Supervisor, national customer contact center

  • Location: Montreal Headquarter
  • Job Code: 1673
  • Number of jobs available: 1
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Now present on 5 continents, LCI Education network has 23 post-secondary campuses and approximately 2,500 employees who train more than 15,000 students worldwide each year in several fields of study including: Fashion, Arts and Design; Beauty; VFX and video games; Humanities and Social Sciences; Management and Technologies; Hotel Management and Tourism, etc.

 

Gested Recruitment is mandated by the LCI Education network to process applications for admission and promote its various educational institutions, namely LaSalle College, Inter-Dec College and the Montreal International Language Center (MILC).

 

 

SUMMARY OF THE POSITION

The Supervisor, national customer contact center, manages the call center of the Admissions office. In collaboration with the Direction, admissions and customer experience, the position holder makes sure that the call center provides a professional and courteous customer service. He guarantees an outstanding customer experience.

 

 

MAIN RESPONSIBILITIES

  • Participate in the development of the national customer contact center strategies;
  • Supervise customer service agents;
  • Take appropriate measures to improve efficiency and development of his team members;
  • Implement polities and monitor the performance follow-up;
  • Ensure the smooth running and quality assurance of the call center;
  • Manage calls from customers who wish to contact the supervisor; 
  • Make sure the rules are applied and respected;
  • Update and maintain customer protocols as well as any other general administrative tasks in collaboration with the management team; 
  • Create a positive work environment where employees’ contribution is recognized.

 

 

REQUIREMENTS

  • Hold a college diploma or university degree;
  • Have 2 to 4 years of experience as a supervisor in at least 2 call centers;
  • Excellent French and English communication skills, oral and written;
  • Knowledge of Microsoft Office suite (Word, Excel, PowerPoint);
  • Understanding the challenges related to college education (an asset).

 

 

PROFILE

The Supervisor, national customer contact center, promotes a culture that is both customer focused and results oriented. His career path demonstrates that he has built successful teams and created a climate where everyone is committed to achieving goals. The Supervisor, national customer contact center, will act as a mentor to the customer service agents.

 

 

BENEFITS

  • International organization established for more than 50 years ago;
  • Business in constant growth;
  • Philosophy of participative management;
  • On the lookout for new technologies;
  • Access to an international network;
  • Opportunities for advancement;
  • Group insurance;
  • Retirement savings plan;
  • Daycare in the workplace;
  • Health and Wellness Program.

 

 

Please note that only successful applicants will be contacted.

 

We support an affirmative action program and invite visible minorities, ethnic minorities, indigenous peoples and persons with disabilities to apply.

 

Note that adaptation measures can be offered to people with disabilities according to their needs. We invite you to make such demands, if appropriate

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