Bilingual Supervisor, Customer Service
Core
Lead and develop a team of 20–30 Customer Service Representatives and Team Leads in a high-volume, multichannel contact centre, ensuring consistent service quality and operational efficiency.
Role type
Senior IC customer service supervisor
Builds
Customer service operations and team performance
Domain
Contact centre / Customer support
Deliverable
dashboards & analysis
Required skills
Team leadership, Coaching and training, Performance monitoring, Escalation management, Scheduling and staffing, Data collection and reporting
Preferred skills
NICE software experience, Microsoft Office Suite
Responsibilities
Lead, supervise, and develop a team of approximately 20–30 Customer Service Representatives and Team Leads, promoting high-quality customer interactions and achievement of service objectives. Monitor individual and team performance, including quality assurance scores, call quality standards, schedule adherence, productivity, and key performance indicators. Review customer interactions and performance scorecards, then organize coaching sessions, training activities, role-playing exercises, and knowledge-sharing opportunities. Manage customer escalations professionally, support troubleshooting, and help resolve complex or sensitive issues while balancing customer and business needs. Oversee back-office operations and ticket management, ensuring requests and issues are handled efficiently. Coordinate staffing and scheduling activities, review coverage across campaigns, and manage employee requests related to schedules and time off. Collect and record data relating to customer interactions, agent productivity, and issue resolution to support reporting and operational analysis.
Seniority
Senior, hands-on IC