Supervisor, Client Experience Specialist

5 months ago

Toronto, Canada Manion Wilkins & Associates Full time

**WHO ARE WE?**

We’re Manion, a Canadian firm that provides third party benefits administration, payments, and consulting services. Providing solutions to streamline the administration of an organization’s pensions and health benefits, they know how to deliver the highest value. Manion leads the way in web-based plan access and administration, making it possible for Canadians to live healthy lives.

**YOUR ROLE**

As the Supervisor, you will be leading and developing the Customer Experience Specialist team to provide an efficient and best in class client experience. The overall goal is to generate meaningful insights and assist senior leadership with improvements to our products and services.

This position will mainly be based out of our Etobicoke office on a hybrid schedule, but there may be occasional travel to the Woodbridge, ON office.

**YOUR IMPACT**

You will work with a collaborative team of Supervisors, Work Force Optimization resources and Learning and Development partners to achieve common team development objectives and service level targets. When service levels dictate, you may need to step into the role of an agent to support the team.

The primary focus of this role will be to maximize the efficiency of the team while maintaining the integrity of a quality client experience focused on accuracy of information and promoting digital solutions to everyday client issues. This will be accomplished by analyzing reported results, direct observation, reviewing recorded client interactions, and then providing valuable feedback.

**THIS IS YOU**
- You have post Secondary education, or relevant work experience.
- You have 2+ years' minimum experience in a leadership role with direct reports.
- You have 2+ years' experience working in an inbound call centre.
- You must project and maintain a high level of integrity and trust.
- You must be self-directed and thrive in a goal focused environment.
- You must have exceptional customer service skills with the ability to calmly handle escalated calls.
- You are tech savvy.
- You Must have excellent written and verbal communication skills
- You are self-motivated and able to work well with mínimal supervision.

**THIS IS NICE**
- Previous experience with group insurance would be considered an asset but is not required.
- You have additional leadership training, or certifications.
- You have facilitated training, and supported with workforce planning.
- You are flexible between 8 AM - 7:00 PM.

**WHAT YOU'LL GET**
- Comfortable compensation
- Flexible office arrangements
- Free onsite parking
- Wellness program, and Fitness program
- Registered pension plan, and Group RRSP and TFSA
- Group benefits (we ARE be good at this)
- Career development

**CORE COMPETENCIES**

We want you to be able to look beyond your desk and see how you fit into the whole department as a person and as an employee. We expect you to be fully engaged as you learn and grow with us, and not just watch the clock tick down. You’ll be a perfect fit if:
You are** Customer Focused** - in everything you do, you consider the people we serve.

You are **People Oriented** - you build strong working relationships with different personalities quickly. People enjoy being around you.

You are a **Team Player** - you look for ways to pitch in, and work well with a variety of personalities.

You are **Organized** - since every client is different, timelines and demands vary. You know how to track everything, so nothing is mishandled.

You have **Resilience** - you know how to juggle deadlines and competing demands. When you’re under pressure, you rise to the occasion.

**WHY YOU WILL LOVE WORKING FOR MANION**

Your work week will be 37.5 hours a week, working weekdays for 7.5 hours daily, with occasional overtime. We ensure salary for all roles will be comfortable and commensurate with experience. We value our people and have comprehensive benefits for our staff.

We have tenured staff at Manion, and there are good reasons for that. We take time to hand pick our people and ensure each individual is doing work that is meaningful. The biggest reason we love coming to work is that we love working together. This is a fun, vibrant community to work in every day. We know each other by name and celebrate achievements as a family.

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