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Customer Service Team Lead

2 weeks ago

Mississauga, Ontario, Canada Medline Gruppe Full time

Job Summary

About Medline Canada

Medline Canada is a leading partner in healthcare, providing expertise and solutions for every care setting. As a Bilingual Customer Care Supervisor, you will be responsible for overseeing processes that contribute to an exceptional customer experience.

Key Responsibilities
  • Lead, coach, and empower a bilingual team to achieve high standards of customer service.
  • Ensure orders are processed efficiently and inquiries are resolved promptly.
  • Schedule team members, delegate tasks effectively, and handle performance issues.
Core Job Responsibilities
  • Provide recognition, support, and coaching to team members to enhance strengths and improve performance.
  • Conduct onboarding for new hires and ongoing training for existing staff.
  • Manage team schedules, delegate tasks effectively, and handle performance issues promptly.
Customer Care Operations
  • Supervise the daily operations of the Customer Care department to ensure SLAs and performance metrics are met.
  • Handle escalated customer complaints or issues that agents cannot resolve.
  • Implement best practices to maintain high standards of customer service.
Collaboration & Process Improvement
  • Work closely with Sales, Purchasing, Logistics, Warehousing, and other departments to facilitate seamless order fulfillment.
  • Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies.
  • Collect, analyze, and act on customer feedback to improve service processes.
Qualifications
  • Minimum 3 years of progressive experience in a Customer Service/Contact Center environment.
  • Previous experience in coaching, training, and motivating teams.
  • Fluent (spoken and written) in French and English.