Bilingual Contact Centre Leader — Hybrid & Coaching

Manulife; Montreal; Híbrido; CAD 60.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Health benefits

Dental benefits

Mental health support

Retirement savings plans

Descripción de la vacante

Manulife Bank Contact Centre is seeking a Supervisor who leads a high‑performing, customer‑centric team. You will coach, mentor, and develop team members while driving service standards and KPIs in a hybrid Montreal environment.

You will attract and retain top talent, provide leadership to direct reports, and collaborate with peers to optimize operations across locations. Strong bilingual communication and analytical skills are essential.

Formación

• 3+ years of leadership experience in a dynamic contact center environment.
• Fully bilingual (French/English) to support clients across jurisdictions outside Quebec.
• Strong analytical, problem-solving and MS Office skills.

Responsabilidades

• Coordinate with peers across locations to lead daily operations of Manulife Bank's contact centre.
• Conduct mentor sessions using call listening, shadowing, and one-on-one meetings to drive KPIs.
• Hold regular team meetings to address service concerns and communicate performance expectations.
• Support engagement activities, analyze metric reports, and participate in hiring processes.

Conocimientos

Leadership experience

Bilingual English/French

Microsoft Office

Coaching & mentoring

Performance management

Herramientas

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Descripción del empleo

Manulife Bank Contact Centre is seeking a Supervisor who leads a high‑performing, customer‑centric team. You will coach, mentor, and develop team members while driving service standards and KPIs in a hybrid Montreal environment.

You will attract and retain top talent, provide leadership to direct reports, and collaborate with peers to optimize operations across locations. Strong bilingual communication and analytical skills are essential.