Call Center Supervisor

**Location**: Onsite, Kanata, Ontario (Corporate Office)
**Employment Type**: Full-Time, Onsite Only

**Company Overview**:
AutoShack is a leader in the automotive parts industry, serving customers across North America. As part of our exciting retail expansion into Quebec, we’re centralizing all phone support through our National Contact Center in Ottawa, Ontario. We are seeking a Bilingual Team Leader who is fluent in both French and English to lead our French-language customer service team, ensuring seamless support for our AutoShack.ca customers, inbound French-language phone sales, and our eBay.ca and Amazon.ca French-speaking customers.

**Position Overview**:
The **Bilingual Team Leader** will oversee a team of French-language Customer Service Representatives who provide exceptional support to our expanding customer base. This role is key to ensuring high-quality service for French-speaking customers across multiple platforms. The Team Leader will be responsible for team performance, agent coaching, and handling escalated issues, ensuring that the customer experience is consistent with AutoShack’s high standards.

**Key Responsibilities**:

- **Team Management**:

- Lead and manage a team of French-language Customer Service Representatives, providing coaching, support, and guidance.
- Monitor daily team performance, provide feedback, and conduct regular performance reviews.
- **Customer Experience & Escalations**:

- Ensure agents provide excellent customer service on AutoShack.ca, eBay.ca, Amazon.ca, and via inbound French-language phone sales.
- Handle escalated issues, ensuring timely and effective resolution for customer concerns.
- **Performance & Efficiency**:

- Develop and implement strategies to improve the efficiency and effectiveness of the French-language support team.
- Track team performance metrics and customer satisfaction, providing regular reports to management.
- **Policy & Compliance**:

- Ensure all agents adhere to AutoShack’s policies, procedures, and regulatory requirements.
- Support and maintain a positive, professional work environment aligned with company values.
- **Cross-Department Coordination**:

- Collaborate with other departments, including the Contact Center, Operations, and Sales, to ensure smooth communication and customer service consistency.
- **Hiring, Onboarding, and Training**:

- Participate in the recruitment, onboarding, and training of new French-language agents to meet the demands of our expanding customer base in Quebec.

**Qualifications**:

- **Experience**:

- Minimum of 3 years in a contact center, with at least 1 year in a leadership role.
- Proven track record in managing and coaching teams, with strong performance management experience.
- **Skills**:

- **Bilingual (French and English)**: Fluent in both languages, with excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities, with a focus on customer resolution.
- Proficiency with contact center software, Microsoft Office Suite, and CRM systems.
- **Education**:

- Bachelor’s degree in business, communications, or a related field preferred.

**Why Join AutoShack?**:

- Be part of a dynamic, growing team with an exciting expansion into Quebec.
- Opportunity to lead a team that plays a critical role in serving our French-speaking customers across multiple platforms.
- Competitive salary, comprehensive benefits, and a supportive, growth-oriented work environment.

If you’re an experienced contact center leader with bilingual proficiency in French and English and a passion for customer service excellence, we want to hear from you

**Job Types**: Full-time, Permanent

Pay: $24.00-$26.50 per hour

Expected hours: 39 - 44 per week

**Benefits**:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care

Schedule:

- Day shift

Ability to commute/relocate:

- Stittsville, ON K2S 1E7: reliably commute or plan to relocate before starting work (required)

**Education**:

- AEC / DEP or Skilled Trade Certificate (preferred)

**Experience**:

- Call center: 5 years (required)
- Supervising: 3 years (required)

Licence/Certification:

- Driving Licence (required)

**Location**:

- Stittsville, ON K2S 1E7 (preferred)

Work Location: In person