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Bilingual Team Leader
4 months ago
**This position is for a Bilingual Team Leader**
To lead and respond to day to day operations needs by providing operators on shift with coaching, feedback and support. Develop a team of direct reports to achieve metrics set for optimal service level and customer support. Contribute to the overall success of the site at all levels by participating in planning, training, growth and developmental opportunities of self and others (some travel may be required).
**Responsibilities and Duties**
- Handles account related calls, escalations and requests
- Maintains cleanliness of board room and common areas
- Monitors agents and provides feedback and coaching on performance and helps identify areas for development/improvement
- Assists agents with work related concerns in a professional manner
- Work with HR to assist agents with personal concerns in a confidential matter
- Responsible for coaching agents on internal procedures/policies and client related feedback
- Completes directory & On Call updates when needed & ensures accurate information reflected
- Monitors Systems and investigates any issues/failures, completes standard performance reports, and sends to management team
- Works well without direct supervision and is dedicated to ongoing job development
- Able to work while keeping staff and company issues confidential speaking with management directly
- Work to ensure all shifts are covered in the event of staff absence(s) (sick calls)
**Qualifications**
- Previous experience leading a diverse team of direct reports, provide coaching and employee performance management
- Ability to communicate effectively orally and in writing with clients and management
- Maintain a calm professional demeanor in high paced stressful situations
- Exceptional listening and conflict resolution skills
- Ability to effectively provide coaching and development in a positive encouraging manner
- Strong time management and multitasking skills
- Basic knowledge of MS Office Suite (Excel, Word & PowerPoint/Flow Charts ideal)
- Be a Team Player
- Satisfactory criminal record check
- **Bilingualism **(English/French) mandatory
**Benefits**:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Weekends as needed
Supplemental pay types:
- Bonus pay
Application question(s):
- Have you worked for Answer 365 in the past?
Ability to Commute:
- Moncton, NB E1C 2M2 (preferred)
Work Location: In person
Application deadline: 2024-03-01
