Bilingual Customer Service Supervisor

Job Summary

To lead a dynamic team of 20-30 Customer Service Representatives remotely, the full-time Bilingual Customer Service Supervisor will manage team performance, provide training and coaching, and ensure exceptional customer experiences while collaborating with management on operational improvements.

Key Responsibilities

• Facilitate the ongoing development of the customer service team by sharing expertise on client programs and striving for exceptional customer satisfaction
• Professionally manage customer escalations and assist in troubleshooting and resolving issues to maintain service quality
• Monitor team performance metrics and collaborate with management to identify gaps in procedures and create training materials

Required Qualifications

• 1+ years of experience as a Call Center Supervisor or in a similar supervisory role
• 2+ years of customer service experience with a strong customer-focused mindset
• Proficiently bilingual in spoken and written English and French
• Strong management and leadership skills with the ability to handle conflict resolution effectively
• Computer proficiency, including advanced knowledge of Microsoft Office Suite; experience with NICE software is a plus