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French Bilingual Call Center Team Lead

1 month ago

Winnipeg, Manitoba, Canada CB Canada Full time
Job Title: French Bilingual Call Center Team Lead

We are seeking a highly motivated and experienced French Bilingual Call Center Team Lead to join our team in Winnipeg, Manitoba.

Job Summary:

The French Bilingual Call Center Team Lead will be responsible for ensuring that all calls and off-line work adhere to quality guidelines set by the client and internal requirements. The successful candidate will achieve this objective by monitoring associate transactions and job performance, scoring individual tasks, and providing active personal coaching and feedback to associates.

Key Responsibilities:
  • Monitor and audit each assigned associate to ensure adherence to client and company requirements.
  • Provide personal and proactive feedback to associates in one-on-one and group settings.
  • Track progress of individual associates and recommend performance action plans for those not meeting established standards.
  • Work with supervisors and management to ensure all associates meet quality standards.
  • Provide training as needed to new hires and experienced associates.
  • Attend and contribute to internal and client monitoring sessions.
  • Remain knowledgeable on project information by keeping training manuals and memos updated and taking calls on assigned engagements.
  • Track trends and make recommendations for refresher and/or up-training to trainers.
  • Prepare and analyze internal and external reports for management staff review.
Requirements:
  • Education equivalent to a High School diploma/GED.
  • Two years prior call center experience preferred.
  • Ability to work a flexible schedule, including nights, weekends, and holidays.
  • Excellent oral, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.
  • Ability to interpret complex KPIs and relate them to qualitative findings.
  • Experience with contact center software.
  • Positive attitude, ability to work independently or as part of a team, and genuine interest in people and desire to help.

We offer a competitive hourly rate of $19.00, plus 4% vacation pay, paid weekly every Friday, and a safe and clean work environment. If you are a motivated and experienced French Bilingual Call Center Team Lead looking for a new challenge, please apply today