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Bilingual Contact Centre Manager – Customer Service (French/English)

Beyond Bilingual Inc.
Canada

Quick apply

Job details

Permanent | Full-time
Up to $90,000 a year
11 days ago

Qualifications

Bilingual
French
Customer service
English
Microsoft Office
Leadership
Communication skills

Full job description

Bilingual Contact Centre Manager – Customer Service (French/English)

Location: Remote – Candidates may be located anywhere in Canada
Hours: Monday to Friday 9:00 am to 5:00 pm with some flexibility
Salary: up to$90,000

Leadership Opportunity | Fully Remote | High-Impact Role

Our client is a fast-growing and people-focused organization known for delivering exceptional customer experiences through innovation, collaboration, and operational excellence. They are passionate about building an inclusive workplace where employees feel empowered, supported, and valued.

This is an exciting opportunity for an experienced Contact Centre leader to join a dynamic organization that promotes growth, teamwork, accountability, and continuous improvement.

Why Join This Organization?

100% fully remote position — work from anywhere in Canada
Opportunity to lead a large customer service operation with approximately 30 direct reports
Join a collaborative and supportive leadership team
Fast-paced environment with strong growth potential
Inclusive and engaging workplace culture
Opportunity to influence operational strategy and process improvements
Organization committed to employee development and leadership growth

The company’s culture is centered around:

Collaboration and teamwork
Integrity and transparency
Leadership and accountability
Innovation and creativity
Employee engagement and development
Diversity, inclusion, and community impact

Position Overview

Our client is seeking an experienced and motivated Contact Centre Manager, Customer Service to oversee a multi-channel customer support operation in a fully remote environment.

In this leadership role, you will manage a team of Supervisors, Team Leads, and Customer Service Representatives while ensuring operational efficiency, employee engagement, and exceptional customer experiences across all interactions.

This position is ideal for a strong people leader who thrives in a fast-paced, high-volume environment and has a passion for coaching, mentoring, and driving team performance.

Key Responsibilities

Lead, coach, and develop Supervisors, Team Leads, and Customer Service Representatives
Oversee approximately 30 direct reports within a high-volume contact centre environment
Drive employee engagement, performance management, and succession planning initiatives
Ensure operational KPIs, SLA targets, QA scores, and service levels are consistently achieved
Identify opportunities for continuous improvement and operational efficiencies
Collaborate cross-functionally with HR, IT, QA, Training, Workforce Planning, and Operations teams
Conduct team meetings, coaching sessions, and performance reviews
Support recruitment initiatives including resume reviews and interviews
Manage escalated customer concerns and resolution processes
Assist with policy, procedure, and workflow development
Support scheduling and workforce optimization initiatives
Participate in on-call responsibilities as required

Qualifications

Minimum 3 years of experience in a Contact Centre leadership role
Proven experience managing high-volume customer service operations
Strong leadership, coaching, mentoring, and team development abilities
Excellent communication and conflict-resolution skills
Strong organizational, analytical, and problem-solving capabilities
Ability to manage multiple priorities in a fast-paced environment
Experience managing KPIs, QA metrics, and workforce performance
Advanced proficiency in Microsoft Office Suite
Experience with NiCE and/or Freshdesk is considered an asset
Fully bilingual in English and French (spoken and written)
Flexibility to work varied shifts, including evenings and weekends as required

Application question(s):

Do you have 3 years of experience in a Contact Centre leadership role?

Language:

fluent English and French spoken and written. (required)

Work Location: Remote

Quick apply

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manager, rssom systems jobs in engineer bc

Bilingual Contact Centre Manager – Customer Service (French/English)

Senior Manager, Organizational Strategy

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