Bilingual Contact Centre Supervisor

Lead Manulife Bank’s hybrid contact centre operations in Montreal using bilingual communication, coaching, and performance analysis skills. Support clients across jurisdictions outside Quebec.This Contact Centre Supervisor role requires more than three years of leadership experience, preferably in contact centre operations. You will coordinate daily activities across locations, mentor employees through call listening, call shadowing, and one-on-one meetings, and help drive KPIs. The position also involves team communication, service recovery, inquiry resolution, and hiring participation.Key Responsibilities:
Coordinate daily contact centre operations across locationsConduct mentoring sessions using call listening and shadowingLead meetings addressing service concerns and performance expectationsAnalyze metrics and recommend service recovery measuresResearch inquiries and participate in hiring activitiesRequirements:
Three-plus years of leadership experienceFluency in French and English communicationMicrosoft Excel, PowerPoint, and Word proficiencyStrong analytical and problem-solving skillsBusiness systems application expertiseApply your bilingual leadership, coaching, and analytical capabilities as Manulife Bank’s hybrid Contact Centre Supervisor in Montreal.
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