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Bilingual Call Center Supervisor
4 months ago
Seeking a Fluently Bilingual Call Centre Supervisor to join our client, a well-known organization in the nonprofit space. This is a 6 month contract, starting on an 11 week probationary period, with a strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada. The successful candidate would oversee the quality of the contact centre, supervise agents, integration process and training. Supervisor the tasks assigned and evaluate the service deliver.This is a 24/7 Call centre that prioritize communication services primarily to 911 dispatch centres, fire department and other beneficiaries impacted by events. Need someone efficient, empathetic and ability to manage stress well.Must be available to work on rotating day, evening, and night shifts (as well as weekends and holidays) (shifts could be 8am to 4pm, 12pm to 8pm, or 4pm to 12am) Must be available for any shift.RESPONSIBILITIESOversee daily contact centre operations Meeting coordination.Oversee quality control of phone calls (both inbound and outbound) and perform follow up.Ensure compliance with procedures and policies by call centre agents on shift.Complete performance evaluations and periodic reports.Assist with conducting inbound and outbound phone calls when extra support is required Make recommendations on procedure and practice improvements.Supervise, train and coach the Contact Center Agents.Manage, create, and update Contact Center Agent’s schedule in collaboration with the Contact Center Lead.Approve Contact Center Agents timesheets, vacation, and leaves.Provide feedback to team members on the quality of calls, mastery of procedures and processes, and the quality of notes transcribed into the various forms.Provide leadership in the development of work plans and career development plans for assigned staff.Support implementation of all People Services policies and practices, ensuring opportunities are created for professional development, recognizing, and celebrating successes, and cultivating a culture of teamwork, collaboration and innovation across all levels and functions of the organization.Qualifications Bilingualism is mandatory, both spoken and written.Post secondary education completed 6 months minimum experience working in a leadership position in a call centre environmentAbility to use common Microsoft applications, primarily Word, Excel and Outlook.Ability to work on rotating day, evening, and night shifts (as well as weekends and holidays) Some overtime may be required
