Bilingual Team Leader

  • Pizza Pizza
  • Ottawa, ON, Canada
  • Aug 17, 2017
Full time Customer Service Management Sales

Job Description

Job Summary

Franchise Owners Ottawa Ltd. is an in-bound contact centre servicing the Pizza Pizza Restaurants across Canada. The contact centre uses the latest technology to efficiently answer calls, process orders and transmit the details to local Pizza Pizza Restaurants.

Responsibilities and Duties

  • Coach, develop and performance manage front-line agents
  • Monitor and manage call queues and service levels
  • Provide exceptional customer service 
  • Lead by example, taking escalated calls when nesscessary 
  • Foster a motivating and productive working environment
  • Ensure adherence to departmental policies and procedures

Qualification

  • Bilingual (English/French). Written and spoken is a must.
  • A minimum of 1 year of supervisory experience.
  • Pervious call centre experience required
  • Post-secondary education is an asset
  • Sound judgment, problem solving, and decision making skills.
  • Understanding of agent and call centre metrics.
  • Good working knowledge of Microsoft Office.
  • Excellent communication, organizational, time-management and interpersonal skills.
  • Customer service focused and results-oriented

  • Solid leadership, team-building, and mentoring abilities

What we offer you

  • Competitive Salary

  • Medical, Dental, Prescription and Vision Care Benefits
  • Team-Oriented Environment
  • Advancement Opportunities