Bilingual Supervisor, Contact Centre
About The Position
The Bilingual Supervisor, Contact Centre plays a crucial role in encouraging a high-performing, customer-focused team. This position involves guiding, coaching, and mentoring team members to ensure their professional development and engagement. Reporting directly to the Manager, the Supervisor is responsible for handling the daily operations of the team, ensuring service levels are met, and maintaining departmental standards through effective performance management. At the heart of our mission is a dedication to outstanding customer service. This role offers a hybrid work schedule, with in-office days on Tuesday, Wednesday, and Thursday each week.
Requirements
- 3+ years of insurance or investments experience, with leadership experience required.
- Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
- Proven experience working in a fast-paced customer service environment.
- Strong interpersonal, communication (verbal and written), analytical, and problem-solving skills.
- Strong technical proficiency in Microsoft Office and business system applications.
- Excellent verbal and written communication skills, including presenting to large groups.
- Strong analytical, problem-solving, organizational, and multi-tasking skills with sound decision-making abilities.
- Strong interpersonal skills, with the ability to influence, take initiative, manage staff and customer relationships, and maintain a commitment to quality.
- Capable of making informed and timely decisions, advising and influencing others, leading staff and customer relationships, and prioritizing work in a fast-paced environment.
- Ability to support the contact centre’s operating hours of 8 a.m. to 8 p.m. EST, including 1–2 evening shifts per month.
Responsibilities
- Prioritize employee well-being while driving key performance outcomes for the business.
- Coordinate daily operations of the group benefits contact center, coordinating efforts across all locations.
- Handle, mentor, and develop team members to ensure service quality and efficiency, including regular mentor sessions and team meetings.
- Support employee engagement activities and contribute to the hiring process to ensure team compatibility.
- Analyze metrics and provide feedback for audits, implementing solutions and service recovery measures.
- Address escalated inquiries, collaborate with internal collaborators, and lead or assist in initiatives and projects.
Benefits
- health
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy
- wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- paid holidays
- vacation
- personal days
- sick days
- full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
