Bilingual Supervisor, Customer Service
New
J
JobgetherCustomer service
Fully remote opportunity in CanadaFull-TimeManager
Salary55,000 - 65,000 CAD per year
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Job Details
- Languages
- Professional fluency in both English and French, spoken and written.
- Experience
- At least 1 year of proven experience as a Call Centre Supervisor or in a similar supervisory role; at least 2 years of customer service experience.
- Required Skills
- LeadershipPeople ManagementMicrosoft Office SuiteCustomer service
Requirements
- Have at least 1 year of experience as a Call Centre Supervisor or in a similar supervisory role.
- Have at least 2 years of customer service experience.
- Demonstrate professional spoken and written fluency in English and French.
- Bring strong leadership and people-management skills, including the ability to organize workflows and guide team performance.
- Demonstrate empathy, active listening, and conflict-resolution skills.
- Be able to coach, train, mentor, and motivate employees and provide clear, constructive feedback.
- Have strong computer skills, including advanced knowledge of Microsoft Office Suite.
- Experience with NICE software is an asset.
- Demonstrate strong organizational and time-management skills and the ability to manage multiple priorities and meet deadlines.
- Have analytical and critical-thinking abilities, attention to detail, and problem-solving skills.
- Be willing to complete initial training and participate in ongoing training and professional development.
- Be available for varied shifts, including evenings, weekends, and holidays, in a full-time 24/7 service operation.
Responsibilities
- Lead, supervise, and develop approximately 20–30 Customer Service Representatives and Team Leads.
- Communicate program, policy, procedure, and operational updates to the team.
- Monitor quality assurance scores, call quality, schedule adherence, productivity, and key performance indicators.
- Review customer interactions and scorecards, and organize coaching, training, role-playing, and knowledge-sharing activities.
- Provide guidance, constructive feedback, and mentoring to employees.
- Manage customer escalations and support troubleshooting and resolution of complex or sensitive issues.
- Oversee back-office operations and ticket management.
- Collaborate with management, Quality Assurance, and RTA/Planning teams to address performance gaps and operational challenges.
- Coordinate staffing, scheduling, campaign coverage, employee schedule requests, and time-off requests.
- Track employee working hours and maintain payroll information; collect customer interaction and productivity data for reporting.
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