Bilingual Customer Service Team Lead, remote

Are you a people-first leader with a passion for coaching, collaboration, and customer excellence? We're looking for a Bilingual Customer Service Supervisor to join a vibrant, customer-focused organization in the travel and lifestyle sector. In this fully remote role, you'll oversee a dynamic team of frontline representatives, helping shape an exceptional customer journey while fostering a positive and supportive team culture. Flexible daytime hours (EST), including some weekends, aligned with business needs

Location:
Work from anywhere in Canada
- 100% remote Develop Talent
- Coach, mentor, and empower team members through feedback and support Be Part of the Future
- Help drive continuous improvement and creative problem-solving Vacation: 2 weeks of paid vacation in the first year Comprehensive health coverage (medical, dental, vision) at 100% employer-paid Sick/Personal Days: 5 paid days per year Wellness Support: Access to an Employee Assistance Program (EAP) Supervise, train, and support a high-performing customer service team Provide ongoing coaching, feedback, and performance management Handle escalated customer inquiries and assist in troubleshooting complex issues Partner with Quality Assurance and Workforce Planning to meet KPIs and service levels Monitor and report on performance metrics, productivity, and customer satisfaction Support process improvements and identify training needs with a proactive approach Manage scheduling, time-off requests, and shift coverage to ensure operational efficiency Participate in special projects and team-building initiatives 1+ years in a supervisory role in a contact center or customer-facing environment ~2+ years of hands-on customer service experience ~ Bilingual in English and French (spoken and written) ~ Tech-savvy with solid MS Office knowledge; experience with Five9, Verint, and Salesforce is a strong asset ~ As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community. Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.
This posting is for existing and upcoming vacancies. #