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Job
 

Bilingual call center supervisor

Reference number: 
95337
Publication date: 
> 20 days 
Sector of activity: 
Sales and customer service
Main functions: 
Supervise interviewers and monitor team performance
 Ensure that all verbal and written instructions and transactions are completed correctly
and accurately
 Conduct briefing with interviewers to train on study objectives, scripts, call lists and
protocols
 Ensure flollow up of KPI and reporting of results
 Provide positive feedback to agents based on the quality of their work, productivity and
attendance
 Ensure timeframes for answering calls and responding to messages being met for each
of the projects
 Participate in project planning and scheduling
 Manage and analyse data collection for research studies
 Identify training needs based on individual staff performance and coordinate training
program execution
 Coach and motivate staff to meet growth and leadership opportunities
 Execute administrative tasks related to managing assigned staff
State: 
Permanent
Schedule: 
Full time
Quarter: 
Day, Evening, Weekend
Number of hours per week: 
40 hours
Salary: 
13,25$ by hour
Job start date: 
2015-09-07
Number of positions to fill: 
2
Requirements
Languages asked for
French: 
Excellent
English: 
Excellent
Education
Level: 
Collegial
State: 
Finished
Details: 
2+ years experience in a research call center
 2+ years supervisory experience, preferably in a call center, customer service or
research environment
 Bilingualism French and English in reading, writing and speaking
 Ability to effectively supervise call center staff, achieve quality and productivity standards
 Facility with numbers and ability to analyse KPI
 Strong verbal, written and interpersonal communications skills
 Strong telephone manner and customer service skills
 Strong organizational skills
 Ability to manage time effectively in a fast paced environment
 Problem solving skills and results oriented
 Attention to detail, accuracy and follow-up
 Ability to multitask, dynamism and enthusiasm
 Knowledge of Microsoft suits

Working experience
Minimum experience required: 
2 years
  • Resume required
    • Work place
    Montreal ,  Montreal, Quebec
     
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