Phocus Solutions has over 15 years of experience serving clients who entrust us with their customer service, sales, technical support, lead generation and customer survey applications. Professionalism, security and cost-effective service are our hallmarks. We are looking to fill positions for: Bilingual Call Center Team Leader Reporting to the Operations Supervisor, the Level 4 agent is tasked with the effective management of the operations shift assigned to them. Primary Responsibilities: • Act as an information resource to agents regarding programs, procedures and policies, including help line. • Act as a call center customer service agent depending of the business needs. • Ensure the follow-up of client service issues directly with the clients (follow-up and research). • Ensure that agents assigned adhere to company rules and policies. • Monitor the status of call queues and take appropriate actions to ensure calls are handled according to established service-level guidelines. • Act as a positive and motivating presence on the operations floor and provide feedback to senior management when appropriate. • Act as an official back-up by representing management and ensuring rules & polices are respected. We are looking for candidates who are: • fluent in both English and French. • available to work day-time and evenings and have open availability on weekends • available for a minimum 30 hours a week. • skilful communicators (verbally and written in both languages). • comfortable working in a team structure and collaborative environment. • organized and have good leadership skills. • Possess experience as supervisor or team leader (preferably in a call center environment) We offer: • permanent full-time positions. • health and dental group benefits • employee recognition program. • flexible hours. • friendly staff. • beautiful working space in the heart of old Montreal. • a starting salary of 14.25$/hour