- Lead, mentor, and motivate a team of French-speaking customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Monitor daily operations and ensure adherence to company policies, procedures, and quality standards within the BPO environment.
- Conduct regular team meetings, coaching sessions, and performance reviews to support employee development and address any performance gaps.
- Act as the primary point of escalation for complex customer issues, providing guidance and resolution in a timely manner.
- Analyze team performance metrics and generate reports to identify trends, areas for improvement, and actionable insights.
- Collaborate with cross-functional departments to implement process improvements and optimize workflow efficiency.
- Ensure compliance with client requirements, service level agreements (SLAs), and regulatory standards.
- Facilitate onboarding and training for new team members, ensuring they are equipped with the necessary skills and knowledge.
- Foster a positive and inclusive team culture that aligns with IntouchCX’s values and promotes employee engagement.
- Support workforce planning, including scheduling, attendance management, and resource allocation to meet business needs.
1-5 years of experience in a BPO, contact center, or customer service environment, with at least some experience in a supervisory or team lead role.Fluency in French and English, both written and spoken, with the ability to communicate effectively with team members and customers.Demonstrated leadership skills with the ability to motivate, coach, and develop a diverse team.Strong problem-solving abilities and a proactive approach to resolving operational challenges.Excellent organizational and time management skills, with the ability to prioritize tasks in a fast-paced setting.Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.Strong analytical skills with the ability to interpret data and generate actionable insights.Exceptional interpersonal and communication skills, both verbal and written.Ability to work on-site (in-office) as required by the workplace arrangement.Flexibility to work various shifts, including evenings, weekends, or holidays, as needed.