Bilingual Call Centre Team Manager
Core
Lead, coach, and develop a team of customer service representatives and team leads in a high-volume bilingual contact centre environment.
Role type
Senior IC customer service operations manager
Builds
Customer service operations and team performance
Domain
Contact centre operations
Deliverable
dashboards & analysis
Required skills
Team leadership, bilingual communication, KPI management, workforce planning, data analysis, budget management, CRM proficiency, escalation management
Preferred skills
Coaching and mentoring, stakeholder presentation, problem-solving, conflict resolution
Technologies
Genesys, SAP
Responsibilities
Lead and coach customer service team, oversee daily operations and KPIs, manage complex customer escalations, design training programs, manage workforce planning and scheduling, analyze performance data, lead employee engagement initiatives
Seniority
Senior, hands-on IC