Guest Services Supervisor - Bilingual

ARC'TERYX•Vancouver, BC

1d•$71,000 - $89,000•Hybrid

About The Position

As Guest Services Supervisor – Bilingual, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service. In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right. This role is based out of our North Vancouver office and may be open to a hybrid work schedule depending on business needs and per department policy. The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

Requirements

Previous 2+ experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching
3+ years’ experience in a Contact Centre Service environment
Experience driving employee engagement and recognition programs
Able to read, write, fluently speak and understand both the French and English language
Excellent communication skills and the ability to coach in both French and English
Post-secondary education in a related field or a combination of related experience
Excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization
Set the standard of performance through your personal example
Remain highly flexible and adaptable
Set a clear vision, align your team around common objectives, and foster commitment to these objectives
Proactive in identifying the root cause of issues and developing solutions
Inspire breakthrough thinking and continuous improvement
Experienced in and able to navigate difficult conversations
Highly effective verbal and written communication skills
Strong interpersonal communication skills
Effective problem-solver
Excellent attention to detail
Effectively balance autonomy and collaboration
Proficient in the use of Microsoft Office, particularly Microsoft Excel, and ideally have knowledge of Salesforce, Calabrio or similar systems
Knowledge of Arc’teryx products and/or other outdoor related products
Passion for your work is paralleled by your passion for getting outside and living it

Responsibilities

Leading and coaching a team of Representatives towards high performance through individual strengths lens and helping them set annual objectives
Connecting with each team member weekly in individual check ins
Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals
Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams
Assisting with questions from representatives and supporting in the resolution of escalated issues if needed
Troubleshooting system errors that may arise in conjunction with our technology teams
Cultivating a culture of high performance, managing and improving your team’s performance of core department metrics KPIs
Generating reports and auditing service levels
Writing and conducting formal annual performance appraisals for your team
Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations
Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts
Coaching your team to deliver high-quality, guest-centric interactions that align with brand tone and our Quality Assurance standards.
Encouraging comfort and confidence with engagement in order processes and supporting team members through coaching or shadowing
Guiding and leading your team through departmental improvements and evolution
Creating and developing French language resources to support team operations, training, and communications
Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
Providing valuable insights on various projects through meetings, user acceptance testing and change management
Contributing to the development of new measurements to improve service levels and document standard operating procedures
Supporting the growth of the team with interviewing, hiring and onboarding new representatives
Facilitating French language interviews to assess candidate qualifications and language proficiency
Planning and designing employee engagement initiatives, including monthly incentives and recognition programs.