Bilingual CSR Call Centre Team Leader

Bilingual Customer Service Supervisor (French/English)

Location

Remote – Candidates may be located anywhere in Canada

Salary $55,000

Monthly Performance Bonus:
Approximately $200–$700/month

Permanent | Leadership Opportunity | Fully Remote

Our client is a fast-growing and people-focused organization known for delivering exceptional customer experiences through innovation, collaboration, and operational excellence. They are passionate about building an inclusive workplace where employees feel empowered, supported, and valued.

This is an exciting opportunity for an experienced customer service leader to join a dynamic organization that promotes growth, teamwork, accountability, and continuous improvement.

Why Join This Organization?

• Fully remote position with the flexibility to work
• Strong opportunity for career growth into a management position
• Opportunity to lead and develop Customer Service Representatives and Team Leads
• Collaborative and supportive leadership environment
• Fast-paced and engaging contact centre operation
• Inclusive workplace culture focused on employee development
• Exposure to a variety of customer service, operational, and leadership initiatives

The company's culture is centered around:

• Collaboration and teamwork
• Integrity and transparency
• Leadership and accountability
• Innovation and creativity
• Employee engagement and development
• Diversity, inclusion, and community impact
• Creating a positive and enjoyable workplace

Position Overview

Our client is seeking a motivated and experienced Bilingual Customer Service Supervisor to oversee a team within a multi-channel Contact Centre environment.

Reporting to the Customer Service Manager, the successful candidate will lead a team of Customer Service Representatives and Team Leads while ensuring service excellence, employee engagement, operational efficiency, and customer satisfaction.

This position is ideal for someone currently working as a Customer Service Supervisor, Team Lead, or Senior Customer Service Representative who is looking to further develop their leadership career within a growing organization.

The successful candidate will have two Team Leaders reporting directly to them and will play a key role in coaching, mentoring, and developing a high-performing customer service team.

Key Responsibilities

• Lead, coach, mentor, and develop Customer Service Representatives and Team Leads
• Foster a positive and engaging team environment focused on service excellence
• Manage customer escalations and support issue resolution
• Monitor team performance, including KPIs, QA scores, schedule adherence, and productivity metrics
• Conduct coaching sessions, training, performance reviews, and ongoing development initiatives
• Collaborate with Quality Assurance, Workforce Planning, and Management teams to improve service delivery
• Identify opportunities for process improvements and operational efficiencies
• Communicate program, policy, and procedural updates to team members
• Support workforce scheduling, coverage planning, and payroll tracking activities
• Assist with back-office operations, ticket management, and special projects as required
• Participate in on-call responsibilities as assigned

Qualifications

• Minimum 1 year of experience in a Customer Service Supervisor, Team Lead, or similar leadership role
• Minimum 2 years of customer service experience within a fast-paced environment
• Proven leadership, coaching, and employee development skills
• Strong conflict-resolution and customer escalation management experience
• Excellent communication and interpersonal skills
• Strong organizational, analytical, and problem-solving abilities
• Ability to manage multiple priorities and adapt to changing business needs
• Advanced proficiency with Microsoft Office Suite
• Experience with Five9, Verint, and/or Salesforce is considered an asset
• Fully bilingual in English and French (spoken and written)
• Ability to work a flexible full-time schedule, including evenings, weekends, and holidays as required
• Comfortable working remotely in a high-volume contact centre environment

Ideal Candidate Profile

• Passionate about coaching and developing people
• Customer-focused with a commitment to service excellence
• Strong communicator with the ability to motivate and influence others
• Comfortable working in a fast-paced, performance-driven environment
• Detail-oriented, organized, and proactive
• Seeking long-term career growth within customer service leadership