Bilingual Supervisor, Customer Service

Who Are We?

Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of Collaboration - We work as one team to delight our customers and build strong relationships that last.

Integrity - We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus. Leadership - We are empowered to take the initiative – to proactively deliver to our partner's unique needs and help drive our company’s growth. Ownership - We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments. Creativity - We provide innovative, flexible solutions that lead us, and our partners, into the future. Community - We value each other and work together to have a positive impact on the world around us. Fun - We create a culture that attracts extraordinary talent, welcomes diversity, and brings enjoyment into the workplace.

What Is The Opportunity?

We are currently seeking a Supervisor, Customer Service, to join our multi-channel Contact Centre who will work remotely. In this exciting and challenging Supervisor role, you will report to the Manager, Customer Service, while leading a team of 20-30 Customer Service Representatives and Team Leads. The Supervisor is responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels. Our ideal candidate is a decisive and effective communicator across a wide range of stakeholders who can motivate a team and possesses excellent verbal and written skills, superior organizational and multi-tasking skills with a can-do attitude who thrives in a fast-paced high-volume setting.

What Is Your Day Going to Look Like?

• Communicate latest updates on programs, policies, procedures, requirements, initiatives to team

• Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow

• Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate

• Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols

• Handle specific requests from the agents with regards to work schedule, time off, etc.

• Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed

• Track agent hours for Payroll

• On Call coverage as assigned

• When possible, participate in team building games and activities

• Other duties as assigned