Bilingual - French Canadian - Call Center Supervisor- STC

Posted 15 days agoViewed

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💎 Seniority level: Manager, 2+ years

📍 Location: Canada

🔍 Industry: Call Center

🏢 Company: OneTouch Direct

🗣️ Languages: English

⏳ Experience: 2+ years

🪄 Skills: LeadershipData AnalysisPeople ManagementHR ManagementOperations ManagementCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMicrosoft OfficeWritten communicationCoachingVerbal communicationTrainingClient relationship managementTeam managementCustomer support

Requirements:

2+ years of supervisory experience in a call center environment
Strong leadership and team management skills
Exceptional verbal and written communication abilities
Ability to analyze data and make informed decisions
Knowledge of call center operations and metrics
Proficiency in call center management software and Microsoft Office

Responsibilities:

Lead and supervise a team of call center agents, ensuring adherence to policies and optimum performance.
Daily interactions with client with high expectations and minimal errors
Expectation to handle calls during high volume times
Ability to thrive in a fast pace and high intensity environment
Monitor, analyze, and report on team performance metrics, identifying areas for improvement.
Conduct regular coaching sessions and training to foster employee development and motivation.
Develop and implement strategies to achieve performance targets and enhance operational efficiency.
Ensure high levels of customer satisfaction through effective management of delivery service.
Handle escalated customer queries and resolve complex issues as they arise.
Collaborate with upper management to align departmental goals with organizational objectives.

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