Bilingual Supervisor, Customer Service

Accountabilities: Lead, supervise, and develop a team of approximately 20–30 Customer Service Representatives and Team Leads, promoting high-quality customer interactions and achievement of service objectives. Communicate updates regarding programs, policies, procedures, requirements, and operational initiatives to ensure the team remains informed. Monitor individual and team performance, including quality assurance scores, call quality standards, schedule adherence, productivity, and key performance indicators. Review customer interactions and performance scorecards, then organize coaching sessions, training activities, role-playing exercises, and knowledge-sharing opportunities. Provide ongoing guidance, constructive feedback, and mentoring to strengthen employee capabilities and maintain consistent service standards. Manage customer escalations professionally, support troubleshooting, and help resolve complex or sensitive issues while balancing customer and business needs. Oversee back-office operations and ticket management, ensuring requests and issues are handled efficiently. Collaborate with managers, supervisors, Quality Assurance, and Real-Time Adherence (RTA)/Planning teams to identify performance gaps, improve procedures, and address operational challenges. Contribute to the development and updating of training materials, program documentation, and agent resources. Coordinate staffing and scheduling activities, review coverage across campaigns, and manage employee requests related to schedules and time off. Track employee working hours and maintain accurate information for payroll purposes. Collect and record data relating to customer interactions, agent productivity, and issue resolution to support reporting and operational analysis. Support special projects and assist with front-office or back-office customer service activities when required. Provide on-call coverage as assigned and participate in team-building activities that support a positive working environment. Adapt to changing operational priorities while maintaining service continuity and team engagement. Requirements: At least 1 year of proven experience as a Call Centre Supervisor or in a similar supervisory role. At least 2 years of customer service experience, with a strong customer-focused mindset and commitment to high service standards. Professional fluency in both English and French, spoken and written. Strong leadership and people-management skills, with the ability to organize workflows and guide team performance effectively. Excellent empathy, active listening, and conflict-resolution skills, including the ability to manage difficult or sensitive situations tactfully. Demonstrated ability to coach, train, mentor, and motivate employees while providing clear and constructive feedback. Strong computer skills, including advanced knowledge of Microsoft Office Suite; experience with NICE software is an asset. Excellent interpersonal and communication skills, with the ability to work effectively with employees, management, and other stakeholders. Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines. Analytical and critical-thinking abilities, including attention to detail and effective problem-solving in a fast-paced environment. Flexibility and adaptability when responding to changing business needs, operational requirements, and priorities. Willingness to complete initial training and participate in ongoing training and professional development. Availability to work varied shifts within a flexible, full-time schedule, including evenings, weekends, and holidays, as the contact centre operates 24 hours a day, 7 days a week, 365 days a year. Benefits: Annual salary: CAD $55,000–$65,000. Fully remote work arrangement. Full-time employment. Flexible scheduling within a 24/7 operational environment. Ongoing training and opportunities to develop professional and leadership skills. Collaborative and inclusive workplace culture focused on teamwork, ownership, creativity, and employee development.