Bilingual Customer Support Analyst Team Lead

6 days ago

Guelph, Canada Camis Full time

Are you ready to take the lead and make a meaningful impact in our dynamic Guelph Call Centre? We're actively seeking a Bilingual Customer Support Analyst Lead to join our team, and here's your chance to shine

As the Bilingual CSA Lead, you'll play a pivotal role in guiding our team of Customer Support Analysts and assisting our Assistant Call Centre Manager in the day-to-day operations of our Guelph call centre. This role is all about fostering teamwork, achieving departmental goals, and providing valuable leadership to our dedicated call centre staff.

What You'll Be Involved In:

- **Mentoring and Leading**: Lead a diverse team of Customer Support Analysts, nurturing their growth and success.
- **Training Development**: Identify training needs among the staff and create plans to ensure they receive the necessary training.
- **Special Projects**: Coordinate Call Centre participation in special projects and take the lead on complex assignments, ensuring they come to successful fruition.
- **Collaboration**: Participate in Client and Interdepartmental meetings, contributing your insights and expertise.
- **French Language Support**: Manage and maintain all of Camis' French language requirements, including documentation and French call investigations.
- **Performance Monitoring**: Keep a close eye on key performance metrics, offering valuable feedback for continuous improvement.
- **Recruitment Involvement**: Play a part in the recruitment process, helping us find the right talent to strengthen our team.

What You'll Bring to the Table:

- **Education**: Completion of secondary school, with some post-secondary education preferred.
- **Leadership**: Experience in leadership or mentoring is a must.
- **Tech Savviness**: Proficiency in Microsoft Office tools is required.
- **Detail-Oriented**: Strong attention to detail to ensure quality in all aspects of your work.
- **Problem-Solving**: Excellent problem-solving and decision-making skills.
- **Tech Skills**: Proficiency in computer usage and troubleshooting.
- **Adaptability**: Flexibility to adapt to changing priorities and situations.
- **Customer Service**: 1-3 years of customer service experience.
- **Call Centre**: Call centre experience is a valuable asset.
- **Bilingual**: Excellent written and oral communication skills in both French and English.
- **Team Player**: A well-organized team player with a passion for ensuring customer satisfaction.

What We Can Offer You:

- **Competitive Compensation**: A competitive salary package to recognize your skills and expertise.
- **Comprehensive Benefits**: Enjoy a comprehensive benefits package, including medical, dental, and insurance coverage.
- **Retirement Planning**: Access to a retirement savings plan with employer matching.
- **Professional Development**: Opportunities for professional growth and development.
- **Career Advancement**: Open doors to further career opportunities within our organization.
- **Inclusive Workplace**: Be a part of a dynamic and inclusive work environment.
- **Company Culture**: Join in company-wide events and experiences that make work enjoyable.
- **Work-Life Balance**: A consistent Monday to Friday work week with the flexibility of a hybrid position - on-site work expected on Mondays and Thursdays.

If you're a motivated individual with leadership skills, tech proficiency, and a passion for delivering outstanding customer service in both French and English, we want to hear from you Join us in our exciting journey towards excellence at our Guelph Call Centre.

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