Bilingual Customer Service Supervisor

6 months ago

Vaughan, Canada Voilà Full time

**Requisition ID**:178021

**Career Group**:Distribution Centre Careers

**Job Category**:E-commerce Delivery Ops & Cust

**Travel Requirements**:0 - 10%

**Job Type**:Full-Time

**Country**:Canada (CA)

**Province**:Ontario

**City**:Vaughan

**Location**:3809 GTA CFC

**Postal Code**:L4L 1A5

Voila.ca is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Ontario and Quebec markets powered by Ocado Group’s world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voila by Sobeys and Voila par IGA will be the most reliable and convenient way for Canadians to shop for groceries. Your groceries delivered. Just like that.

**All career opportunities will be open a minimum of 5 business days from the date of posting.**

**Ready to Make an impact?**:
This is a full-time, remote (work from home) position.

High speed internet and quiet setting during work hours is neccessary.

**Here’s where you’ll be focusing**:

- Provide leadership support to the Customer Service team (call centre/ web/live chat / community management)
- Scheduling of shifts will be between the hours of 5:30am - 12:30am EST, 7 days a week - flexibility is a must (hours may change based on the needs of the business)
- Acts as the SME for systems, training, procedures
- Develop a high performing team; directs day-to day activities of the Customer Service teammates
- Approximately 15 direct reports - as e-commerce volumes grow
- Actively participates in the recruitment of teammates
- Provides performance feedback and coaching for Customer Service teammates
- Drives team engagement, development and retention by connecting team to the Voila vision, encouraging innovation, clear communication and continuous feedback
- Imbeds and sustains Customer Service protocols and SOPs
- Accountable for CS metrics
- Acts as the point of escalation for any customer issues; problem solves in a pro-active manner driving customer loyalty
- Supports continuous improvement effort by utilizing customer service feedback to inform Home Delivery and Operations teams
- Partners with Training Lead to deliver training content
- Accountable to ensure consistent standards and continuous learning, ensures customer service teammates are trained appropriately to provide best in customer experience
- Support team members and senior leadership team as requested
- Performs other related duties and assignments as required and as assigned

**What you have to offer**:
If an internal employee, performance is required to be in good standing
- Fully bilingual (french/english) read, written, spoken
- Exceptional customer-centric mind-set
- Exceptional Microsoft Office skills (Powerpoint, Excel, Word, Microsoft Teams)
- Worked with CRM tools (Salesforce, Zendesk)
- Exceptional problem skills
- Decision making skills with a proven ability to influence others
- Strong oral and written communication skills
- Minimum of 3-5 years experience in customer call centre environment
- Retail experience (business to customer) in an e-commerce environment an asset
- Post Secondary education an asset
- Excellent Analytical and Problem Solving abilities (root cause analysis)
- Experience in effectively managing a large team
- Excellent interpersonal and communication skills; with the ability to interact with all levels of the organization and external parties
- Flexible to work various shifts - we are a 7 day operation with current hours of 5:30am to 12:30am EST (hours may change based on the needs of the business)

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

While all responses are appreciated only those being considered for interviews will be acknowledged.

**We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.

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