Bilingual Supervisor, Customer Service

Serefin

. Lead a team of 20–30 Customer Service Representatives and Team Leads .

Posted 11/11/2026full-timeRemote • CanadaJunior💰 CA$55,000 - CA$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management capabilities in overseeing customer service teams, with a focus on training, coaching, and performance monitoring. Proficient in conflict resolution and fostering a positive work environment while ensuring adherence to quality standards and operational procedures.

Highest-signal resume keywords

Call Center SupervisionCustomer Service ManagementTeam DevelopmentBilingual Communication (English/French)Conflict Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance MonitoringData AnalysisQuality AssuranceMicrosoft Office SuiteNICE Software

Soft Skills

EmpathyEffective ListeningInterpersonal SkillsTime ManagementAdaptability

Industry Keywords

Customer ExperienceKPI TrackingCoachingTraining MaterialsBack-Office Operations

About the role

Key responsibilities & impact

Lead a team of 20–30 Customer Service Representatives and Team Leads
Staff, develop, train, and coach the team to deliver exceptional customer experiences
Communicate updates on programs, policies, procedures, requirements, and initiatives
Listen to calls, review scorecards, schedule coaching sessions, and provide training, role-playing, and Q&A support
Monitor individual and team performance, including QA scores, call quality standards, schedule adherence, and KPIs
Collaborate with Managers and Supervisors on procedures, training materials, technical issues, and program documentation
Handle agent requests regarding work schedules and time off
Monitor agent schedules and request coverage adjustments for campaigns
Track agent hours for Payroll and provide on-call coverage as assigned
Facilitate customer service team development and achievement of customer service goals
Manage customer escalations, troubleshoot, and resolve issues
Support back-office operations and ticket management
Collect and input customer, team, productivity, and issue-resolution data for reporting and analysis
Work with Quality Assurance and RTA/Planning teams on quality scores and schedule adherence
Identify procedural gaps, create training materials, and provide coaching and mentoring
Foster a positive, respectful, and constructive work environment
Oversee special projects and assist with front- or back-office customer service needs

Requirements

What you’ll need

1+ years proven experience as a Call Center Supervisor or similar supervisory position
2+ years experience in customer service with a high standard of care and customer-focused mindset
Strong management and leadership skills and capable of efficiently managing workflow
Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution
Computer knowledge including advanced Microsoft Office Suite; previous experience with NICE software an asset
Proficiently bilingual, spoken and written - English/French
Exceptional interpersonal skills, proactive with a strong desire to coach, train and build skillsets
Ability to adapt to change and shift priorities as needed
Proven time-management skills and ability to meet deadlines
Analytical and critical thinking skills for solving complex problems; detail-oriented and thorough
Must successfully complete initial training and attend ongoing training and educational sessions
Availability for varied shifts and flexible full-time scheduling, including weekends, 24/7, 365 days per year