Bilingual Supervisor, Customer Service

Job not on LinkedIn

🔥 16 minutes ago

🇨🇦 Canada – Remote

💵 CA$55k - CA$65k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 39 days.

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Serefin

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

✈️ Travel

💼 Consulting

Healthcare • Travel • Consulting

Serefin is a comprehensive service provider focused on simplifying healthcare navigation and enhancing accessibility. Their person-centered approach aims to make healthcare journeys easier through care coordination that puts people and families first. They offer solutions tailored to healthcare needs, emphasizing mental wellbeing, physical clinic services, and corporate employee assistance programs. Serefin also provides specialized services for industries such as government, finance, and telecom, through their contact center operations that streamline customer access and improve experiences. Their efficient care coordination services differentiate insurance programs and help optimize the utilization of benefits. With an integrated approach, they aim to improve health outcomes by transforming transactions into care plans and providing ongoing support.

📋 Description

• Lead a team of 20–30 Customer Service Representatives and Team Leads • Staff, develop, train, and coach the team to deliver exceptional customer experiences • Communicate updates on programs, policies, procedures, requirements, and initiatives • Listen to calls, review scorecards, schedule coaching sessions, and provide training, role-playing, and Q&A support • Monitor individual and team performance, including QA scores, call quality standards, schedule adherence, and KPIs • Collaborate with Managers and Supervisors on procedures, training materials, technical issues, and program documentation • Handle agent requests regarding work schedules and time off • Monitor agent schedules and request coverage adjustments for campaigns • Track agent hours for Payroll and provide on-call coverage as assigned • Facilitate customer service team development and achievement of customer service goals • Manage customer escalations, troubleshoot, and resolve issues • Support back-office operations and ticket management • Collect and input customer, team, productivity, and issue-resolution data for reporting and analysis • Work with Quality Assurance and RTA/Planning teams on quality scores and schedule adherence • Identify procedural gaps, create training materials, and provide coaching and mentoring • Foster a positive, respectful, and constructive work environment • Oversee special projects and assist with front- or back-office customer service needs

🎯 Requirements

• 1+ years proven experience as a Call Center Supervisor or similar supervisory position • 2+ years experience in customer service with a high standard of care and customer-focused mindset • Strong management and leadership skills and capable of efficiently managing workflow • Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution • Computer knowledge including advanced Microsoft Office Suite; previous experience with NICE software an asset • Proficiently bilingual, spoken and written - English/French • Exceptional interpersonal skills, proactive with a strong desire to coach, train and build skillsets • Ability to adapt to change and shift priorities as needed • Proven time-management skills and ability to meet deadlines • Analytical and critical thinking skills for solving complex problems; detail-oriented and thorough • Must successfully complete initial training and attend ongoing training and educational sessions • Availability for varied shifts and flexible full-time scheduling, including weekends, 24/7, 365 days per year

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