Bilingual Customer Service Supervisor Job in SUDBURY, ON - Adecco

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Job Summary
Bilingual Customer Service Supervisor
Location: SUDBURY, ON Category: Sales & Customer Service
Status: Direct Hire Reference: ca_en_2_026659_12594
Posted: March 03,2017 Salary: N/A

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Our client in Sudbury, ON is looking for an experienced Supervisor to join their team. Ideal candidate will have experience supervisor 30+ customer service reps. Candidate may come for retail or call center background.

Position overview:
ON1Call is searching for a Customer Service Supervisor who will oversee the Sudbury contact centre with support from the Contact Centre Manager located in Guelph. This role will provide assistance to Team Leads and Agents. The Customer Service Supervisor will monitor attendance of the Sudbury contact centre and provide assistance to Team Leads with coaching for Agents. They will assist the Contact Center Manager with oversight and management of specified contact center functions, assist with the training of staff on systems, procedures, and provide assistance with escalated calls from Agents. The selected candidate will be responsible for reporting any activity in regards to facilities, day to day business and IT issues to appropriate Managers within the Guelph office.

Customer Service Supervisor Primary Responsibilities:

Ensure agreed customer service standards are consistently met
Must be flexible with hours as schedules could change pending business needs.

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 Center 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 Center Manager as required

Customer Service 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

Customer Service 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 but not required
Post-secondary education and / or Industry experience are assets
Fluency in both official languages

If you are interested in this Bilingual Customer Service Supervisor role please apply online!



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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.**