Contact Center Supervisor (1 Position)

Job Description:

  • We require a full time Supervisor to assist and provide support to the frontline agents overnight.Call center agents will report directly to this Supervisor..
  • The Evening and Overnight Supervisor role is required in Montreal to help build and retain a working environment that focuses on the client experience..
  • The Supervisor will need to take escalated Supervisor calls and complaints – this role is critical in assisting the team with close communication, being present for management support and working closely with the agents to promote a positive team-oriented workplace.
  • Enhanced coaching skills and demonstrating leadership and commitment is required for this role.Hands on experience with call center metrics and tools as well as good knowledge of Microsoft suite of products.
  • This is a key role and the potential candidate must be available to work from Sunday to Thursday/ with Friday and Saturday off with a shift of 22:00 to 6:30AM weekly (prefer candidates with multiple languages) English, French, Portuguese and Spanish.
  • Assists the agents with meeting daily/weekly and monthly key contact center performance KPI’s.
  • Reports and resolves system, customer and operational issues that impact service.
  • Strives to provide all customers with an outstanding customer experience.
  • Works with the other sites to ensure timely identification of issues related to shared clients.
  • Remains informed of any process changes and ensure that agents are properly trained to handle questions about any of them.
  • Analyze call/ticket trends and reasons why customers contact us, etc.
  • Works closely with management to achieve team and department goals.
  • Handles Supervisor calls and provides excellent consumer experience.
  • Coaches agents on product knowledge, internal tools and other call taking processes.
  • Handles cardholder escalations and callbacks in a timely manner.
  • Assists in administering team attendance records, salary preparation, staffing schedules.
  • Builds and maintains a positive working environment that attracts and retains the best people.
  • Provides leadership and support and addresses disciplinary issues in accordance with the labor law.

We are looking for:

  • Minimum Education: Minimum Bachelor’s degree in business administration.
  • Required Experience: 3 to 5 years call center background, strong customer service back ground and some experience managing frontline resources.


  • Strong verbal and written communication skills (languages preferred) English, French, Spanish, Portuguese.
  • Can manage and prioritize multiple tasks.
  • Must demonstrate the ability to adapt to change.
  • Helps to create and promote an environment of self-learning and sharing of knowledge .
  • Coaches on, Accepts, and acts on behaviorally specific feedback.
  • Hands on experience with call center basic tools.
  • Good understanding of how an IVR works.
  • Experience in the area of scheduling and workforce management is an asset.
  • Knowledge of basic Microsoft suite of products.

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