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Supervisor, Contact Centre

1 month ago

Winnipeg, Canada Manitoba Public Insurance Full time

Overview:
As the Supervisor, Contact Centre, you will coordinate the day-to-day operational activities of the Contact Centre, including supervising diverse, integrated teams. The position will ensure high level of customer service is provided in the most efficient and cost effective manner possible.

**Responsibilities**:

- Coach, counsel, and develop CCA1s and CCA2s. Identify staff development needs, and formulate development plans. Ensure employees’ readiness for additional skill sets and training, including, but not limited to:

- Physical damage claims
- Injury claims
- Registration/insurance and driver licensing enquiries
- Broker and Service Centre enquiries
- CCA2 decision making, including consideration of financial impacts to the customer and Corporation
- New call types associated with the introduction of new products and services
- Set and communicate team goals and priorities
- Assist with answering all types of contacts during high call volumes.
- Establish reporting and conduct individual meetings with each direct report on a monthly basis regarding customer service standards and performance metrics to assess individual, team, and departmental success.
- Ensure Customer Service Standards and service level agreements for customers and brokers are met while adhering to all governing policies and procedures.
- Directly address or provide direction to Customer Care Leads and CCAs with handling escalated customer and broker concerns and/or complaints, including handling customers who are upset and/or difficult to deal with, and ensure that issues presented are dealt with fairly, and in a manner best serving the customer and the Corporation.
- Conduct performance evaluations with input from management.
- Provide regular feedback and use coaching techniques as a means for employee development and performance improvement.
- Participate in the recruitment for positions within the unit.

Qualifications:

- High school diploma or equivalent.
- Six years of related experience in a fast paced, customer focussed or contact centre environment, utilizing a customer service framework or model, including two years in a leadership capacity.

OR
- Certificate or diploma in Management, Business Administration or related discipline.
- Four years of related experience in a fast paced, customer focussed or contact centre environment, utilizing a customer service framework or model, including two years in a leadership capacity.
- Experience handling progressively complex customer enquiries related to MPI products and services is an asset.

Employee Benefits:
**Health benefits**

We offer a comprehensive health benefits program that includes:

- flexible health, dental and vision plans
- health spending account
- travel health coverage
- other extended health benefits such as ambulance, massage and physiotherapy

**Financial security**

In an effort to support financial security, we offer:

- registered pension plan
- group, dependent, and optional life insurance coverage
- critical illness insurance
- sick leave to cover short-term disability
- long-term disability

**Wellness**

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

- vacation entitlement
- maternity, parental and adoptive leaves
- bereavement and family responsibility leaves
- employee and family assistance program
- mental-health programming
- lunch-and-learn offerings
- discounted gym memberships and wellness account

**Diversity and inclusion**

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

**Employee recognition**

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

**Professional development**

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

**Safety and health**

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.