• Full Time
  • Remote

Social Enterprise for Canada

 

Job Title:

Multilingual Services Supervisor
 

Work Hours:

Schedule:

  • 8 hour shift
  • Monday to Friday
 

Wage:

Salary: $55,000.00-$60,000.00 per year

Benefits:

  • Extended health care
  • Paid time off
 

Location:

Newmarket, ON

Temporarily remote

 

Job Description

he Multilingual Services Supervisor’s overall responsibility is for the leadership of the Contact Centre operations, including the services of interpretation, translation and multilingual telephone service for the various customer service lines, to significantly improve the customer experience and assist with the growth of business within specific targets.

The Multilingual Services Supervisor determines operational strategies by conducting needs assessments, performance reviews, capacity planning and cost to budget analysis; identifying and evaluating technologies; defining user requirements; establishing productivity, quality and customer service standards; contributing information and analysis to corporate strategic plans and reviews.

The Multilingual Services Supervisor maintains and improves contact centre operations by monitoring system performance, identifying and presenting solutions to problems. The Contact Centre provides the services of interpretation, translation and telephone services.

Competencies & Attributes

  • Accountability
  • Communication
  • Decision Making
  • Relationship Building and Networking
  • Risk Management
  • Teamwork
  • Leadership
  • Resource and Fiscal Management
  • Organizational and Environmental Awareness
  • Adaptability
  • Analytical Thinking
  • Results Oriented
  • Customer Focus
  • Planning and Organizing
  • Critical Thinking
  • Ethics
  • Professionalism
  • Customer Service
  • Negotiation

.Job Duties

  • Directly supervise a team of on site and remote Information Specialists, ensuring compliance to service level expectations, productivity and customer service and quality requirements
  • Empower agents to deliver a first call resolution priority objective
  • Conduct agent call handling quality checks, routine monitoring and deliver feedback to drive cu
  • Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews, goal setting and deficiency management
  • Review call centre performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments
  • Generate reports as required by supported departments
  • Develop and maintain short and long range strategic plans
  • Monitor trends for forecasting and analysis towards optimizing staffing and service delivery
  • Show an understanding of concept evolution and demonstrate acceptance by modeling operations to reflect change positively
  • Actively participate in cross-functional initiatives/projects, both internal and external, while acting as a subject matter expert
  • Participate as required in meetings with technology department to review performance and needs for customer facing and reporting technology
  • Work with lines of business/service partners on new initiatives to identify impacts, support the rollout of the initiative and monitor quality of implementation
  • Identify and manage execution of operational improvements to ensure that they deliver operational efficiencies and customer experience
  • Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness
  • Remain fully current on all operational process and procedures including policy and regulations
  • Handle escalated customer issues as needed
  • Act as a key contact in deployment of emergency response
  • Ensure all telephony and computer equipment is maintained and accounted for
  • Collaborate on budget development and monitor sand report on expenditures monthly
 

Qualifications:

Requirements

  • Post-secondary diploma or degree in Communication, Business Administration, Information Technology, Telephony/ Telecom or a related field
  • Minimum 5 years contact centre experience
  • Minimum 2 years of “supervisory” experience leading or implementing call centre solutions from a business perspective is required.
  • Working knowledge of Contact Centre design elements, technology infrastructure and software applications;
  • Experience managing multiple internal and external relationships, including the ability to work closely with a variety of stakeholders to achieve common business objectives
  • Strong organizational and project management skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders
  • Well-developed presentation and interactive skills sufficient to present both factual and conceptual information/ideas
  • Strong analytical and creative, customer-focused problem-solving skills.
  • Clean Vulnerable Sector Screen

Nice To have:

  • Multilingual
  • Experience working with newcomers/providing newcomer services
  • Ability to create IVRs
  • Working knowledge of “Cisco Finesse” software and its tools
 

Vaccination Policy:

SEC has implemented a mandatory vaccination requirement for all its employees. SEC will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.
 

Employer:

Social Enterprise for Canada
 

How to Apply:

Please apply by clicking the button below. 
 

Date Posted:

January 13, 2022  

Posting expires:

February 13, 2022

To apply for this job please visit ca.indeed.com.

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