Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
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
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