Bilingual Team Manager (Fr/Eng)

Concentrix - Hamilton, ON (30+ days ago)

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Bilingual (French) TEAM LEAD

This position provides day-to-day direction and guidance to a team of call centre representatives. The Team Leader plans and evaluates workflow and coordinates work activities to achieve volumes expected to meet operational requirements. Based on established standards, this position will monitor staff performance and the daily application of organizational policies and procedures, provide feedback, coaching, and ongoing development to meet client and corporate quality expectations. The Team Leader will recommend operational improvements and may approve special price concessions, quotes, allowances, or adjustments. The position serves as a first-line supervisor for 15 agents; may provide input into hiring decisions and personal appraisals, but not necessarily make hiring decisions or conduct personal appraisals. The typical requirement is one to three years´ of experience in call centre operations. Fluent in French and English.

Responsibilities:

  • Monitors and manages absenteeism and punctuality
  • Prepares payroll documentation for subordinates and maintains personnel files
  • Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
  • Provides leadership to subordinates through exemplary professionalism and customer service
  • Meets regularly with direct reports individually and collectively for mentoring and program updates
  • Gathers and/or oversees collection of procedural and product information and documents
  • Assists with business centre training needs analysis and program development
  • Prepares various reports (fulfillment, correspondence, quality management, billing)
  • Formats standard letters for correspondence
  • Uses appropriate tools to manage and report nonconformance in document control processes
  • Communicates department and organizational objectives and goals to subordinates
  • Coaches subordinates on organizational standards and provides position training as required
  • Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
  • Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
  • Manages departmental resources through effective recruiting, delegation, and organization
  • Monitors team compliance to quality standards using established audit procedures and systems

Essential Qualifications:

  • Education / Knowledge: High School Diploma or equivalent; general knowledge of Windows-based applications; good understanding of call centre operations, metrics, and general procedures.
  • Experience / Skill: One to three years successful experience working directly in a call centre environment, ideally in a sales role; demonstrated supervisory and sales skills

Job Type: Full-time

Experience:

  • Call Centre: 3 years (Preferred)

Language:

  • French (Preferred)