Bilingual Contact Centre Supervisor

Join our team Metro Supply Chain (MTH) is a division of Metro Supply Chain, a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organizations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fueled by advanced systems and technology, that fulfill complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies. Metro Supply Chain is a 2024 winner of the Canada’s Best Managed Companies program, recognized for its strategic expertise, culture of innovation and commitment to its people and local communities. Shift Tuesday to Saturday, 11:30am to 8:00pm Job Summary The Contact Centre Supervisor is responsible for handling escalations and cases that involve follow ups. They are responsible for ensuring that all tasks related to the Contact Center are completed in a timely manner. Responsibilities Coordinate and distribute works assignments across the team. Monitor task progress and verify completion within established timelines. Support Contact Center Agents with escalations and assist in managing daily operational tasks. Navigate and utilize multiple systems and software platforms effectively to perform job functions. Identify, analyze, and diagnose issues, prioritizing escalations and assigning resolution appropriately. Ability to work using several different interfaces and programs. Assess and diagnose issues by analyzing problems, prioritizing escalations, and assigning tasks for resolution. Perform clerical and administrative duties with precision, ensuring timely updates and thorough documentation. Apply problem-solving skills to address practical challenges and develop effective solutions. Maintain data integrity across multiple systems, ensuring accuracy and consistency of information. Conduct interviews and oversee onboarding, delegating training responsibilities for new team members. Understanding, analyzing, and diagnosing the nature of the problem – priority escalations and assignment. Support conflict resolution by assisting in addressing employee issues, disputes, or concerns in a fair and timely manner. Foster positive relationships with customers, clients, banners, and internal teams to maintain a harmonious work environment. Facilitate team meetings within the department to share updates, introduce new processes to strengthen team engagement. Support conflict resolution by assisting in addressing employee issues, disputes, or concerns in a constructive and timely manner. Conduct meetings within the department regarding updates, new processes to strengthen engagement. Experience Experience in the customer service industry. 1–2-year strong experience in team supervision specifically in the Call Centre environment. Proficient in both French and English Education College diploma or equivalent experience. Core Competencies Customer Centricity Fostering Culture Collaboration Problem Solving & Decision Making Managing Through Change Developing Self & Others Planning & Results Orientation Communication Always Improving Mindset Business & Financial Savvy Why Join Us Work in an environment where safety is our first priority The opportunity to build a career with a growing company Medical, dental, and vision coverage for you and your family Life and disability insurance Wellness programs to support your family’s well-being A Retirement Savings Program with a company match Company team wear allowance Employee Appreciation Day Company sponsored social events Community volunteering We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals. Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team. #J-18808-Ljbffr