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Added 14 mins ago
E
Senior Manager, Program Transformation and Service Excellence
Eva's
Toronto, ON
- $84,241 to $97,760 CAD / year
- Full-time
Senior Manager, Program Transformation and Service Excellence is responsible for leading strategic initiatives, quality improvement activities, service excellence projects, program…
Added 14 mins ago
GT
Project Manager - Capital Markets
GFT Technologies
Toronto, ON
- Contract
Project Manager - Capital Markets Transformation
Added 14 mins ago
MF
Operations Manager
Merit for Training
Richmond Hill, ON
- Full-time
Our member, Forest Fence & Deck, is looking for a Operations Manager to join their team in Richmond Hill, ON.
Added 14 mins ago
H
Project Coordinator
Hays
Richmond Hill, ON
- $70,000 to $85,000 CAD / year
- Full-time
…in support of the Site Superintendent and the Senior Project Manager. They will document and file safety reports, maintain construction logs, read construction drawings, do RFIs and change…
Added 14 mins ago
MF
Operations Manager
Merit for Jobs
Richmond Hill, ON
- Full-time
Our member, Forest Fence & Deck, is looking for a Operations Manager to join their team in Richmond Hill, ON.
Added 14 mins ago
MF
Operations Manager
Merit for Apprenticeship
Richmond Hill, ON
- Full-time
Our member, Forest Fence & Deck, is looking for a Operations Manager to join their team in Richmond Hill, ON.
Added 14 mins ago
DH
Campus Manager on Duty
Diamond Hotels Management Inc.
Kingston, ON
- Full-time
The Campus Manager on Duty (MOD) is responsible for providing operational leadership and oversight across three hotel properties: Quality Inn & Conference Centre, Comfort Inn & Suites…
Added 14 mins ago
GT
Senior IT Project Manager
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $90 to $95 CAD / hour
- Contract
Follow governance guidance for all communications, financial and change management, and use established project status reporting tools.
Added 14 mins ago
Cost Control Manager - Go Rail Expansion (ONxpress)
Aecon
Toronto, ON
As part of the ONxpress project, Aecon is looking for a qualified Cost Control Manager to join our team.
Added 14 mins ago
HL
Senior Manager, Data and AI
High Liner Foods
Halifax, NS · ON · Mississauga, ON
- Full-time
Reporting to the Senior Director, Information Technology, the Senior Manager, Data and AI is accountable for building and leading High Liner Foods' enterprise Data and AI practice. The role…
Added 44 mins ago
O
Assistant Project Manager, Investigations
ONxpress
Toronto, ON
- Full-time
· Manage subcontract costs, forecasts, change orders, invoices, and payment applications to maintain effective commercial control.
Added 44 mins ago
NC
Vice President Service Delivery
Nuvollo Corp.
Toronto, ON
- Full-time
Note: Travel cross-border between US and Canada is expected to be no more than 1-2x per quarter
Added 44 mins ago
E
Senior Transportation Engineer
Englobe
Moncton, NB
- Full-time
…hydroelectricity, transportation, materials, buildings and climate change markets. Boldness, innovation and collaboration are an integral part of our daily…
Added 44 mins ago
K
Information Technology Support Analyst
Kelly
London, ON
- Contract
Day Shift: $21.50/hour · Evening Shift (after 9 PM): $22.36/hour
Added 44 mins ago
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Peoples Experience Coproduction Facilitator
Unidad Educativa Bilingüe Delfos
Windsor, ON
- Internship
…local community and society is for individuals to influence…
Added 44 mins ago
CC
Manager of Pharmacy
Cornwall Community Hospital
Cornwall, ON
- Full-time
Day Shift Monday through Friday - Schedule subject to change
Added 44 mins ago
S
Bilingual Supervisor, Customer Service
Serefin
Remote, Canada
- $55,000 to $65,000 CAD / year
- Full-time
- Remote
…exciting and challenging Supervisor role, you will report to the Manager, Customer Service, while leading a team of 20-30 Customer Service Representatives and Team Leads. The Supervisor is…
Added 44 mins ago
IT Operations Manager
Chemelex
Edmonton, AB
Chemelex is seeking a proactive, highly organized, and trusted IT Operations Manager [WT1] to partner closely with the VP, Digital, AI, & Technology in driving strategic initiatives,…
Added 44 mins ago
DI
Financial Analyst - Winter 2027 Co-op/Intern
Definity Insurance Company
Toronto, ON
- Full-time
As a Financial Analyst on the Operational Reporting & Analysis team, reporting to the Manager, Operational Reporting & Analysis, you will play a pivotal role in delivering high-quality…
Added 44 mins ago
Contract Administration Specialist
Pomerleau
Montreal, QC
Under the supervision of the Contract Administration Manager or Contract Administration Lead, the Contract Administration Specialist is responsible for the comprehensive and diligent…
Added 59 mins ago
ASSOCIATE ONE POINT PATIENT CARE SPECIALIST
Green Shield Canada
Canada
Must have a valid driver’s license and possess a car
Added 59 mins ago
BP
Section Manager, Supplier Quality Oversight (MCR)
Bruce Power
Bruce Power
- Full-time
To help achieve our business plans, the Quality Assurance Division currently has an opportunity for a Section Manager, MCR Supplier Quality Oversight. This position will report to the…
Added 59 mins ago
B
Senior Manager, Technology - Banking Cloud Solutions Leader
BDO
Toronto, ON
- Full-time
We enable you to engage with how we change and evolve, being a key contributor to the success and growth of BDO in Canada.
Added 59 mins ago
Supervisor, Vaccination Services
Halton Region
Oakville, ON
This position is eligible for the Hybrid Work Program, with a minimum requirement of three (3) days per week onsite
Added 59 mins ago
BH
Registered Practical Nurse, Complex Care
Bruyère Health
Ottawa, ON
- Full-time
Reporting to Clinical Manager, as a member of the interdisciplinary team you will deliver safe, effective, patient-centered, ethical and evidence-based nursing care to patients according to…

Serefin

Bilingual Supervisor, Customer Service

Remote, Canada

Remote

$55,000 to $65,000 CAD / year · Full-time

Apply on serefin.pinpointhq.com About employer

Applications open in a new tab.

