Bilingual Call Centre Supervisor

Our client, a well-known organization in the nonprofit space is seeking a Fluently Bilingual Call Centre Supervisor to join their team. This position will start off as a 3 month contract with strong possibility of extension. This is a fully remote position and may be performed anywhere in Canada.  

RESPONSIBILITIES

• Oversee daily contact centre operations 
• Meeting coordination.
• Oversee quality control of phone calls (both inbound and outbound) and perform followups.
• Ensure compliance with procedures and policies by call centre agents on shift.
• Complete performance evaluations and periodic reports.
• Assist with conducting inbound and outbound phone calls when extra support is required 
• Make recommendations on procedure and practice improvements.
• Supervise, train and coach the Contact Center Agents.
• Manage, create, and update Contact Center Agent’s schedule in collaboration with the Contact Center Lead.
• Approve Contact Center Agents timesheets, vacation, and leaves.
• Provide feedback to team members on the quality of calls, mastery of procedures and processes, and the quality of notes transcribed into the various forms.
• Provide leadership in the development of work plans and career development plans for assigned staff.
• Support implementation of all People Services policies and practices, ensuring opportunities are created for professional development, recognizing, and celebrating successes, and cultivating a culture of teamwork, collaboration and innovation across all levels and functions of the organization.

Qualifications 

• Bilingualism is mandatory, both spoken and written.
• Post secondary education completed 
• 6 months minimum experience working in a leadership position in a call centre environment
• Ability to use common Microsoft applications, primarily Word, Excel and Outlook.
• Ability to work on rotating day, evening, and night shifts (as well as weekends and holidays) 
• Some overtime may be required 

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.