Bilingual French/english Manager, Customer Care
1 week ago
Requisition ID: 197865
Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.
Leads and oversees teams in Customer Contact Centres in Ottawa, Ontario ensuring business strategies, plans, and initiatives are executed/delivered in compliance with governing regulations, internal policies, and procedures.
**Is This Role Right for You? In this role, you will**:
**Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.**
- Ensuring all Customer Care Advisors have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsible for preparing Customer Care Advisors PAR commentary and one-on-one delivery discussions.
- Engaging in coaching as an ongoing observational activity with Customer Care Advisors by providing relevant feedback and coaching during live call observations, side-by-side, group coaching and skill-building
- Reviewing Customer Care Advisor's customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within the team and appropriate solutions.
- Regularly scheduling one-on-one coaching with Customer Care Advisors to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality.
- Effectively managing direct and indirect reports of any performance and conduct concerns and working with Human Resources and Employee Relations as required.
- Ensuring employee development is a priority for Customer Care Advisors through regular Personal Development Plan discussions.
- Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement.
- Identifying, delivering and supporting training and developmental needs of team members
- Leading team meetings to acknowledge positive results, providing regular recognition of the Customer Care Advisors for delivering exceptional customer experencies, and to communicate the team’s focus.
- Support new Customer Care Advisors with onboarding and transition from training to the floor.
- Driving the internal communication process by ensuring the Customer Care Advisors are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall.
- Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members.
- Building effective working relationships across the team and with various business lines and corporate functions.
**Actively promote the delivery and achievement of industry-leading customer service by**:
- Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year Canadian Contact Centre strategy.
- Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends.
- Acting as the first level escalation point for Customer Care Advisors resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required.
- Leveraging these situations as coaching opportunities to provide direction, guidance, and support to team members. Determines when escalations should be escalated to the Senior Manager and the Director.
- Acting as a change agent, leading, motivating, and supporting Customer Care Advisor’s through changes.
- Proactively identifying trends among teams related to customer satisfaction/retention, Customer Care Advisor’s knowledge, productivity, etc., and bringing forward to the Senior Manager recommendations.
- Actively reviewing the CMS and Verint for short, medium, and long calls to improve efficiency.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-today business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Builds a high performance environment and implements a people strategy that attracts, retains, develops and moti
-
Bilingual (English/french) Customer Service
4 weeks ago
Ottawa, Canada Royal Canadian Mint Full timeThe Royal Canadian Mint is hiring a Customer Service Representative (CSR) who can thrive in a dynamic and inclusive environment. This position reports to the Manager, Customer Solutions Centre and is responsible for processing customers’ orders; up-selling customers to purchase additional products; converting information calls into sales and assists...
-
Recruiter- Bilingual French and English
2 months ago
Ottawa, Canada Fresh Start Foods Canada Ltd Full timeFresh Start Foods Canada Ltd. **Join one of the BEST teams in the Industry**: At Fresh Start Foods you'll find qualified professionals that stand out with their experience and understand that customers are at the centre of everything we do. We are seeking individuals: - Who are customer centric - Who are able to deliver on their commitments - Who value...
-
Recruiter- Bilingual French and English
3 weeks ago
Ottawa, Canada Fresh Start Foods Canada Ltd Full timeFresh Start Foods Canada Ltd. **Join one of the BEST teams in the Industry**: At Fresh Start Foods you'll find qualified professionals that stand out with their experience and understand that customers are at the centre of everything we do. We are seeking individuals: - Who are customer centric - Who are able to deliver on their commitments - Who value...
-
Bilingual (French/english) Customer Service Agent
2 months ago
Ottawa, Canada SIRVA Full time**What you'll Be Doing** - Effectively solve customer inquiries - Ability to communicate clearly when handling different topics - Identify customers’ needs, understand and clarify the information - Research every issue to provide solutions - Collaborate with your team and other team members to solve problems and share knowledge - Build sustainable...
-
Hospitality Engagement Manager
3 days ago
Ottawa, Canada Aramark Canada Full timeHospitality Engagement Manager - Bilingual - French - English Part Time / Full Time Hospitality Engagement Manager - Bilingual - French - EnglishHospitality Engagement Director – Bilingual – English - FrenchSummaryAramark is recruiting a Bilingual Hospitality Engagement Manager for our large-scale culinary operations in Ottawa. Reporting to the...
