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Bilingual Customer Service- Team Lead

job details

summary

    job details
    This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day-to-day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Experts with any client related questions and ensuring the Experts’ adherence to schedules, policies and procedures.

    Advantages
    • 4% vacation pay on every check
    • Paid weekly
    • Community care during this current pandemic
    • Benefits package available at a reduced rate from Day 1
    • Great company culture
    • Work from the comfort of your own home
    • Great experience

    Responsibilities
    ● Monitors call traffic and makes adjustments based on call center traffic patterns.
    ● Monitor/audit each assigned associate in accordance with client requirements.
    ● Provide personal and proactive feedback to associates both in one on one and group settings.
    ● Track progress of individual associates; recommend performance action plans for associates who
    are not meeting established standards.
    ● Work with supervisors and management to ensure that all associates are meeting quality
    standards.
    ● Provide training as needed to both new hires and experienced associates.
    ● Attend and contribute to both internal and client monitoring sessions.
    ● Remain knowledgeable on project information by keeping training manuals and memos updated
    and taking calls on assigned engagement(s).
    ● Track trends and make recommendations for refresher and/or up- training to the trainer(s).
    ● Prepares and analyzes internal and external quality reports for management staff review.
    ● Handles system emergencies with direction from IT department and/or appropriate vendor.
    ● Ensure staff has been updated on changes to existing business.
    ● Any other duties and responsibilities assigned by management of the company.

    Qualifications
    ●Education equivalent to a High School diploma/GED.
    ● Two years prior call center experience preferred.
    ● Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
    ● Excellent oral, written and interpersonal communication skills.
    ● Exceptional listening and analytical skills
    ● Ability to interpret complex KPIs and relate them to qualitative findings
    ● Experience with contact center software
    ● Requires a positive attitude, the ability to work independently or as part of a team and have a genuine interest in people and desire to help

    Summary
    - Apply directly on this site
    - Email your resume to us at riya.gupta@randstad.ca with subject line "Bilingual Customer Service- Team Lead*

    Human Forward

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
    This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day-to-day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, dispatching supervisory calls, assisting Customer Experience Experts with any client related questions and ensuring the Experts’ adherence to schedules, policies and procedures.

    Advantages
    • 4% vacation pay on every check
    • Paid weekly
    • Community care during this current pandemic
    • Benefits package available at a reduced rate from Day 1
    • Great company culture
    • Work from the comfort of your own home
    • Great experience

    Responsibilities
    ● Monitors call traffic and makes adjustments based on call center traffic patterns.
    ● Monitor/audit each assigned associate in accordance with client requirements.
    ● Provide personal and proactive feedback to associates both in one on one and group settings.
    ● Track progress of individual associates; recommend performance action plans for associates who
    are not meeting established standards.
    ● Work with supervisors and management to ensure that all associates are meeting quality
    standards.
    ● Provide training as needed to both new hires and experienced associates.
    ● Attend and contribute to both internal and client monitoring sessions.
    ● Remain knowledgeable on project information by keeping training manuals and memos updated
    and taking calls on assigned engagement(s).
    ● Track trends and make recommendations for refresher and/or up- training to the trainer(s).
    ● Prepares and analyzes internal and external quality reports for management staff review.
    ● Handles system emergencies with direction from IT department and/or appropriate vendor.
    ● Ensure staff has been updated on changes to existing business.
    ● Any other duties and responsibilities assigned by management of the company.

    Qualifications
    ●Education equivalent to a High School diploma/GED.
    ● Two years prior call center experience preferred.
    ● Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
    ● Excellent oral, written and interpersonal communication skills.
    ● Exceptional listening and analytical skills
    ● Ability to interpret complex KPIs and relate them to qualitative findings
    ● Experience with contact center software
    ● Requires a positive attitude, the ability to work independently or as part of a team and have a genuine interest in people and desire to help

    Summary
    - Apply directly on this site
    - Email your resume to us at riya.gupta@randstad.ca with subject line "Bilingual Customer Service- Team Lead*

    Human Forward

    Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

    Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.