The Bilingual Supervisor for the Contact Centre plays a crucial role in encouraging a high-performing, customer-focused team. This position involves guiding, coaching, and mentoring team members to ensure their professional development and engagement. Reporting directly to the Manager, the Supervisor is responsible for handling the daily operations of the team, ensuring service levels are met, and maintaining departmental standards through effective performance management. At the heart of our mission is a dedication to outstanding customer service. This role offers a hybrid work schedule, with in-office days on Tuesday, Wednesday, and Thursday each week.

REQUIRED QUALIFICATIONS:

• Over three years of proven leadership experience or an equivalent background.
• Bilingual (verbal & written proficiency) in both French and English due to frequent interaction with internal/external English-speaking customers or employees outside of Quebec.
• Proven experience working in a fast-paced customer service environment.
• Strong interpersonal, communication (verbal and written), analytical, and problem-solving skills.

PREFERRED QUALIFICATIONS:

• Strong understanding of Group Benefits health and dental insurance will be considered an asset.
• Expertise in Microsoft Office (Excel, PowerPoint, Word) and business system applications.
• Capable of making informed and timely decisions, advising and influencing others, leading staff and customer relationships, and prioritizing work in a fast-paced environment.
• Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month.

• Prioritize employee well-being while driving key performance outcomes for the business.
• Coordinate daily operations of the group benefits contact center, coordinating efforts across all locations.
• Handle, mentor, and develop team members to ensure service quality and efficiency, including regular mentor sessions and team meetings.
• Support employee engagement activities and contribute to the hiring process to ensure team compatibility.
• Analyze metrics and provide feedback for audits, implementing solutions and service recovery measures.
• Address escalated inquiries, collaborate with internal collaborators, and lead or assist in initiatives and projects.