Call Center Supervisor

About the role

We are looking for a bilingual (French & English) Call Center Supervisor to join our remote team in Canada. The role involves overseeing inbound call operations, supporting agents during their shifts, and ensuring high‑quality customer service during nights and weekends.

Key responsibilities

• Answer service‑related questions and take over calls that agents cannot resolve.
• Monitor the call queue, track inbound volume, waiting times and abandonment rates, and keep agents informed.
• Motivate and give feedback to agents, providing positive communication.
• Support retail stores by answering their inquiries and disseminating new product information to the team.
• Conduct at least one monitoring evaluation with each agent every two weeks.
• Maintain accurate administrative bookkeeping and records.
• Administer training programs for new hires and existing staff.
• Handle escalations of customer complaints.

Required profile

• Bilingual in French and English.
• Fully available to work closing nights and weekends.
• Strong communication and coaching abilities.

Required skills

What we offer

• Hourly compensation of $20‑$22 CAD.
• Remote work from anywhere in Canada.