Bilingual Customer Service Supervisor

Our client, an industry leader, is looking for a Bilingual Customer Service Supervisor (French-English) to join their team in a call center environment. Reporting to the Customer Service Manager, the Bilingual Customer Service Supervisor will help develop staff and provide guidance and expertise regarding the customer service program.

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Responsibilities:

  • Hire and develop customer service representatives and provide effective performance management through evaluation and continuous feedback and communication.

  • Mentor/coach outbound team members to enhance sales and meet or exceed sales targets.

  • Mentor team members to build and promote a positive rapport with all customers in both the sales opportunity as well as dealing with customer problems or complaints in a timely and professional manner.

  • Create team-building activities and promote a team culture.

  • Performance management and skill development of customer service team members, through call monitoring, call management, quality and accuracy, and providing coaching and review of any errors.

  • Recommend, develop and improve processes to maintain the highest level of customer satisfaction and accuracy.

  • Create policies and procedures for the customer service program and ensure workflows are in place.

  • Staff supervision and management

  • Ensure the team achieves and maintains corporate objectives regarding Service Levels for all in-bound calls.

  • Build and implement staffing schedule to meet service level goals across multiple time zones.

  • Assist with the authorization of credits and claims when Customer Experience Manager is absent

  • Be a product expert and provide support to the customer service team.

Qualifications:

  • Strong team player with leadership and coaching skills and the ability to develop others

  • Minimum 1 -2 years supervisory experience

  • 2 year of customer service experience

  • Experience working in a call/contact centre is considered an asset

  • Excellent verbal/written communication and interpersonal skills

  • Strong time management and organizational skills with the ability to manage multiple priorities simultaneously and ensure that they are completed in an accurate and timely manner

  • Ability to apply strategic thinking to business issues and drive results

  • Ability to follow through, follow up and set goals and standards

  • Bilingual – written and spoken English and French is a must

  • Proficient in all Microsoft Office, intermediate excel skills preferred

In addition to being a decision maker, you are:

  • Supportive and empathetic

  • Ability to work with limited supervision and a self-starter

  • Multi-tasker with the ability to work well under pressure

  • Confident and a strong leader who enjoys developing and mentoring staff

  • Excellent customer service skills

Compensation:

  • Annual salary of up to $60,000.

  • Comprehensive benefits package.

  • Flexible shifts may be available.

At Svensen Neighbour Recruiting, we specialize in the recruitment and retention of permanent sales, marketing, management, human resources, fund development and administrative personnel. We believe in professionalism, responsiveness, integrity and transparency, and aim to find the most suitable candidates to ensure the right fit with the organizations we represent. We aim to find you a career fit, not just a job. Visit our website to find out more about our tailored recruiting, assessments, and job search services: http://snrecruiting.com/