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Job summary

Work environment

Description

We are currently looking for an experienced Supervisory Agent to join our team of superheroes of customer service.

At i24 Call Management Solutions, we are proud of our award-winning team of experienced call agents.

We are an incoming call center whose mission is to help Canadian companies serve their customers. We are recognized globally for our exceptional customer service and development program. In short, a company in which we can be proud to invest.

We take customer service seriously ... as well as pleasure.

Motivation and flexibility are indispensable prerequisites.

  • Coach and effectively develop agent skills, especially in call management, quality, intelligence gathering, absenteeism and improved work behaviors
  • Participate in the development of the agents (supervise / coach their work team) then evaluate the training needs
  • Perform periodic monitoring with agents
  • Prepare and submit reports
  • Oversees staff and activities associated with our Call Management Center
  • Answer calls when agents are not available.
  • Schedule and execute break time in the work schedule based on workload
  • Interprets, implements and communicates work procedures and company policies to agents
  • Check agent reports, accuracy and content of messages and correct errors
  • Assists agents to solve problems.
  • Maintain a positive and open work climate while maintaining motivated and productive agents
  • Act as an agent of change in implementing a high-performance culture
  • Be constantly on the lookout for improvements, propose innovations or value-added ideas that will improve or simplify work processes and communicate issues and propose solutions to other departments and management

Requirements

Level of education

High school

Diploma

DES
Completed

Work experience (years)

0-2 years

Written languages

Fr : Advanced
En : Advanced

Spoken languages

Fr : Advanced
En : Advanced

Requested skills

  • Prior Call Center experience required
  • Mandatory Bilingualism (fluency in oral and written French and English)
  • Analytical mind. Decision making ability and good resistance to stress
  • Have a high-performance, results-oriented culture
  • You are motivated by the achievement of objectives. You like to excel in your work
  • You have excellent communication skills.
  • Dynamism, good listening skills and respect for others
  • Flexibility, adaptability. Priority management
  • Knowledge of the Microsoft series, expertise with Excel
  • Knowledge of computer systems used in call center (asset).

Benefits

Air conditioning

Air conditioning

Commitment to work-life balance

We all need balance in our life. It’s a “Yin Yang” thing. So at i24, we want you to be able to balance you work and private life. To help you with that, we offer flexible scheduling.

Commitment to work-life balance

We all need balance in our life. It’s a “Yin Yang” thing. So at i24, we want you to be able to balance you work and private life. To help you with that, we offer flexible scheduling.

Dental insurance

You’re never fully dressed without a smile, so we really want to help you wear one. We provide comprehensive dental insurance after working six consecutive months of twenty-five or more hours per week and we cover the full premium cost.



Dental insurance

You’re never fully dressed without a smile, so we really want to help you wear one. We provide comprehensive dental insurance after working six consecutive months of twenty-five or more hours per week and we cover the full premium cost.



Employee assistance program

There isn’t a wall between work life and our private life.  Personal stress finds its way into the workplace and work stress into the home. We want you to know there is assistance should you need to seek counsel. Our confidential Employee Assistance Program (EAP) is there for you where you need it.

Some of the services available under the EAP are:

- Coping with change - Helping in a crisis - Financial planning - Dealing with personal and work-related conflict - Sexual harassment - and many more. 

Employee assistance program

There isn’t a wall between work life and our private life.  Personal stress finds its way into the workplace and work stress into the home. We want you to know there is assistance should you need to seek counsel. Our confidential Employee Assistance Program (EAP) is there for you where you need it.

Some of the services available under the EAP are:

- Coping with change - Helping in a crisis - Financial planning - Dealing with personal and work-related conflict - Sexual harassment - and many more. 

Flexible hours Our call center is open 24/7 365 days a year. We offer flexible hours according to your availability and your needs. Our shifts can be between 6h00 and 00h00.

Over night shifts are available but require special training.

Flexible hours

Our call center is open 24/7 365 days a year. We offer flexible hours according to your availability and your needs. Our shifts can be between 6h00 and 00h00.

Over night shifts are available but require special training.

Free parking

Free parking

Insurance

Our team is entitled to a comprehensive selection of benefits after working six consecutive months of twenty-five or more hours per week.
The choice of benefits and coverage are established by your individual employment agreement.

Insurance

Our team is entitled to a comprehensive selection of benefits after working six consecutive months of twenty-five or more hours per week.
The choice of benefits and coverage are established by your individual employment agreement.

Lounge

Stress happens from time to time when you work in customer service so we built a Quiet Room to use when you need a little time to yourself. It’s available before, during or after your shift.
It’s equipped with two PC's, Wi-Fi internet access, smartphone charging docks, books, yoga mats and uh, candies.

Lounge

Stress happens from time to time when you work in customer service so we built a Quiet Room to use when you need a little time to yourself. It’s available before, during or after your shift.
It’s equipped with two PC's, Wi-Fi internet access, smartphone charging docks, books, yoga mats and uh, candies.

Paid sick leave

Getting sick sucks. Getting sick and losing income is stressful.  And stress isn’t healthy. We offer paid sick days the number of which depends on  to your length of employment with us and whether you work full or part-time. 

Paid sick leave

Getting sick sucks. Getting sick and losing income is stressful.  And stress isn’t healthy. We offer paid sick days the number of which depends on  to your length of employment with us and whether you work full or part-time. 

Public transportation nearby

We’re located at 3901, Jean Talon St. West Suite #200. We are situated just west of Côte-de-Neiges and 1.5 Km from Decarie Boulevard. We are served by two Métros: Namur (Bus #92) and Métro Plamondon (Bus #165). Free parking is available if you are coming by car. 

Public transportation nearby

We’re located at 3901, Jean Talon St. West Suite #200. We are situated just west of Côte-de-Neiges and 1.5 Km from Decarie Boulevard. We are served by two Métros: Namur (Bus #92) and Métro Plamondon (Bus #165). Free parking is available if you are coming by car. 

Social activities organized by the company

At i24, we like to celebrate our accomplishments, birthdays and our company milestones. We’re serious about fun. So if you like Halloween costumes, holidays and parties, you’ll love it at i24. (Warning. It helps to also like the colour orange – but it’s not mandatory.) 

Social activities organized by the company

At i24, we like to celebrate our accomplishments, birthdays and our company milestones. We’re serious about fun. So if you like Halloween costumes, holidays and parties, you’ll love it at i24. (Warning. It helps to also like the colour orange – but it’s not mandatory.) 

Telework

If you’re the type who likes to roll out of bed over the floor to your computer while balancing a coffee in hand, we can work with that. However, you will need to have worked with us for at least six months and meet certain performance criteria.

Telework

If you’re the type who likes to roll out of bed over the floor to your computer while balancing a coffee in hand, we can work with that. However, you will need to have worked with us for at least six months and meet certain performance criteria.

Vacation

Vacations are important. So we want you to take them.  We encourage our team to strive towards a healthy work/life balance. The number and choice of vacation days are allocated according to the length of employment. 

Vacation

Vacations are important. So we want you to take them.  We encourage our team to strive towards a healthy work/life balance. The number and choice of vacation days are allocated according to the length of employment. 

Years of service recognition

Years of service recognition

Equal Opportunity Employer

This employer is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.