Arcteryx.Com4d ago

Guest Services Supervisor - Bilingual

Canada·VancouverFull-timemid

OtherGuest Services Supervisor

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Overview

Department: NAM - Guest Services Reports to: Assistant Manager, Guest Services Location: Vancouver, B.C. Your Opportunity at ARC’TERYX: As Guest Services Supervisor – Bilingual,

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OtherGuest Services Supervisor

As Guest Services Supervisor – Bilingual, you will build a high-performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service.

In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.

This role is based out of our North Vancouver office and may be open to a hybrid work schedule depending on business needs and per department policy. For more details, please review the Expectations section at the end of the job description.

The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.

Leading and coaching a team of Representatives towards high performance through individual strengths lens and helping them set annual objectives

Connecting with each team member weekly in individual check ins

Supervising and coordinating the day-to-day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goals

Collaborating with other supervisors and the Manager’s, Guest Services to ensure consistency between teams

Assisting with questions from representatives and supporting in the resolution of escalated issues if needed

Troubleshooting system errors that may arise in conjunction with our technology teams

Cultivating a culture of high performance, managing and improving your team’s performance of core department metrics KPIs

Generating reports and auditing service levels

Writing and conducting formal annual performance appraisals for your team

Participating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminations

Collaborating with the Guest Services Scheduling team to build daily schedules that accommodate for anticipated contact volume and workload/forecast shifts

Coaching your team to deliver high-quality, guest-centric interactions that align with brand tone and our Quality Assurance standards.

Encouraging comfort and confidence with engagement in order processes and supporting team members through coaching or shadowing

Guiding and leading your team through departmental improvements and evolution

Creating and developing French language resources to support team operations, training, and communications

Stretching your support in collaboration with leadership and cross functional partners by taking on additional tasks such as leading meetings, assisting with training and building communication

Providing valuable insights on various projects through meetings, user acceptance testing and change management

Contributing to the development of new measurements to improve service levels and document standard operating procedures

Supporting the growth of the team with interviewing, hiring and onboarding new representatives

Facilitating French language interviews to assess candidate qualifications and language proficiency

Planning and designing employee engagement initiatives, including monthly incentives and recognition programs.

Previous 2+ experience leading a team of 8-15 individuals or have an equivalent level of education or experience in leadership or coaching

You have 3+ years’ experience in a Contact Centre Service environment

You have experience driving employee engagement and recognition programs

You are able to read, write, fluently speak and understand both the French and English language

You have excellent communication skills and the ability to coach in both French and English

You have a post-secondary education in a related field or a combination of related experience

You excel at giving and receiving feedback and are comfortable having coaching conversations at all levels of the organization

You set the standard of performance through your personal example

You remain highly flexible and adaptable

You set a clear vision, align your team around common objectives, and foster commitment to these objectives

You are proactive in identifying the root cause of issues and developing solutions

You inspire breakthrough thinking and continuous improvement

You are experienced in and able to navigate difficult conversations

You have highly effective verbal and written communication skills

You have strong interpersonal communication skills

You are an effective problem-solver

You have excellent attention to detail

You effectively balance autonomy and collaboration

You are proficient in the use of Microsoft Office, particularly Microsoft Excel, and ideally have knowledge of Salesforce, Calabrio or similar systems

You have an knowledge of Arc’teryx products and/or other outdoor related products

Your passion for your work is paralleled by your passion for getting outside and living it

In this role, you will be expected to work a minimum of three days per week in-office, following a set hybrid schedule as determined by the department.

Blackout dates apply during peak periods, during which time off will not be approved:

November 16 to December 18; January 4 to January 8.

November 24 to December 5, all team members are required to be in office full-time.

Additionally, employees are expected to be available in office five days a week for all training (approximately the first 2 months) and should work with their people leader if adjustments need to be made.

*Dates and hybrid schedule are subject to change based on business need and operational requirements.

The salary range for this role is CAD$71,000 - CAD$89,000.