Bilingual Field Support Lead

_**Teleperformance is hiring a "Bilingual Field Support Lead" for a big Canadian company. (French & English Speaker)**_ - **General Summary**:_ - **The Field Support Lead will support the execution of nationally driven store support programs around technology, security, operations, loss prevention and training.**_ - **Reporting to the Field Support Manager; and working closely with the Sales & Operations Team; as well as various internal & external partners; the Field Support Lead will support the team in their efforts to execute nationally driven store support programs around technology, security, operations, loss prevention and training.**_ - **The Field Support Lead will also support the security and technology maintenance / support plan for the company's Retail environment.**_ - **The Field Support Lead will support the three pillars of the organization: People, Performance, and Precision.**_ - **Principal Duties & Responsibilities**:_**: - Support the in-field security & technology maintenance / support plan for the Retail environment.**_**: - Adhere to the Canadian Field Support Team schedule.**_**: - Collaborate and support their peers on the Field Support Team spread across Canada.**_**: - Ensures delivery of action and support, where needed in province, in time.**_**: - Works to achieve performance metrics tied to service; aligned to the KPI’s of the Region & Company.**_**: - Ensures professional, responsive, supportive communication practices at all times.**_**: - Supports the 911 plan to prevent lost sales or other risks to the business: i.e. a “remote in “strategy; “hardware quick ship”; etc. Ensures stores experience mínimal down time.**_**: - Supports and responds to all predetermined contact strategies, to execute and manage IT issues, LP escalations, etc. i.e. 1-800#, call ticketing systems, a tip line, paging system, etc.**_**: - Provides inputs to all systems to track technology inventory and warranty - i.e. All hardware, demo devices, software licencing, repairs, replacement, etc.**_**: - Works with the LP Team to support Loss Prevention by proactively auditing and identifying operational process gaps or fraud/shrink/risk threats.**_**: - Collaborates with the Operations & Sales Team to leverage data and reporting to identify opportunity around churn, returns, discounting, buyer’s remorse, non-pay, etc.**_**: - Collaborates with the LP Team to investigate issues escalated by carriers, internal staff, etc.**_**: - Supports the culture of communication to drive professional and constructive feedback back.**_**: - Partners with the Sales Team to train on all necessary topics. (i.e. Operational Processes, LP Issues, Technology Use, Carrier Systems, Selling Skills, Product Knowledge, etc.).**_**: - Works with the LP Team to develop plans to minimise losses due to training gaps/or purposeful errors (i.e. discounting, fraud, returns, systemic opportunities for risk, etc.).**_**: - Supports the organisation by supporting New DM’s and Field Staff to learn what they need - faster - so they can be held accountable.**_**: - Oversees security roles in terms of permissions around onboarding and Offboarding employees into RQ4, NI, ADP, Carrier Portals, Nudge, LMS, etc. to ensure this is done in real time and minimize threats to the organization.**_**: - Partners with HR in all employee change processes to ensure all company records are current.**_**: - Supports the communication strategy to ensure proactive, detailed feedback to carriers when systems are difficult, error prone or simply not working.**_**: - Maintains the demo device library in RQ4 for their area (Store Demos, Manager Demos, DM Demos - etc.)**_**: - Collaborates with Training to create training & support tools.**_ - **Qualifications**:_**: - Fluency in English is a must**_**: - Must have work-proficiency knowledge in French language**_**: - Minimum of 5 years’ experience in retail operations; ideally within the wireless/electronics space and in a managerial role.**_**: - Strong Retail Operational background with Sales and Loss Prevention experience in wireless / electronics retail.**_**: - Solid Retail Sales competency with demonstrated ability to coach and train others**_**: - A strong proficiency of networking structures and diagnostics to help in end-user troubleshooting**_**: - Knowledge and understanding of Windows Operating Systems (XP, Windows 7)**_**: - Knowledge and understanding of Kaspersky Antivirus**_**: - Knowledge of iQmetrix RQ4 an asset**_**: - Additional IT training & certifications an asset**_**: - Effective time management skills and the ability to prioritize competing deadlines is a must.**_**: - Must display strong written and verbal communication skills.**_**: **Job Types**: Full-time, Contract Contract length: 12 months **Salary**: E£18,000.00 - E£23,000.00 per month Application Question(s): - What is your level of proficiency in English? (B2 fluent or C1 nati