Supervisor, Group Customer Service

2 weeks ago

Winnipeg, Canada SP Data Digital Full time

We are looking to hire a Group Customer Service Supervisor to join Empire Life's Group Operations team. The successful applicant will be a leader of people, managing a team of call center customer service agents.

What will you do?

  • Coach, engage and motivate team members; identify employee training and development needs
  • Maintain a positive team culture and environment
  • Participate in the hiring and employment processes for team members; set employee goals and objectives and manage employee performance
  • Supervise the day-to-day operation of the business unit
  • Demonstrate leadership by planning, organizing, leading and monitoring operations and performance so that established key performance indicators, service and quality targets are met and exceeded
  • Develop and maintain an understanding of the business, including distribution channels, general business lines, and associated impacts and priorities
  • Operate as key contact for the business unit, provide technical expertise to employees and customers regarding processes
  • Develop and maintain standard operating procedures and establish service standards; review procedures for improvements and efficiencies
  • Monitor noise, questions, feedback and challenges from staff, members and administrators to highlight efficient solutions
  • Act as the second level for problem escalation; provide operational and functional guidance and recommend solutions or corrective measures to be taken
  • Develop and demonstrate positive communications with other departments and customers
  • Prepare and analyze reports for management
  • Act as project lead as required
  • Assists in the preparation of the unit budget and manages expenses within budgetary parameters
  • Identify high-performing employees for potential eligibility for project work and cross-training opportunities
  • Support employees through change and addition of digital assets and/or systems

What is in it for you?

  • Competitive salary with annual pay increases
  • Annual bonus program, which recognizes both strong company performance and individual contributions
  • A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account
  • Equipment provided
  • Flexible work arrangements and an annual allotment of personal health days.
  • Four weeks annual vacation from the hire date
  • A defined contribution pension plan with generous employer-matching
  • Top-up programs for parental leave and compassionate leave
  • Employer-sponsored wellness and recognition programs
  • A cash employee referral program
  • Impactful work - get to work on meaningful projects that positively impact our customers, company, and society.
  • Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

What makes you a good fit?

  • Supervisory experience
  • 5+ years of work experience
  • Completion of a community college diploma in a related discipline
  • Working towards business-related designation(s)
  • Bilingualism (English/French) is an asset
  • Well-developed team-building, coaching and/or mentoring skills
  • Well-developed conflict resolution skills
  • Ability to think logically, analyze and/or solve problems
  • Ability to organize/schedule both people and information
  • Ability to develop and maintain effective working relationships
  • Tact, diplomacy and the ability to handle confidential information
  • Must reside in and legally be able to work in Canada

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