Chef.fe d'équipe bilingue, service à la clientèle (hybride) / Bilingual Team Lead, customer service (hybrid)
About The Position
Alterfina is currently experiencing rapid growth and has just entered the Ontario market. With this comes, naturally, a growing need to hire new, fully bilingual employees. As a Bilingual Team Leader, Customer Service, you’ll be the on-the-ground leader whom agents consult, listen to, and follow. You’re present, approachable, and solution-oriented. You create an environment where people want to excel—because they feel supported, guided, and recognized. You’re the linchpin between the team, process quality, and the customer experience. You ensure consistency, inspire rigor, and help each person bring out their best.
Requirements
- You’re an inspiring leader, capable of empowering others without micromanaging
- You know how to create a healthy, positive, and performance-oriented environment
- You have 2 to 4 years of experience as a team leader or coach in a customer service call center
- You’re bilingual, detail-oriented, and keep a cool head in complex situations
- You’re solution-oriented and enjoy seeing your team thrive under your guidance
Responsibilities
- Be present on the floor and available every day to answer questions, clarify priorities, and guide decisions
- Provide ongoing training and on-the-job coaching (observations, feedback, support)
- Actively participate in the onboarding of new agents
- Collaborate with the supervisor, quality control specialists, and other internal teams
- Drive continuous improvement—processes, tools, and customer communication
- Flexible support (evenings or weekends as needed)
- Manage issues or problems requiring in-depth follow-up
- Support process improvement projects (testing, implementation)
- Work closely with the supervisor and quality control agents to improve the department’s performance
Benefits
- Comprehensive insurance (health, dental, vision), with 50% covered by the employer
- Free access to telemedicine and an Employee and Family Assistance Program (EFAP)
- Group RRSP with employer contribution
- Generous vacation time and 7 sick days
- Recognition program to honor length of service
- Access to continuing education for professional development
- An active wellness committee—concrete initiatives all year round!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
