Bilingual Customer Service Supervisor

7 months ago

Guelph, Canada Well.ca Inc Full time

Are you looking to join a one-of-a-kind, mega awesome team? Are you super-friendly with a strong attention to detail? Do you love the satisfaction that comes with solving a problem or correcting an error? Are you a self-starter who loves being on the front lines playing a pivotal role in creating an inviting, honest and kind atmosphere for members?

We are currently looking for an energetic team player to join our newest Contact Centre Team as a Bi-Lingual Contact Centre Supervisor. The Contact Centre team has the responsibility to help our consumers with any technical and/or program issues that they could encounter. Following Standard Operating Practices (SOPs) the team will aim at resolving the consumer issues immediately or to escalate it to the Level 2 Technology Support team. This unique bilingual role will be responsible for mastering multiple back-end systems and supporting customers predominantly in French, and English as needed.
- ** This role is a 1-year contract.**:

- ** Mon-Fri 9am-5pm**

**Responsibilities**:
**Member Communication
- French, and English as required**
- Answer incoming members calls quickly in a very friendly and genuine manner
- Demonstrate sensitivity, compassion, responsiveness, and creativity when answering calls to ensure members satisfaction
- Assist members in navigating and correcting issues related to Application technical capabilities and functionality.
- Handle confidential members information in a sensitive and responsible way
- Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
- Other duties, as required

**Problem Management
- French, and English as required**
- Ability to diagnose problems, identify and drive appropriate solutions
- Work closely with peers and other departments to resolve members issues
- Contact members on behalf of other departments as required
- When needed, escalate issues to Management to ensure we are meeting members’ particular needs

**Performance Criteria**
- Reports directly to the Contact Centre Manager
- Meet and/or exceed daily/weekly productivity metrics and adhere to team SLAs
- Practice extreme attention to detail as this position holds responsibilities that not only affect members, but every department within our organization.
- Demonstrate ability to pivot easily between tasks

**Supervisor Duties**
- Provides supervisory role and leadership to team
- Responsible for tracking team productivity targets and metrics, as needed
- Responsible for reporting team metrics to Management on an as-needed basis
- Requesting changes to daily schedule from Management as required, and/or implementing and reporting changes made, where Management is not immediately available
- Enforces overall Departmental KPIs as outlined by Management
- Provides coaching, correction and encouragement to team members
- Execution of broader/more robust training modules, as needed
- Responsible for participating in recruitment, on-boarding and training of entry-level team members, as requested.
- Acting as resource and offering support to other team members, as needed
- Assist with training of new and long-standing team members
- Escalates performance-based feedback to Management
- Initiating and managing technical issues
- Working directly with the Level 2 team to follow up on issues and resolve
- Ensure customers receive regular follow ups and communication of a resolution
- “Acting lead” co-coverage/coverage for Manager, as needed/scheduled.
- Special Projects and/or reporting, as required
- “Off-hours” work, as required (emergency or planned)
- Escalated contact resolution as needed
- Other duties, as required

**Qualifications**:

- High school diploma required
- 2-3 years’ experience in a similar role
- Proficiency in French and English, both written and oral
- Exceptional written and oral communication skills
- Strong technical skills
- Ability to defuse tense or difficult situations
- Adapts easily to change
- Ability to learn quickly and take initiative
- Outstanding multitasking and organizational skills
- Ability to solve problems in a quick and well thought out manner
- Moderate to advanced knowledge of Microsoft suite/Microsoft 365 (Excel, Word, Powerpoint, Teams)

**Assets**:

- Fluency in multiple languages
- Experience working with Salesforce Service Cloud, Jira (Atlassian)
- Post-secondary diploma/degree

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