French Bilingual Team Leader
Job Type: Full-Time – On-Site
Required Availability: Monday to Friday, 7:30 am to 4:00 pm CST
Location: 550 Berry St, Winnipeg, MB R3H 0R9
Salary: $21.00 Hourly
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet, Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.
Summary of Position:
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, assisting Customer Experience Experts with any client-related questions and ensuring the Experts’ adherence to schedules, policies and procedures.
Job Duties / Responsibilities / Essential Functions:
- Monitor/audit each assigned associate in accordance with client requirements.
- Coach, train, and onboard team members to improve skill sets and ensure all employees reach their full potential
- Delegate daily tasks, assign priorities and monitor project timelines to ensure targets are met on time.
- Act as the main point of contact for daily operations, translate broader company strategies into actionable tasks, and escalate complex issues to managements
- 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 the training manual 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.
- Any other duties and responsibilities assigned by the management of the company.
Required Knowledge /Skills / Abilities / Qualifications:
- Education equivalent to a High School diploma/GED.
- Must be fluent in English and French. (Verbal & Written)
- Proven track record in a leadership, supervisory or relevant project-based role.
- Excellent emotional intelligence, conflict resolution, and communication abilities
- Ability to lead by example and inspire a supportive, productive team culture.
- Two years of prior call center experience preferred.
- 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
AnswerNet Offers Great Benefits:
- Ongoing training and development to ensure your success
- Paid training
- Paid time off
- Comprehensive benefits package (medical, vision, and dental)
- Employee Assistance Program
- RRSP program options
- Short and Long-Term Disability option
- Internal career advancement opportunities
- Free Parking
Environmental / Physical / Mental Demands
Ability and willingness to lift up to 20 lbs.
Ability and willingness to sit at a desk for the length of your scheduled shift
Ability and willingness to type on a computer
Ability and willingness to view and read a computer screen for the length of your scheduled shift
Ability and willingness to speak with clients and internal employees via telephone or e-mail
