Supervisor (Full-Time)Supervisor (Full-Time)

7 days ago

Kitchener, Ontario, Canada Equitable Life of Canada Full time
it's about being part of a workplace that helps you grow and reach your full potential

Position Title:
Supervisor, Client Care Centre

Reports To:
Manager, Savings and Retirement Operations

Department:
Savings and Retirement Operations

Term:
Permanent Full-Time

You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month.

You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

We are looking for a Client Care Centre Supervisor to lead our Savings and Retirement Client Care Representatives team to ensure maximum effectiveness and efficiency.

The Supervisor will provide direction and assignment of resources in order to ensure contacts (phone, email, chat etc) from Advisors, Clients, Wholesalers, Third Party Vendors, Service Providers and all departments of Equitable are handled within standard and meet external service commitments.

Development and motivation of team through mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience.

Conduct annual staff performance appraisals and recommend appropriate salary increases.
In partnership with the shared service Training and Development Leader, ensure effective training program is in place for all staff to create flexibility within available resources
Ensure phone calls and email inquiries are handled professionally, accurately and within established service standards
Escalated complaint handling/discussions on difficult interactions with clients within the level of their knowledge base.
Provide input into the metrics that need to be in place to measure quality and responsiveness of service
Conduct monthly audits for monitoring and documenting quality and individual accuracy and to identify training gaps

Recruit high quality employees, look for opportunities of interest/development for staff (job rotation, presentations, training, and college/university/other courses), reinforce and focus on positives, provide clarity of values, build rapport, strengthen relationships within work group and business unit, focus on teamwork while celebrating key successes/milestones.

Training (In partnership with the shared service Training and Development Leader/Team)

Oversee training provided to staff on an ongoing basis via internal department training and technical training provided by trainers.

Ensure staff receive cross-training to maximize their growth and achieve their skill set potential while effectively resourcing the department.

Ensure that quality measurement reports are provided to staff/management
Projects
~ In partnership with Shared Service Training and Development Leader, provide direction on business training and rollout plans to project resources

Post secondary education or equivalent combination of education and work experience
Proven successful management of a team in a client care/contact centre environment
The ability to build strong relationships and foster teamwork and collaboration
Excellent analysis, negotiation, problem solving and decision-making skills
Knowledge of client care/contact centre technology, scheduling, forecasting, capacity planning and reporting
An additional paid volunteer day each year so you can spend time giving back to the community
Immediate enrollment in the company's pension program with employer matching

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