Bilingual Team Lead, Customer Support

Mitsubishi HC Capital Canada•Trois-Rivières, QC

10h•Hybrid

About The Position

As part of the Customer Service team as a Team Leader, you will be responsible for coordinating the day-to-day activities of your department while ensuring that employees are provided with a work environment that reflects the company's values and optimizes the customer experience.

Requirements

Fluent in French and English, both oral and written, in order to serve our clients across Canada.
Excellent verbal and written communication skills, and ability to present information and ideas to different audiences in a clear, strategic and timely manner.
Coaching and mentoring skills are essential in this role, as you have the ability to influence others and demonstrate the skills, knowledge, and experience needed to guide your team.
Good organizational skills, taking a proactive approach to managing your priorities.
Able to analyze relevant information, distinguish facts from opinions and perspectives, and make effective decisions.
At least 3 years of experience as a supervisor in a customer service position.

Nice To Haves

College diploma or DVS (an asset).

Responsibilities

Manage the day-to-day activity within the customer service team and provide support and expertise for team members.
Support agents in managing calls and emails when response times cannot be met.
Handle escalations that require the attention of a manager.
Receive calls and respond to customer queries in case of high volume.
Make sure to follow the response protocol put in place (call evaluation grid).
Make sure to maximize all SEO opportunities.
Participate in the training of new employees of the department.
Participate in various projects aimed at developing the team and optimizing the department.
Ensure the sound management of representatives by ensuring, among other things, that their training/coaching needs, conduct their performance evaluations and all other tasks related to the sound management of human resources.
Take an active part in the management of projects within the department while sharing all optimization ideas to improve the procedures and processes in place.
Perform any other tasks related to the position.

Benefits

Permanent full-time position
Hybrid work environment
Vacation and flexible leave as soon as you start with us
Personal spending account
Competitive compensation plan including a bonus program
Group retirement plan including an employer contribution
Complete group insurance program paid in part by the company
Several opportunities for professional growth and access to an online training platform
Wellness program focused on mental, physical, financial and social health
Employee and family assistance program accessible at all times