Bilingual Customer Service Supervisor (French/English)

About the role

Teleperformance is seeking a bilingual (French/English) Customer Service Supervisor to lead a team of customer service agents. The role focuses on driving performance, ensuring customer satisfaction, and acting as the bridge between clients and the operational team.

Key responsibilities

• Maintain operational excellence by ensuring compliance with departmental policies, procedures, and relevant regulations, and achieve satisfactory audit ratings.
• Provide two‑way communication between the client and the team, set client expectations, and promptly address any patent issues.
• Monitor service level agreements, manage real‑time performance evaluation, and give timely feedback to agents.
• Collaborate with other departments to keep the inbound team informed about market and campaign updates, identifying potential issues or opportunities.
• Identify performance gaps and implement interventions to close them, ensuring quality standards are met.

Required profile

• Degree in any related field.
• C1 proficiency in English and fluency in French.
• At least 4 years of customer service experience, including a minimum of 2 years in a leadership role within a call‑center environment.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Outlook
• Internet Explorer