Bilingual Customer Service Supervisor

2 days ago

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Serefin

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Clinic • Virtual Health • Contact Center Services

201 - 500

Description

• Supervise a team of 15-20 Customer Service Representatives remotely. • Communicate updates on programs, policies, and initiatives to team. • Monitor individual agent and overall team’s performance including QA scores and KPI requirements. • Collaborate with other managers on procedural matters and assist with documentation. • Handle requests from agents regarding schedules and monitor coverage for campaigns. • Track agent hours for payroll and cover on-call as assigned. • Participate in team-building activities when possible.

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 Saleforce 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 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 • Varied shifts, flexible full-time schedule available - 24/7, 365 days per year including weekends