Job Opportunities in Canada


September 9, 2024

Answer 365

Moncton

FULL TIME


Bilingual Team Leader

Job Purpose
Bilingual Team Leader involves overseeing day-to-day operations 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.
Responsibilities
  • Handle Calls and Escalations: Manage account-related calls and escalate issues as necessary, answers calls
  • Maintain Workspace: Ensure cleanliness in common areas and the board room.
  • Email Triage: Assign customer service emails to the appropriate department.
  • 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.
Qualifications
  • Leadership Experience: Proven experience in leading a diverse team and managing performance.
  • Communication Skills: Effective oral and written communication with clients and management.
  • Stress Management: Ability to stay calm and professional under pressure.
  • Conflict Resolution: Strong skills in listening and resolving conflicts.
  • Coaching Ability: Experience in providing constructive coaching and development.
  • Time Management: Strong skills in multitasking and managing time effectively.
  • Technical Skills: Basic knowledge of MS Office Suite (Excel, Word, Power Point); familiarity with flow charts is a plus.
  • Team Player: Ability to work well within a team.
  • Background Check: Satisfactory criminal record check required.
  • Bilingualism: Fluency in both English and French is mandatory.
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 Type: Full-time
Pay: From $22.00 per hour
Expected hours: 32 – 44 per week
Additional pay:
  • Bonus pay
Benefits:
  • Casual dress
  • Dental care
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care
Schedule:
  • 8 hour shift
  • Day shift
  • Evening shift
  • Holidays
  • Monday to Friday
  • Weekends as needed
Application question(s):
  • Have you worked for Answer 365 in the past?
  • This is an in office position, are you able to commute to the office?
  • Do you have any restrictions with regards to hours/days, if so please advise?
Experience:
  • Supervising: 1 year (preferred)
Work Location: In person
Application deadline: 2024-09-25

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