committees, and handle customer calls when required.
What Success Looks Like
First 3 Months
- Build strong relationships with your team and understand their individual development needs.
- Demonstrate confidence in coaching conversations and KPI expectations.
- Contribute to a positive environment and consistent performance routines.
6 Months
- Your team shows measurable improvement in quality, efficiency, or engagement.
- You’re independently handling daily operational issues and supporting new initiatives.
- You contribute insights that help identify trends or improvements.
12 Months
- Your team meets or exceeds core performance measures.
- You have a solid reputation as a supportive and effective leader.
- You actively contribute to operational excellence and continuous improvement.
What You Need to Succeed
- 3–5 years of leadership experience, ideally in a contact centre.
- Strong communication skills and the ability to coach with clarity and confidence.
- Solid problem-solving skills and comfort with asking thoughtful, probing questions.
- Detail-oriented approach to documentation and follow-through.
- Ability to build collaborative, positive relationships within the team.
- Bilingual French/English is a strong preference.
- Comfortable using Microsoft Office tools.
What Xperigo Offers:
- Competitive compensation with a Flex benefits package including health and dental choices
- Performance-based bonuses and incentives
- 3 weeks paid vacation per calendar year
- Defined Contribution Pension Plan, with 100% matching
- Virtual Healthcare for your family and your pet
- Annual Wellness Reimbursement
Xperigo is an equal opportunity employer. For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection, and/or assessment process, please inform Xperigo of any accommodation(s) that you may require to ensure your equal participation. All personal information collected complies with the associated privacy act for the applicable province of work.
