Bilingual Team Leader – Moncton

We are hiring a bilingual team leader (Moncton)

Position

Bilingual Team Leader involves overseeing day-to-day operations and providing support to your team. You’ll be responsible for coaching and developing your team to achieve performance metrics and maintaining a high level of customer service.

Responsibilities

• Handle Calls and Escalations: Manage account-related calls and escalate issues as necessary, answers calls
• Maintain Workspace: Ensure cleanliness in common areas and the board room.
• Email Triage: Assign customer service emails to the appropriate department.
• Monitor and Coach: Observe agents’ performance, provide feedback, and identify areas for improvement.
• Assist Agents: Address work-related concerns professionally and confidentially.
• HR Collaboration: Work with HR to handle personal concerns of agents discreetly.
• Internal Procedures: Coach agents on internal policies and client feedback.
• Update Directories: Maintain accurate directory and on-call information.
• System Monitoring: Investigate system issues, complete performance reports, and communicate findings to management.
• Independent Work: Manage tasks with minimal supervision and maintain confidentiality.
• Shift Coverage: Ensure shifts are covered in case of staff absences.
• Remote after training expected

Qualifications

• Leadership Experience: Proven experience in leading a diverse team and managing performance.
• Communication Skills: Effective oral and written communication with clients and management.
• Stress Management: Ability to stay calm and professional under pressure.
• Conflict Resolution: Strong skills in listening and resolving conflicts.
• Coaching Ability: Experience in providing constructive coaching and development.
• Time Management: Strong skills in multitasking and managing time effectively.
• Technical Skills: Basic knowledge of MS Office Suite (Excel, Word, PowerPoint); familiarity with flow charts is a plus.
• Team Player: Ability to work well within a team.
• Background Check: Satisfactory criminal record check required.
• Bilingualism: Fluency in both English and French is mandatory.

This role requires a balance of leadership, communication, and organizational skills, and being bilingual is essential to meet the needs of the team and clients.

Job Type: Full-time

Expected hours: 32 – 44 per week

Benefits:

• Casual dress
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• On-site parking
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience:

• Supervising: 1 year (preferred)

Work Location: Remote or in office Moncton, NB

To apply for this position please send your resume and cover letter to:

resume@answer365.ca