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Bilingual Support Center Supervisor

2 weeks ago

Christchurch, Canterbury, New Zealand Equifax Full time NZ$90,000 - NZ$120,000 per year

Sommaire du poste

Gérer les activités quotidiennes, surveiller le rendement des agents, offrir de l'encadrement et de la formation, gérer les problèmes signalés par les clients, assurer le respect des politiques et produire des rapports sur les indicateurs clés pour améliorer la productivité et la satisfaction de la clientèle. Faire le pont entre les agents et la direction; veiller à la motivation de l'équipe, à l'embauche et à l'optimisation des processus pour atteindre les objectifs opérationnels.

Vos futures tâches

  • Suivi du rendement de l'équipe : faire le suivi des indicateurs de rendement clés (IRC), comme les taux d'abandon d'appels, les résultats de satisfaction de la clientèle et la productivité des agents, afin de cerner les points à améliorer. 

  • Encadrement et formation : Offrir de l'encadrement, de la rétroaction et des occasions de perfectionnement continus pour aider les agents à améliorer leurs compétences et à offrir un excellent service à la clientèle.  Formation des nouveaux employés :

  • Évaluations du rendement : effectuer régulièrement des évaluations du rendement pour cerner les forces et les faiblesses et créer des plans de perfectionnement des compétences. 

  • Motivation et moral : maintenir la motivation de l'équipe, maintenir un moral élevé et créer un environnement de travail productif.

  • Activités quotidiennes : Gérer les activités quotidiennes de l'équipe du centre d'appels, y compris la planification et l'assiduité des employés, et veiller au respect des procédures établies.

  • Embauche et intégration : Participer au recrutement, à l'embauche et à l'intégration des nouveaux agents du centre d'appels pour s'assurer que l'équipe est dotée du personnel nécessaire.

  • Se déplacer occasionnellement à notre bureau de Toronto.

Expérience nécessaire 

  • Minimum de 5 ans d'expérience en service à la clientèle dont de 2 à 3 ans dans un poste de direction ou de supervision.

  • Capacité éprouvée à diriger et à motiver des équipes dans un environnement multimarque ou multidivisionnel.

  • Excellentes aptitudes en communication et en relations interpersonnelles.

  • Excellentes capacités de résolution de problèmes, de gestion du temps et de prise de décisions.

  • Connaissance de Gmail, Google Worksheet et Microsoft Office.

  • Bilinguisme (anglais et français).

Ce qui vous distingue des autres

  • Connaissance de la plateforme du projet CCAI.

  • Expérience en matière de fraude et d'enquêtes.

Synopsis of the Role

Managing daily operations, monitoring agent performance, providing coaching and training, handling escalated customer issues, ensuring policy adherence, and reporting on key metrics to improve productivity and customer satisfaction. Act as a bridge between agents and management, responsible for team motivation, hiring, and process optimization to achieve business goals.

What you'll do

  • Monitoring Performance on the team: track key performance indicators (KPIs) such as call abandonment rates, customer satisfaction scores, and agent productivity to identify areas for improvement. 

  • Coaching and Training: Provide ongoing coaching, feedback, and development opportunities to help agents enhance their skills and provide excellent customer service.  Provide training to new hires

  • Performance Evaluations: conduct regular performance evaluations to identify strengths and weaknesses, creating plans for skill development. 

  • Motivation and Morale:  keep the team motivated, ensuring high morale and a productive work environment

  • Daily Operations: Manage the day-to-day activities of the call center team, including scheduling, attendance, and ensuring proper adherence to established procedure

  • Hiring and Onboarding: Involved in recruiting, hiring, and onboarding new call center agents to ensure the team is properly staffed

  • Travel to our Toronto office occasionally

What experience you need 

  • Minimum 5 years of customer service experience, including 2–3 years in a leadership or supervisory role.

  • Proven ability to lead and motivate teams in a multi-brand or multi-division environment.

  • Strong communication and interpersonal skills.

  • Excellent problem-solving, time management, and decision-making abilities.

  • Knowledge of Gmail, Google worksheet and Microsoft Office

  • Bilingual - English & French

What could set you apart

  • Knowledge or CCAI Platform

  • Experience in Fraud & Investigations

Primary Location:

CAN-Montreal

Function:

Function - Fulfillment / Operations

Schedule:

Full time