Bilingual Team Leader

4 days ago

Moncton, Canada Answer 365 Full time

**Job Purpose**

Bilingual Team Leader involves overseeing day-to-day operations and providing support to your team. You’ll be responsible for coaching and developing your team to achieve performance metrics and maintaining a high level of customer service.

**Responsibilities**
- **Handle Calls and Escalations**: Manage account-related calls and escalate issues as necessary, answers calls
- **Maintain Workspace**: Ensure cleanliness in common areas and the board room.
- **Monitor and Coach**: Observe agents' performance, provide feedback, and identify areas for improvement.
- **Assist Agents**: Address work-related concerns professionally and confidentially.
- **HR Collaboration**: Work with HR to handle personal concerns of agents discreetly.
- **Internal Procedures**: Coach agents on internal policies and client feedback.
- **Update Directories**: Maintain accurate directory and on-call information.
- **System Monitoring**: Investigate system issues, complete performance reports, and communicate findings to management.
- **Independent Work**: Manage tasks with mínimal supervision and maintain confidentiality.
- **Shift Coverage**: Ensure shifts are covered in case of staff absences.

**Qualifications**
- **Leadership Experience**: Proven experience in leading a diverse team and managing performance.
- **Communication Skills**: Effective oral and written communication with clients and management.
- **Stress Management**: Ability to stay calm and professional under pressure.
- **Conflict Resolution**: Strong skills in listening and resolving conflicts.
- **Coaching Ability**: Experience in providing constructive coaching and development.
- **Time Management**: Strong skills in multitasking and managing time effectively.
- **Technical Skills**: Basic knowledge of MS Office Suite (Excel, Word, PowerPoint); familiarity with flow charts is a plus.
- **Team Player**: Ability to work well within a team.
- **Background Check**: Satisfactory criminal record check required.
- **Bilingualism**: Fluency in both English and French is mandatory.

This role requires a balance of leadership, communication, and organizational skills, and being bilingual is essential to meet the needs of the team and clients.

Pay: From $22.00 per hour

Expected hours: 32 - 44 per week

Additional pay:

- Bonus pay

**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

Application question(s):

- Have you worked for Answer 365 in the past?
- This is an in office position, are you able to commute to the office?
- Do you have any restrictions with regards to hours/days, if so please advise?

**Experience**:

- Supervising: 1 year (preferred)

Work Location: In person

Application deadline: 2024-09-25

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