Customer Service Supervisor (Call center)

BIXI is a key player in sustainable mobilitý in the greater Montreal area, with a network now including nearly 11,000 bikes and 900 stations in more than six cities. Firmly focused on innovation and digital transformation, the organization is growing rapidly.

Reporting to the Customer Service Assistant Director, the Supervisor will be responsible for managing their team, and will provide support in achieving contact centre objectives and promote excellence in customer service.

This is a permanent position with a full range of benefits.

What we’re looking for:

• Manage, motivate and coach a team of contact centre agents

• Assess individual and group agent performance using key performance indicators

• Listen to and evaluate customer contacts (calls, emails, chats) to identify strengths and areas for improvement

• Organize monthly coaching and feedback sessions

• Coordinate and hold ongoing training sessions for levels 1 and 2 agents

• Participate in and/or develop and/or update existing customer service procedures, create missing procedures and ensure that they are well communicated and documented in the help desk

• Actively participate in the continuous improvement of customer relationship management (CRM)

• Communicate new procedures and/or changes to the team

• Handle complex situations or customer complaints that require higher-level management

• Perform Level 2 agent tasks as required (taking calls, handling emails, processing reimbursements)

• Detect and document breaches of internal policies, provide verbal and written warnings when necessary

• Ensure that service standards are met and that the customer experience is positive

• Prepare and follow up on various monitoring reports and performance indicators for levels 1 and 2 agents

• Participate in departmental projects and represent the department

• Participate in hiring department agents (physical interviews)

• Collaborate with other departments as needed (IT, Marketing, etc.)

• Take charge of technical problem situations and refer to IT support teams

What you need:

• University education in a field related to the position (relevant experience may compensate for a different educational background)

• 3 years’ experience in a contact centre management position required

• Essential: Fluent in written and spoken French and English

• Excellent communication and interpersonal skills

• Team player, punctual and professional

• Positive, constructive attitude

• Good judgment

• Good stress management

• Planning and organizational skills and ability to handle multiple tasks

• Strong problem-solving skills

• Highly flexible and adaptable, able to work with a variety of different tools depending on the clientele served (Montreal, Toronto, USA)

What we offer:

• Permanent position 37.5h/week (one weekend day required)

• Flexibility: What you do is important, both at work and at home.

• Fun: Laughing at the office is part of everyday life.

• Market-competitive salary based on experience

• A positive and pleasant working atmosphere, focused on teamwork and collaboration

• 3 weeks vacation, 5 personal days per year.

• 250$ in sports allowance

• RRSP with employer contribution of up to 5%.

• Medical/dental insurance, 60% of the premium paid by the employer

• Mission-driven work environment

• A program to recognize years of service

Eco-responsible benefits :

• The essential BIXI subscription with electric bikes included. So you can ride freely all year round!

• Monetary compensation of $1200 per year for employees using public transit (bus, metro) or active transportation (bike, walk, skateboard, scooter, etc.).