Supervisor, Consumer Service - Canada (Bilingual)

• Guide, mentor and oversee performance results for direct reports.
• Ensure appropriate staffing levels through forecast planning to include hiring, training, service evaluating, disciplinary actions, mentoring, coaching, succession planning, dismissing and other actions as required
• Assist associates with SAP/C4C system issues.
• Responsible for accuracy of associate time cards (Workday process and IEX)
• Serve as a resource to associates in the resolution of complex problems and/or issues.
• Oversee the team’s achievement of strategic initiatives and Associate performance, incorporate new business, determine business drivers, reduce per transaction cost, and increase efficiencies.
• Initiate process improvements, adhere to formal processes, and deploy proper business standards.
• Ensure the team’s collaboration with the Contact Center Operations group in the daily attainment of expected service levels, crisis avoidance and analyzing the business for continuous improvement.
• Foster and/or participate in campaigns using standard and creative alternatives which foster increased sales, Associate comprehension and engagement in today’s business drivers and targets.
• Oversee and regularly audit the team for full compliance of all audit requirements, formal processes and departmental procedures as well as Moen
• Foster unobstructed workflow and “clear lines of communication” within the team and the appropriate Contact Center departments, Marketing, Sales, Quality and Product Compliance.
• Embrace, foster and participate in training and educational opportunities that target professional growth for self and your direct reports.
• Respond to special assignments as requested and added responsibilities as required.
• Back up support to the Manager, Consumer Services

• Fluently Bilingual in French and English with demonstrated proficiency in both verbal and written communication skills
• Post-secondary education in Business or equivalent
• Minimum of 3 years of experience (to include supervisory experience) is required; prior experience in a call center is preferred
• Proficient PC skills with an emphasis on MS Office suite including MS Word, PowerPoint and Excel
• Strong working knowledge of Contact Center tools, terminology and trends
• Above average skills in written and verbal communications as well as the ability to work independently and communicate with employees at all levels
• Proven consistency in role model behaviour and composure, both on the front lines as well as behind the scenes
• Effective change manager, promoting creativity and innovation
• Skilled in interpersonal communications and business negotiations
• Good organizational skills, proven ability to multitask and ability to function in a fast-paced environment
• In-office attendance required 1-2 days a week or as needed based on business requirements
• Monday to Friday rotational schedule

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