Bilingual Team Leader
WHAT YOU WILL DO AS A BILINGUAL TEAM LEADER This role involves overseeing day-to-day operations in a call center environment and providing support to your team. You’ll be responsible for coaching and developing your team to achieve performance metrics and maintaining a high level of customer service.
CAREER GROWTH AND PERSONAL DEVELOPMENT This is a great opportunity to a new career. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. We offer a range of Learning and Development programs designed to set you on your way to the career you’ve always wished for.
Responsibilities
- Handle Calls and Escalations: Manage account-related calls and escalate issues as necessary, jump in and help the team answer calls
- Monitor and Coach: Observe agents' performance, provide feedback, and identify areas for improvement.
- Assist Agents: Address work-related concerns professionally and confidentially.
- HR Collaboration: Work with HR to handle personal concerns of agents discreetly.
- Internal Procedures: Coach agents on internal policies and client feedback.
- Update Directories: Maintain accurate directory and on-call information.
- System Monitoring: Investigate system issues, complete performance reports, and communicate findings to management.
- Independent Work: Manage tasks with minimal supervision and maintain confidentiality.
- Shift Coverage: Ensure shifts are covered in case of staff absences
- Maintain Workspace: Ensure cleanliness in common areas and the board room.
Qualifications
- Leadership Experience: Proven experience in leading a diverse team and managing performance.
- Coaching: Experience in providing constructive coaching and development is essential
- Communication Skills: Effective oral and written communication with clients, operators and management.
- Stress Management: Ability to stay calm and professional under pressure.
- Conflict Resolution: Strong skills in listening and resolving conflicts.
- Time Management: Strong skills in multitasking and managing time effectively.
- Technical Skills: Basic knowledge of MS Office Suite (Excel, Word, PowerPoint); familiarity with flow charts is a plus.
- Team Player: Ability to work well within a team.
- Bilingualism: Fluency in bothEnglish and French is mandatory.
Job Details
- Job Types: Full-time, Permanent
- Pay: Starting at $22.85 per hour after probation $24.85 per hour
- Expected Hours: 32 – 48 hours per week
- Hours are between 7a – 11pm AT (Atlantic Time)
- Benefits: Medical/dental/vision, long-term disability, life insurance, employee assistance program
- Upon completion of probationary / learning period, pay rate increases to $24.85 per hour. We evaluate our pay annually to ensure we are fair and consistent with the industry as well as recognizing the cost-of-living changes
- Bonus opportunities for meeting job requirements ranges $0.85 - $1.25 per hour worked in past 4 weeks paid monthly (Evaluated based on Key Performance indicators (KPI’s) i.e. Quality, attendance, work efficiencies)
- Working remote 32 hours or more, we subsidize your internet costs ($50 local providers, $100 where satellite is required) paid monthly
- Equipment is provided
- Vacation accrual starts at 6% (3 weeks/15days) immediately, tracked on your pay statements so you can take time off with pay once accrued (after probation period)
- RRSP – you are eligible after 1 consecutive years’ service, this is a company paid, there is no required contribution from the employee and no vesting period, as soon as it’s deposited, it belongs to you. Once enrolled, you receive biweekly contributions of $0.50 for every hour worked towards your retirement
Equal Opportunity Statement Answer 365 is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human rights legislation
Work Authorization Only qualified applicants who are legally authorized to work in Canada will be considered.
Background Check Applicants must complete and pass company background check
This role requires a balance of leadership, communication, and organizational skills, and being bilingual is essential to meet the needs of the team and clients.
Job Types: Full-time, Permanent
Pay: $22.85-$24.85 per hour
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Can you confrim you are fluent in French & English, reading, writing and speaking?
- Are you available to work between 7a - 11p AT, weekdays, weekends and holiday's?
- Do you have experience coaching and leading a team? Please provide examples and which position you held a supervisory role.
Experience:
- Supervising: 1 year (required)
Work Location: Remote
