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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : customer service agent (remote)

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Bilingual Call Center Supervisor (Remote)

Nevian
À domicile

Postuler rapidement

Détails du poste

Permanent | Temps plein

Avantages

Assurance Maladie Complémentaire
Assurance Invalidité
Assurance Dentaire
Assurance Vision
Stationnement sur place

Compétences

Bilingue
Français
Utilisation d'un ordinateur
Service à la clientèle
Centre d'appels
Salesforce
Anglais
Microsoft Office
Expérience en supervision
Compétences en informatique
Leadership
Gestion du temps

Description complète du poste

Great new and fully remote opportunity for an experience Bilingual Call Centre Supervisor role for a growing multi-channel Call Centre in the Loyal & Rewards industry. Reporting to the Manager CSR, you will be leading a team of 20 -30 CSRs and Team Leads. This role is responsible for developing, training & coaching the team while delivering an exceptional customer experience in each interaction and monitoring the team’s ongoing performance levels.

Full time and permanent position. Hours of operation: Monday - Friday and either 8.00 am - 4.00 pm or 9.00 am - 5.00 pm. Salary 55K - 65K with full benefits offered after 3 months. Vacation: 2 weeks and 5 Personal Time Days and birthday off.

Ideally must be based in either Ontario or Quebec.

Job Responsibilities

Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty
Professionally manage customer escalations, assist in troubleshooting and resolving issues
Support and oversee back-office operations and ticket management
Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements
Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis
Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs
Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
Communicate updates to company or client programs, policies, procedures and initiatives
Oversee special projects as assigned by Manager
Assist in front and/or back-office customer service needs as required

What is your day going to look like?

Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow
Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate
Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols
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 and request appropriate adjustments as needed
Track agent hours for Payroll
On Call coverage as assigned
When possible, participate in team building games and activities

Requirements

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, meeting the needs of both the customer and the business
Computer knowledge including advanced Microsoft Office Suite and previous experience with Five9, Verint and Salesforce software an asset
Proficiently bilingual, spoken and written - English/French
Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skill sets to enhance team’s capabilities and maintain quality in all aspects of work
Adapt well to change and quickly and successfully, when necessary, 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 you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
Must have home office space and good Internet speed. Must have own computer for training purposes, after that full set-up will be provided

Pay: $55,000.00-$65,000.00 per year

Benefits:

Dental care
Disability insurance
Extended health care
On-site parking
Vision care

Experience:

Supervisor : 1 year (required)
Call Centre : 3 years (required)

Language:

French (required)

Location:

Remote (preferred)

Work Location: Remote

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Bilingual Call Center Supervisor (Remote)

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