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Call Center Supervisor

i24 Call Management Solutions

This is a Contract position in Montreal, QC posted November 21, 2020.

i24 Call Management Solutions takes great pride in the strength of our award-winning team of agents and management support staff.

We are internationally recognized for outstanding customer service and employee development having won multiple industry Awards of Excellence.

We are an inbound call management center (no selling) which means we provide telephone support service to the customers of a variety of companies spanning several different industries right across Canada.

Since our customers operate 24 hours a day, 7 days a week, our work schedules include day AND evening shifts.

Supervisors must therefore be available to work between 7:00 am and midnight including weekends, on rotation with work schedules posted two weeks in advance.

Because of the nature of our business, schedule flexibility in our domain is a MUST.

Also to note, our work environment tends to be a busy one depending upon call volumes so you need to be adaptable in this regard.

To be a supervisor requires:
– Prior call center experience
– Bilingualism
– oral and written French and English
– Excellent communication and listening skills
– Analytically oriented
– Decisive and able to manage a busy work environment
– Flexibility, adaptability and ability to prioritize
– A desire to achieve excellence in customer service
– Knowledge of Microsoft products including Excel Job responsibilities include:
– Coaching and supporting agents
– Developing agent skills
– Periodic agent monitoring
– Preparation of evaluations and reports
– Answering client inquiries and service inquiries
– Answering calls during busy periods
– Overseeing the work flow and agent schedules
– Promoting and maintaining a positive work environment and high-performance culture To be a home based supervisor requires that you are equipped with the following:
– A PC (Macs are not compatible with our servers
– Two 17 inch or larger screens
– Mouse
– High speed internet (if shared WIFI, an ethernet cable connection is required)
– Antivirus software
– Phone line
– Quiet work space Starting salary ranges between $17.05 to $20.90 per hour.

Other benefits include paid vacation, group insurance that includes life insurance, ADD, long-term disability, prescription drugs and dental care.

We also offer paid sick/family days, bereavement leave, an Employee Assistance Program and flexible work-life hours.

We also have organized social activities by our awesome Social Committee because at i24 we’re serious about both service … and fun.

Looking for a company that has a real family feel and where you won’t feel as though you’re just a number, check us out.

Never worked as a supervisor in an inbound Call Management Solutions company?

Not a problem.

Experience is an asset but we also provide on the job training.


Some of our past entry-level agents have advanced to become dispatchers, supervisors and in the majority of cases now make up our mid and senior managerial team.