Bilingual estate specialist at Aviso responsible for managing succession accounts and ensuring compliance. Collaborating with teams to resolve issues effectively while upholding service standards.
About the role
- Guest Services Supervisor leading a bilingual team at Arc'teryx in Vancouver, coaching to exceed guest needs and implementing service objectives.
Responsibilities
- Build a high-performing team of Guest Services Representatives
- Coach your team to consistently exceed the needs of guests through superior product knowledge and service
- Implement new processes to pursue service objectives supporting the broader Guest Services team
- Remain highly flexible and adaptable, seeking the best solutions with an unwavering commitment to do what is right
- Supervise and coordinate the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit service level goals
- Collaborate with other supervisors and the Manager’s, Guest Services for consistency between teams
- Assist with questions from representatives and support in the resolution of escalated issues if needed
- Troubleshoot system errors in conjunction with technology teams
- Cultivate a culture of high performance, managing and improving team’s performance of core department metrics KPIs
- Generate reports and audit service levels
- Conduct formal annual performance appraisals for your team
- Participate in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations
- Collaborate with the Guest Services Scheduling team to build daily schedules
- Coach your team to deliver high-quality, guest-centric interactions that align with brand tone and Quality Assurance standards
- Create and develop French language resources to support team operations, training, and communications
Requirements
- Previous 2+ experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching
- You have 3+ years’ experience in a Contact Centre Service environment
- You have experience driving employee engagement and recognition programs
- You are able to read, write, fluently speak and understand both the French and English language
- You have excellent communication skills and the ability to coach in both French and English
- You have a post-secondary education in a related field or a combination of related experience
- You excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization
- You set the standard of performance through your personal example
- You remain highly flexible and adaptable
- You set a clear vision, align your team around common objectives, and foster commitment to these objectives
- You are proactive in identifying the root cause of issues and developing solutions
- You inspire breakthrough thinking and continuous improvement
- You are experienced in and able to navigate difficult conversations
- You have highly effective verbal and written communication skills
- You have strong interpersonal communication skills
- You are an effective problem-solver
- You have excellent attention to detail
- You effectively balance autonomy and collaboration
- You are proficient in the use of Microsoft Office, particularly Microsoft Excel, and ideally have knowledge of Salesforce, Calabrio or similar systems
- You have a knowledge of Arc’teryx products and/or other outdoor related products
- Your passion for your work is paralleled by your passion for getting outside and living it
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Installation Services Manager at The Home Depot managing service provider performance and compliance. Developing professional relationships and ensuring high - quality service in the Quebec region.
Banking Advisor assisting clients with their banking, credit, and investment needs. Engaging and educating clients while contributing to meaningful client experiences at RBC.
Bilingual Health and Safety Assessor evaluating contractor applications for compliance. Join Safety Contractor in building a better working world.
Bilingual Patient Services Specialist coordinating administrative and reimbursement activities for healthcare in Canada. Acting as a point of contact for patients and providers within a remote setup.
Bilingual Allocations Coordinator managing sales and distribution processes in collaboration with internal teams. Ensure timely product allocation while providing exceptional support to wholesale customers.
Account Services Retail Lead with bilingual English/French managing online eCommerce stores and retail locations. Ensure profitability and exceptional customer experiences across Canada.
Bilingual Claims Service Representative providing customer - focused assistance with insurance claims in a remote environment. Requires bilingualism in French and English with shift work on weekends and evenings.
Oracle Cloud Delivery Leader responsible for Oracle Cloud ERP transformations at PwC. Leading and managing diverse teams to optimize operational efficiency and achieve strategic objectives.
Mortgage Solutions Specialist managing client mortgage changes and supporting advisor relationships at Manulife Bank. Ensuring prompt service and accurate documentation to foster strong customer relationships.