-
Hospitality Engagement Manager
2 days ago
Ottawa, Canada Aramark Canada Full timeHospitality Engagement Manager - Bilingual - French - English Part Time / Full Time Hospitality Engagement Manager - Bilingual - French - EnglishHospitality Engagement Director – Bilingual – English - FrenchSummaryAramark is recruiting a Bilingual Hospitality Engagement Manager for our large-scale culinary operations in Ottawa. Reporting to the...
-
Fully Bilingual Barista
3 weeks ago
Ottawa, Canada Equator Coffee Roasters Full timeEquator Coffee Roasters is a community-based, quality-focused, mission-driven coffee roasting company based in Almonte, Ontario. We are looking for outgoing, **French** & English **speaking** coffee professionals to join the team in our NAC location on a full & part time basis. - Provide outstanding customer service and experience - Be an Equator Brand...
-
Bilingual (English/french) Customer Experience
3 weeks ago
Ottawa, Canada Royal Canadian Mint Full timeThe Royal Canadian Mint is hiring a Customer Experience Ambassador who can thrive in a dynamic and inclusive environment. The incumbent is responsible for ensuring the seamless flow of day-to-day work activities under supervision and within the policies and procedures established by the Royal Canadian Mint. The incumbent must also provide informative,...
-
Customer Service Representative
4 weeks ago
Ottawa, Canada Medical Pharmacies Group Ltd. Full timePurpose: As part of the Customer Service Order Desk team, this role provides outstanding customer service by processing orders and inquiries received through various sources, including those from healthcare agencies, long-term care facilities, and individual clients or caregivers. Job Title: Customer Service Representative Location: Ottawa, ON Reports...
-
Customer Service Representative
15 hours ago
Ottawa, Canada Medical Pharmacies Group Ltd. Full timePurpose: As part of the Customer Service Order Desk team, this role provides outstanding customer service by processing orders and inquiries received through various sources, including those from healthcare agencies, long-term care facilities, and individual clients or caregivers. Job Title: Customer Service Representative Location: Ottawa, ON Reports...
-
Hospitality Engagement Manager
4 days ago
Ottawa, Canada Aramark Canada Full timeHospitality Engagement Director – Bilingual – English - French Summary Aramark is recruiting a Bilingual Hospitality Engagement Manager for our large-scale culinary operations in Ottawa. Reporting to the District Manager, the Hospitality Engagement Manager partners with Operations, Operational Ex
-
Recruiter- Bilingual French and English
6 days ago
Ottawa, Ontario, Canada Fresh Start Foods Canada Ltd Full timeFresh Start Foods Canada Ltd.Join one of the BEST teams in the Industry:At Fresh Start Foods you'll find qualified professionals that stand out with their experience and understand that customers are at the centre of everything we do.We are seeking individuals: Who are customer centric Who are able to deliver on their commitments Who value individual...
-
Bilingual French/English Coordinator
6 days ago
Ottawa, Ontario, Canada Randstad Canada Full time $22Are you a bilingual (French/English) professional with previous experience as a catering coordinator or a similar hospitaility role? Have you been responsible for preparing meeting rooms and managing catering requests? We are currently looking for a Bilingual Catering Coordinator to support our client's Ottawa office (working on site). In this role you will...
-
Bilingual Customer Care Agent
3 days ago
Ottawa, Canada Gabriel's Pizza Franchise Corporation Full time**Work at Home - Customer Care Agent** We are looking for talented Customer Care Agents working with their own computer, who are enthusiastic about customer service to join our team. We will train you everything you need to know about our operations so that you can provide an excellent customer experience! In this role you will be doing things like: -...
-
Bilingual Parts Customer Care
2 weeks ago
Ottawa, Canada Crown Lift Trucks Full timeWe are currently hiring a Bilingual Parts Customer Care representative to join our growing team! Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec...
-
Ottawa, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual (French/English) Customer Care Advisor - July Requisition ID: 199795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Looking for a hybrid role? We have the job for you! We want you...
-
Ottawa, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual (French/English) Customer Care Advisor - July Requisition ID: 199795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Looking for a hybrid role? We have the job for you! We want you...
-
Ottawa, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual (French/English) Customer Care Advisor - July Requisition ID: 199795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Looking for a hybrid role? We have the job for you! We want you...
-
Ottawa, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual (French/English) Customer Care Advisor - July Requisition ID: 199795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Looking for a hybrid role? We have the job for you! We want you...
-
Ottawa, Canada Scotiabank Full timePress Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Bilingual (French/English) Customer Care Advisor - July Requisition ID: 199795Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. Looking for a hybrid role? We have the job for you! We want you...
