Bilingual Contact Centre Supervisor Job in Toronto, ON - Adecco
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Job Summary
Bilingual Contact Centre Supervisor
Location: Toronto, ON Category: Sales & Customer Service
Status: Direct Hire Reference: ca_en_2_026659_12594
Posted: February 13,2017 Salary: N/A

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Adecco is searching for a full-time permanent Contact Centre Supervisor who will oversee the Sudbury contact centre with support from the Contact Centre Manager located in Guelph for ON1Call. To qualify for this role you must minimum 4 years experience providing excellent customer service and a minimum 3 years supervisory experience. This position is working for a Not For Profit company with benefits after 3 months. This is an inbound call center.


Bilingual Contact Centre Supervisor Primary Responsibilities:

*Ensure agreed customer service standards are consistently met

*Provide guidance and coaching to agents regarding product, processes and procedures as needed (determined by Contact Centre Manager)

*Consistently monitor staff levels and liaise with management regarding any adjustments

*Consistently monitor and Improve quality results; liaise with the Contact Centre Manager to implement changes as required

*Monitor systems and efficiently report issues or concerns to the appropriate parties

*Ability to train new agents on ON1Call applications, policies, procedures and duties

*Ability to continuously develop knowledge of ON1Call and all Contact Centre requirements for best training escalation handling results; assisted by the Contact Centre Manager as required

*Daily communication and reporting to Contact Centre Manager

*Monitor and report any system or IT related issues to IT Manager

*Actively participate in performance appraisals for direct reports with support from Contact Centre Manager

*Supervise the day-to-day operation of the Contact Centre and assist the Contact Centre Manager as required



Bilingual Contact Centre Supervisor Qualifications:

*Excellent customer service skills

*Proven skills in:

* Time and priority management

*Communication and interpersonal relations

*Analytical thinking and problem solving

*Leadership and management

*Coaching and motivational skills

*Intermediate skills with Microsoft Office Suite, the desire and ability to learn new software

*Ability to work as part of a team

*Positive attitude

*Able to work well under pressure and adaptable to rapid change

*Must be flexible with hours as schedules could change pending business needs.



Bilingual Contact Centre Supervisor Education/Experience:

*Minimum 4 years experience providing excellent customer service

*Minimum 3 years supervisory experience

*Minimum 2 years experience in a call centre environment an asset

*Post-secondary education and / or Industry experience are assets

*Fluency in both official languages



To apply for this position Bilingual Contact Centre Supervisor please click on apply now!

B6659

B6659


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**Note: Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.**