Job details

Pay: $55,000 to $65,000 CAD / year
Job type: Full-time
Workplace: Remote
Remote eligibility: Canada listed. Check the posting for province restrictions.
Posting language: English
Posted: Nov 11, 2026

Original job description

Bilingual Supervisor, Customer Service

Department: Serefin Experiences

Employment Type: Full Time

Location: Remote

Compensation: CA$55,000 - CA$65,000 / year

Description

Who Are We?

Serefin Experiences is a young and energetic company delivering exceptional client service. In continuing to build an inclusive workplace where everyone feels valued and appreciated, we are growing our dynamic team by recruiting and retaining the most talented people. Our environment is reflective of our commitment to fostering our corporate values of
Collaboration - We work as one team to delight our customers and build strong relationships that last.

Integrity - We conduct ourselves with the highest level of honesty and transparency and place a premium on clarity and focus.
Leadership - We are empowered to take the initiative – to proactively deliver to our partner's unique needs and help drive our company’s growth.
Ownership - We are personally accountable for our actions and, as professionals, are proud to deliver on our commitments.
Creativity - We provide innovative, flexible solutions that lead us, and our partners, into the future.
Community - We value each other and work together to have a positive impact on the world around us.
Fun - We create a culture that attracts extraordinary talent, welcomes diversity, and brings enjoyment into the workplace.

What Is The Opportunity?

We are currently seeking a Supervisor, Customer Service, to join our multi-channel Contact Centre who will work remotely. In this exciting and challenging Supervisor role, you will report to the Manager, Customer Service, while leading a team of 20-30 Customer Service Representatives and Team Leads. The Supervisor is responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels. Our ideal candidate is a decisive and effective communicator across a wide range of stakeholders who can motivate a team and possesses excellent verbal and written skills, superior organizational and multi-tasking skills with a can-do attitude who thrives in a fast-paced high-volume setting.

What Is Your Day Going to Look Like?

Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow
Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate
Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols
Handle specific requests from the agents with regards to work schedule, time off, etc.
Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed
Track agent hours for Payroll
On Call coverage as assigned
When possible, participate in team building games and activities
Other duties as assigned

Key Responsibilities

Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty
Professionally manage customer escalations, assist in troubleshooting and resolving issues
Support and oversee back-office operations and ticket management
Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements
Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis
Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs
Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
Communicate updates to company or client programs, policies, procedures and initiatives
Oversee special projects as assigned by Manager
Assist in front and/or back-office customer service needs as required

Skills, Knowledge and Expertise

1+ years proven experience as a Call Center Supervisor or similar supervisory position
2+ years experience in customer service with a high standard of care and customer-focused mindset
Strong management and leadership skills and capable of efficiently managing workflow
Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution, meeting the needs of both the customer and the business
Computer knowledge including advanced Microsoft Office Suite and previous experience with NICE software an asset
Proficiently bilingual, spoken and written - English/French
Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skillsets to enhance team’s capabilities and maintain quality in all aspects of work
Adapt well to change and quickly and successfully, when necessary, shift priorities as needed
Proven time-management skills with the ability to work effectively and meet all deadlines
Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough
Must successfully complete initial training and you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance
Varied shifts, flexible full-time schedule available - 24/7, 365 days per year including weekends

Apply on serefin.pinpointhq.com About employer

More about this job

Responsibilities

Lead, coach, and develop a team of 20–30 customer service representatives and team leads, monitoring service quality, productivity, schedule adherence, and KPIs. Manage escalations and ticket operations, communicate program updates, support reporting and training, and collaborate with other teams to improve procedures and customer experience.

Requirements

Requires at least one year of call center supervisory experience and two years of customer service experience, along with strong leadership, communication, coaching, conflict resolution, and organizational skills. Candidates must be proficient in spoken and written English and French; advanced Microsoft Office knowledge is required, while NICE software experience is an asset.

Skills

Team Leadership
Customer Service
Coaching And Training
Performance Management
Conflict Resolution
Quality Assurance
Schedule Adherence
Workflow Management
Back-Office Operations
Ticket Management
Data Collection And Reporting
Microsoft Office Suite
NICE Software
English-French Bilingual Communication
Analytical And Critical Thinking

Remote locations

Toronto, Ontario, Canada

Remote locations (standardized)

Toronto, Ontario, Canada

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Customer Service
Team Leadership
Customer Experience
Customer Satisfaction
Customer Loyalty
Coaching
Training
Performance Monitoring
Quality Assurance
Schedule Adherence
Key Performance Indicators
Customer Escalations
Conflict Resolution
Back-Office Operations
Ticket Management
Payroll
Workforce Planning
Call Quality
Program Documentation
Microsoft Office Suite
NICE Software
English-French Bilingual
Data Reporting
Process Improvement
Remote Work

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