Adecco is currently hiring a full-time
Bilingual Customer Service Supervisor to join a dynamic multi-channel Contact Centre team. Reporting to the Customer Service Manager, you will lead a team of approximately 20-30 Customer Service Representatives and Team Leads while driving exceptional customer experiences and operational excellence.
This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment, enjoys coaching and developing employees, and is passionate about delivering outstanding service.
- Pay Rate: $55,000 - $65,000 per year
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Location: Remote (Canada)
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Shift: Monday to Friday | 40 hours per week
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Job type: Permanent | Full-time
- Vacancy Status: This posting is for an existing vacancy .
Responsibilities:
Team Leadership & Coaching
- Lead, motivate, coach, and develop a team of Customer Service Representatives and Team Leads
- Conduct regular coaching sessions, performance reviews, and training activities
- Monitor team performance and ensure quality, productivity, and KPI targets are achieved
- Foster a positive, inclusive, and high-performing work environment
- Support employee development through mentoring, feedback, and ongoing training
Customer Experience & Operations
- Ensure exceptional customer service is delivered across all customer interactions
- Manage customer escalations and support issue resolution
- Assist with troubleshooting complex customer concerns
- Oversee back-office operations and ticket management activities
- Support front-line customer service operations as required
Performance Management & Reporting
- Monitor QA scores, call quality, schedule adherence, and productivity metrics
- Analyze team performance data and identify opportunities for improvement
- Track employee attendance, schedules, and payroll-related information
- Prepare and maintain reports to support business and operational objectives
Collaboration & Continuous Improvement
- Work closely with Quality Assurance and Workforce Planning teams
- Partner with Managers and Supervisors to improve processes and procedures
- Assist in the development of training materials and operational documentation
- Communicate program updates, policy changes, and new initiatives to the team
- Participate in special projects and business improvement initiatives
Workforce Management
- Handle employee scheduling, time-off requests, and staffing adjustments
- Ensure proper staffing coverage across campaigns and programs
- Participate in on-call coverage as required
Qualifications and Skills:
- Minimum 1 year of experience as a Call Centre Supervisor or in a similar leadership role
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Minimum 2 years of customer service experience in a high-volume environment
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Strong leadership, coaching, and employee development skills
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Excellent conflict resolution, problem-solving, and decision-making abilities
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Demonstrated ability to manage multiple priorities and deadlines
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Strong analytical and organizational skills
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Advanced proficiency with Microsoft Office Suite
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Experience with Five9, Verint, or Salesforce is considered an asset
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Exceptional verbal and written communication skills
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Ability to adapt quickly in a fast-paced and evolving environment
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Strong customer-focused mindset with a commitment to service excellence
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Fully bilingual in English and French (spoken and written)
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Ability to successfully complete all required training programs
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Mu st be legally eligible to work, and reside in Canada
Are you interested in this position? Apply now! Our dynamic team of recruiters will reach out if you qualify for this role.
At Adecco our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matters. We encourage applications from individuals of all backgrounds and identities. Together, we're making the future work for everyone.
Please reach out to learn how the Aspire Academy can upskill you into your next role.
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