About the Role
Bilingual Call Centre Supervisor
Job Type
Contract
Industry
Non-Profit and Charities
Language
English,French
Work Arrangement
Remote
Specialization
Customer Service
Location
Ottawa, ON
Job Description
Our client, a well-known organization in the nonprofit space is seeking a Fluently Bilingual Call Centre Supervisor to join their team. This position will start off as a 3 monthcontractwith strong possibility of extension. This is a fullyremoteposition and may be performedanywherein Canada.
RESPONSIBILITIES
- Oversee daily contact centre operations
- Meeting coordination.
- Oversee quality control of phone calls (both inbound and outbound) and perform followups.
- Ensure compliance with procedures and policies by call centre agents on shift.
- Complete performance evaluations and periodic reports.
- Assist with conducting inbound and outbound phone calls when extra support is required
- Make recommendations on procedure and practice improvements.
- Supervise, train and coach the Contact Center Agents.
- Manage, create, and update Contact Center Agents schedule in collaboration with the Contact Center Lead.
- Approve Contact Center Agents timesheets, vacation, and leaves.
- Provide feedback to team members on the quality of calls, mastery of procedures and processes, and the quality of notes transcribed into the various forms.
- Provide leadership in the development of work plans and career development plans for assigned staff.
- Support implementation of all People Services policies and practices, ensuring opportunities are created for professional development, recognizing, and celebrating successes, and cultivating a culture of teamwork, collaboration and innovation across all levels and functions of the organization.
Qualifications
- Bilingualism is mandatory, both spoken and written.
- Post secondaryeducationcompleted
- 6 months minimum experience working in a leadership position in a call centre environment
- Ability to use common Microsoft applications, primarily Word, Excel and Outlook.
- Ability to work on rotating day, evening, and night shifts (as well as weekends and holidays)
- Some overtime may be required