Job Description

French Bilingual Team Leader
Job Type: Full-Time – On-Site
Required Availability: Monday to Friday, 7:30 am to 4:00 pm CST
Location: 550 Berry St, Winnipeg, MB R3H 0R9
Salary: $21.00 Hourly

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet, Inc., Cerida Investment Corp., TPV.com, and Ansercomm, to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients, and we process over 125 million interactions per year.

of Position:
This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently throughout the day as well as the day-to-day training responsibilities. The primary functions of this role are supervising overall call traffic, processing incoming calls, resolving escalated calls, assisting Customer Experience Experts with any client-related questions and ensuring the Experts’ adherence to schedules, policies and procedures.

Job Duties / Responsibilities / Essential Functions:

● Monitor/audit each assigned associate in accordance with client requirements.
● Coach, train, and onboard team members to improve skill sets and ensure all employees reach their full potential
● Delegate daily tasks, assign priorities and monitor project timelines to ensure targets are met on time.
● Act as the main point of contact for daily operations, translate broader company strategies into actionable tasks, and escalate complex issues to managements
● Provide personal and proactive feedback to associates both in one-on-one and group settings.
● Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards.
● Work with supervisors and management to ensure that all associates are meeting quality standards.
● Provide training as needed to both new hires and experienced associates.
● Attend and contribute to both internal and client monitoring sessions.
● Remain knowledgeable on project information by keeping the training manual and memos updated and taking calls on assigned engagement(s).
● Track trends and make recommendations for refresher and/or up- training to the trainer(s).
● Prepares and analyzes internal and external quality reports for management staff review.
● Any other duties and responsibilities assigned by the management of the company.

Required Knowledge /Skills / Abilities / Qualifications:

● Education equivalent to a High School diploma/GED.
● Must be fluent in English and French. (Verbal & Written)
● Proven track record in a leadership, supervisory or relevant project-based role.
● Excellent emotional intelligence, conflict resolution, and communication abilities
● Ability to lead by example and inspire a supportive, productive team culture.
● Two years of prior call center experience preferred.
● Excellent oral, written, and interpersonal communication skills.
● Exceptional listening and analytical skills
● Ability to interpret complex KPIs and relate them to qualitative findings
● Experience with contact center software
● Requires a positive attitude, the ability to work independently or as part of a team

AnswerNet Offers Great Benefits:

● Ongoing training and development to ensure your success
● Paid training
● Paid time off
● Comprehensive benefits package (medical, vision, and dental)
● Employee Assistance Program
● RRSP program options
● Short and Long-Term Disability option
● Internal career advancement opportunities
● Free Parking

Environmental / Physical / Mental Demands

• Ability and willingness to lift up to 20 lbs.

• Ability and willingness to sit at a desk for the length of your scheduled shift

• Ability and willingness to type on a computer

• Ability and willingness to view and read a computer screen for the length of your scheduled shift

• Ability and willingness to speak with clients and internal employees via telephone or e-mail