[Hiring] Bilingual Supervisor, Customer Service @Serefin

Role Description

We are currently seeking a Supervisor, Customer Service, to join our multi-channel Contact Centre who will work remotely. In this exciting and challenging Supervisor role, you will report to the Manager, Customer Service, while leading a team of 20-30 Customer Service Representatives and Team Leads. The Supervisor is responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels. Our ideal candidate is a decisive and effective communicator across a wide range of stakeholders who can motivate a team and possesses excellent verbal and written skills, superior organizational and multi-tasking skills with a can-do attitude who thrives in a fast-paced high-volume setting.

Qualifications

• 1+ years proven experience as a Call Center Supervisor or similar supervisory position
• 2+ years experience in customer service with a high standard of care and customer-focused mindset
• Strong management and leadership skills and capable of efficiently managing workflow
• Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution
• Computer knowledge including advanced Microsoft Office Suite and previous experience with NICE software an asset
• Proficiently bilingual, spoken and written - English/French
• Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skillsets
• Adapt well to change and quickly and successfully shift priorities as needed
• Proven time-management skills with the ability to work effectively and meet all deadlines
• Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough
• Must successfully complete initial training and attend ongoing training and educational sessions
• Varied shifts, flexible full-time schedule available - 24/7, 365 days per year including weekends

Requirements

• Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
• Listen to calls and review scorecards; schedule coaching sessions and provide training and coaching
• Monitor individual agent and overall team’s performance including QA scores and internal call quality standards
• Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues
• Handle specific requests from the agents with regards to work schedule, time off, etc.
• Monitor overall agent schedule to ensure proper coverage for each campaign
• Track agent hours for Payroll
• On Call coverage as assigned
• Participate in team building games and activities when possible
• Other duties as assigned

Benefits

• Competitive compensation: CA$55,000 - CA$65,000 / year
• Inclusive workplace culture
• Opportunities for professional development and training
• Flexible scheduling options