Bilingual Contact Centre Supervisor

3 weeks ago

Guelph, Canada ABL Employment.com Full time

**This is an in office position in Guelph** Must Speak French and English Fluently**

In this role you will be expected to supervise and lead a team of high performing individuals in the contact centre. This is a hybrid position and you must be able to speak and understand French and English. This role requires you to exude a great deal of professionalism and leadership as it is customer facing. You will need to be tech savvy as you will be utilizing a VOIP phone system and duel screens.

Ce travail est hybride. C’est a dire que c’est au bureau mais il y a aussi une opportunite pour faire du teletravail.
Vous devez avoir quelques connaissances en ce qui concerne la technologie.

This is a full time permanent position
Salary is $50,000 plus bonus
Location Guelph

C’est une opportunite a Temps – Plein situe a Guelph, ON
Le salaire est de 50000$/an avec un bonus

Duties include but are not limited to / Les tâches comprennent, sans s’y limiter :
– Gèrer et superviser une équipe d’agents du centre d’appels.
– Motiver et soutenir les agents par le biais de la rétroaction et de la communication.
– Mesurer les indicateurs clés de performance tels que les appels entrants, l’appel en attente et l’abandon d’appel.
– Aider à prendre les appels des agents s’ils ne peuvent pas gérer la charge de travail.
– Améliorer la qualité des résultats en recommandant des changements.
– Fournir de l’information sur les produits et services en répondant aux questions et en offrant de l’aide aux clients
– Faire le suivi de l’assiduité des employés et assurer que les procédures de travail sont respectées.
– Préparer des rapports mensuels et annuels sur le rendement.
– Créer des cibles et des objectifs d’amélioration.

Qualifications and skills / Qualifications requises pour le poste
– Tech savvy with knowledge of relevant computer programs and telephone equipment
– Ability to remain calm and respectful under pressure
– Exceptional customer service expertise
– Proficiency with the English and French language
– Strong verbal and written communication skills
– Organizational skills and attention to detail
– Excellent problem-solving skills

How to apply/ Comment Appliquer:

Please reply to this posting with a copy of your resume or email your resume to mpcareers@ablemployment.com and mention the job ID #24250 in the subject line.

After submitting your resume, you will receive a link through text and email to answer a few short questions to help us better match you with our upcoming openings

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