Job Description

Department NAM - Guest Services

Reports to: Assistant Manager, Guest Services

Location: Vancouver, B.C.

Your Opportunity at ARC’TERYX:

As Guest Services Supervisor – Bilingual, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service.

In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.

This role is based out of our North Vancouver office and may be open to a hybrid work schedule depending on business needs and per department policy. For more details, please review the Expectations section at the end of the job description.

Meet Your Future Team:

The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

If you were the Guest Services Supervisor - Bilingual now, here are some of the core activities you would be doing:

• Leading and coaching a team of Representatives towards high performance through individual strengths lens and helping them set annual objectives
• Connecting with each team member weekly in individual check ins
• Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals
• Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams
• Assisting with questions from representatives and supporting in the resolution of escalated issues if needed
• Troubleshooting system errors that may arise in conjunction with our technology teams
• Cultivating a culture of high performance, managing and improving your team’s performance of core department metrics KPIs
• Generating reports and auditing service levels
• Writing and conducting formal annual performance appraisals for your team
• Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations
• Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts
• Coaching your team to deliver high-quality, guest-centric interactions that align with brand tone and our Quality Assurance standards.
• Encouraging comfort and confidence with engagement in order processes and supporting team members through coaching or shadowing
• Guiding and leading your team through departmental improvements and evolution
• Creating and developing French language resources to support team operations, training, and communications

Here are some of the things you could be working on in the future:

• Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication
• Providing valuable insights on various projects through meetings, user acceptance testing and change management
• Contributing to the development of new measurements to improve service levels and document standard operating procedures
• Supporting the growth of the team with interviewing, hiring and onboarding new representatives
• Facilitating French language interviews to assess candidate qualifications and language proficiency
• Planning and designing employee engagement initiatives, including monthly incentives and recognition programs.

Are you our next Guest Services Supervisor - Bilingual

• Previous 2+ experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching
• You have 3+ years’ experience in a Contact Centre Service environment
• You have experience driving employee engagement and recognition programs
• You are able to read, write, fluently speak and understand both the French and English language
• You have excellent communication skills and the ability to coach in both French and English
• You have a post-secondary education in a related field or a combination of related experience
• You excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization
• You set the standard of performance through your personal example
• You remain highly flexible and adaptable
• You set a clear vision, align your team around common objectives, and foster commitment to these objectives
• You are proactive in identifying the root cause of issues and developing solutions
• You inspire breakthrough thinking and continuous improvement
• You are experienced in and able to navigate difficult conversations
• You have highly effective verbal and written communication skills
• You have strong interpersonal communication skills
• You are an effective problem-solver
• You have excellent attention to detail
• You effectively balance autonomy and collaboration
• You are proficient in the use of Microsoft Office, particularly Microsoft Excel, and ideally have knowledge of Salesforce, Calabrio or similar systems
• You have an knowledge of Arc’teryx products and/or other outdoor related products
• Your passion for your work is paralleled by your passion for getting outside and living it

Expectations:


• In this role, you will be expected to work a minimum of three days per week in-office, following a set hybrid schedule as determined by the department.
• Blackout dates apply during peak periods, during which time off will not be approved:
• November 16 to December 18; January 4 to January 8.
• November 24 to December 5, all team members are required to be in office full-time.
• Additionally, employees are expected to be available in office five days a week for all training (approximately the first 2 months) and should work with their people leader if adjustments need to be made.

*Dates and hybrid schedule are subject to change based on business need and operational requirements.

$71,000 - $89,000 a year

The salary range for this role is CAD$71,000 - CAD$89,000. Equal Opportunity
Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
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