Bilingual Customer Service Supervisor

BlueSky Personnel Solutions; Bowmanville; On-site; CAD 59,000 - 72,000; Full time

Job summary

BlueSky Personnel Solutions is seeking a Bilingual Customer Service Supervisor for our Bowmanville client. This in-office role focuses on supervising a customer service team, monitoring KPIs, and ensuring SLA performance.

You will analyze backlog data, coach staff, and drive improvements across departments while coordinating with IT, Finance, and Client Services to sustain quality service. The ideal candidate has a university degree and 2 years in a supervisory role, with strong analytical and

Qualifications

• Fluently bilingual in French and English (written and spoken).
• 2 years of supervisory or team-lead experience in customer service or claims operations.
• University degree in Human Resources, Business Administration, or related field.
• Experience managing operational SLAs.
• Strong analytical skills to review scorecards, productivity trends, and backlog data.
• High proficiency in Microsoft Office (Word & Excel).
• Excellent interpersonal, communication, and coaching skills with a solutions-oriented approach.

Responsibilities

• Review department dashboards, track team KPIs, and monitor queue health to manage staff productivity, quality, attendance, and workload balance.
• Prioritize daily workloads across product lines, service categories, and account portfolios.
• Manage aging claims, assign action plans for stalled files, and ensure SLAs for new files, follow-ups, updates, and partner responses.
• Resolve operational bottlenecks with external contractors, service providers, manufacturers, vendors, and internal teams; escalate high-risk issues.
• Conduct team meetings, communicate priorities, and provide weekly one-on-one coaching sessions.
• Lead bi-monthly operational performance meetings, audit case quality, and present KPI results to senior leadership.
• Collaborate cross-functionally with IT, Finance, Client Services and external partners to drive improvements and update SOPs.
• Manage major service disruptions and unexpected workload spikes; perform other duties as required.

Skills

Bilingual: French & English

Supervisory experience

Analytical skills

Communication & coaching

Education

University degree in HR or Business Admin

Tools

Microsoft Word/Excel

Job description

Our client located in Bowmanville is looking for a Bilingual Customer Service Supervisor to add to their team.

What's in it for you:

• Base salary of $65,000
• 2 weeks of vacation
• Profit Sharing
• Hours: In-office Monday to Friday from 9am-5pm

In this role, you will be responsible for:

• Reviewing department dashboards, tracking team KPIs, and monitoring queue health to manage staff productivity, quality, attendance, and workload balance.
• Prioritizing daily workloads across various product lines, service categories, and account portfolios.
• Managing aging claims, assigning action plans for stalled files, and ensuring service level agreements (SLAs) are met for new files, follow-ups, customer updates, and partner responses.
• Resolving operational bottlenecks with external contractors, service providers, manufacturers, vendors, and internal teams, and escalating high-risk customer or account concerns.
• Conducting team meetings to communicate priorities, supporting senior agents with operational decisions, and providing weekly one-on-one coaching sessions.
• Leading bi-monthly operational performance meetings, auditing case quality, and presenting monthly KPI results, cycle times, and backlog trends to senior leadership.
• Collaborating cross-functionally with internal departments (IT, Finance, Client Services) and external partners to drive continuous improvement and update standard operating procedures.
• Managing major service disruptions, system issues, or unexpected workload spikes, and handling any other duties as required.

The ideal candidate will have:

• Fluently bilingual in both French and English (written and spoken)
• 2 years of experience in a supervisory or team lead role within customer service, warranty, or claims operations
• University Degree in Human Resources, Business Administration, or a related field
• Experience managing operational service levels (SLAs)
• Strong analytical skills with the ability to review departmental scorecards, track productivity trends, and analyze backlog data
• High proficiency in Microsoft Office, particularly Word and Excel
• Excellent interpersonal, communication, and coaching skills with a solutions-oriented approach

AI Disclosure:

We utilize AI-powered tools on job posting platforms for the initial screening and ranking of applications based on job-related criteria. AI technology is also employed in our recruitment process to streamline and facilitate interview scheduling and note-taking. It is important to note that AI is not used for making final hiring decisions.

Type of Vacancy:

This posting is for an existing vacancy.

BlueSky Personnel Solutions is an equal opportunity employer who welcomes resumes from all interested. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please contact BlueSky Personnel Solutions.