Job Description
We are looking for a Bilingual Call Centre Supervisor to join our team. You will be responsible for maximizing customer service performance, through performance management of the team including, but not limited to meeting objectives, compliance to attendance, punctuality and company policies, disciplinary actions. The role will report to the Call Centre Manager and is a remote position . Our Headquarters are in Ottawa, Ontario.
What you will do:
· Success, development, and performance management of Team including but not limited to coaching, constructive support and disciplinary action as required
· Support and provide direction for team management and ensuring all Agents understand processes and procedures and they are supported accordingly
· Day to Day support and management of a service-oriented environment
· Resolve escalated customer issues as required, on a timely basis
· Support RA/Care Agent’s during rush period by interacting with customers on Care/RA calls
· Coach and provide support to new agents once training has been completed
· Ensure all queues are managed effectively.
· Advise Call Centre Manager of any performance issues along with recommendations.
· Develop and maintain effective collaborative relationships with internal and external stakeholders.
· Assist store owners as required by providing support through the Supervisor Line.
· open and close call center daily and submit reporting to Leadership Team.
· Verify that daily CRM entries are accurate.
· Report all attendance/lates/leave early on a daily basis to CC Manager.
· Pull and listen to calls as required to resolve a store/customer complaint.
· Troubleshoot Agent technical issues and resolve or escalate, as necessary.
· Provide agents with continuous live up-to-date information on stores (such as no quote times, no delivery, missing items and more)
· Manage and respond to emails in all mailboxes daily and file accordingly.
· Bilingual French/English is mandatory.
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