Call Centre Supervisor

Role overview

This position offers a leadership opportunity for someone who enjoys improving customer experiences and guiding a team toward stronger results. As a Call Centre Supervisor with Trans Global Service (TGS), you will oversee the everyday work of a call centre team that supports appliance repair and customer care.

The role is practical and operational in nature. You will spend time coaching agents, welcoming and training new team members, organizing schedules, and helping the team meet performance expectations in a busy environment. It suits a supervisor who is comfortable taking ownership of team output, learning, and daily execution.

About Trans Global Service

Trans Global Service is the service division of LFL Group, Canada’s largest retailer in furniture, appliances, and electronics. The organization has a team of more than 300 employees across Canada and delivers appliance and furniture repair, installation, and assembly support for LFL customers, manufacturers, extended warranty providers, and consumers.

Key responsibilities

You will guide a call centre team to deliver dependable, high-quality support, while also helping keep daily operations running smoothly. The job includes both people leadership and operational coordination.

Operational details

The call centre operates Monday to Friday from 7:00 am to 5:00 pm and on Saturdays from 7:00 am to 3:30 pm. This role is mainly scheduled on weekdays, with one Saturday per month on a rotating basis. The workplace is a newly built office in NW Edmonton with natural light and collaborative areas. On-site parking is available.

Additional information

Trans Global offers a broad benefits package that includes paid vacation, extended health and medical coverage, dental and vision care, life and disability insurance, RRSP matching, subsidized transit passes, and an on-site gym. Employees also receive discounts on TGS services, Brick products, and offers from partner companies such as mobile phones, fitness centres, insurance providers, hotels, car rentals, auto service providers, and more. The role also comes with growth potential across TGS, The Brick, and other LFL Group businesses.

Trans Global is committed to fair and accessible hiring. Candidates who need accommodation during recruitment, application, or selection can request support at any stage by informing the hiring manager or contacting [email protected].

Responsibilities

• Guide, coach, and support call centre agents so customers receive consistent and reliable service.
• Help new hires get started successfully and continue developing their skills after onboarding.
• Track KPIs, share feedback, and coach individuals and the team to improve performance.
• Oversee daily queues, service levels, and workflow to align with operational and customer needs.
• Resolve escalated issues involving customers and stores in a timely, professional manner.
• Spot service gaps and improvement opportunities, then work with leadership on training and process changes.
• Provide inbound and outbound call support during busy periods when needed.
• Create and update schedules to maintain proper staffing and meet service goals.
• Review timesheets and handle payroll processing accurately and on time.
• Manage vacation, leave, and shift-change requests while protecting operational coverage.
• Prepare performance updates and support internal as well as customer-facing service reviews.
• Serve as a connection point between customers, internal teams, and field service operations.

Requirements

• At least 1 year of experience in a call centre or customer service role.
• Prior exposure to leadership, senior agent, or coaching responsibilities is preferred.
• Strong verbal and written communication abilities.
• Comfort with training, coaching, and developing employees in a fast-moving environment.
• Solid problem-solving skills and the ability to juggle multiple priorities.
• Experience using performance metrics to improve team outcomes.
• Working knowledge of MS Office and call centre software/systems.
• Availability for some Saturdays on a rotating basis.
• Bilingual English/French is considered a strong advantage.

Benefits

• Flexible and well-rounded benefits, including vacation pay, health and medical coverage, dental, vision, life insurance, disability insurance, RRSP matching, subsidized transit passes, and an on-site gym.
• Weekday-focused schedule with limited Saturday rotation to support work-life balance.
• Modern office environment with natural light and collaborative workspaces.
• Strong internal mobility and future opportunities across TGS, The Brick, and LFL Group.
• Employee discounts across services, retail products, and partner offerings.
• Free on-site parking.

Equal opportunity and accommodation

Trans Global supports fair and accessible employment practices and will provide accommodation to applicants with disabilities throughout the hiring process.