Supervisor- Call Centre
6 days ago
You’re passionate about **helping people **through their learning journey and teaching them new and exciting things.
You’re excited about making a **difference** in the lives of both our employees and our clients.
You enjoy working in a fast-paced environment with opportunity for ongoing training and development and to help shape the employee experience of new employees,
If you’re answer is yes, check out our **Supervisor, Third-Party Administration Call Centre role** at Cowan Insurance Group.
**What’s the ask?**
Reporting to the Manager, Third-Party Administration Services (TPA) this role is accountable to manage and direct the daily operations of the Call Centre (TPA)
**Key Responsibilities**
- Fully bilingual individual with superior communication skills
- Develop and maintain reporting/metrics to ensure the team is meeting targets and quality requirements
- Establish policies, procedures, and controls.
- Set priorities to call center team and manage multi-functional activities.
- Coordinate employee training and provide ongoing coaching and feedback.
- Liaise with the IT department to troubleshoot system issues and identify new automation opportunities.
- Participate and collaborate with other departments and bring forward creative ideas and solutions in order to satisfy client implementations.
- Participate in employee recruitment, interview, selection, and onboarding.
- Adapt and implement procedures to meet changing client needs.
- Resolve escalated client and member issues and communicate with key stakeholders.
- Lead various projects and process improvement initiatives.
- Conduct quality review audits.
**What does it take?**
- Completion of post-secondary diploma or equivalent work experience
- Minimum 3 years’ experience in a senior role or leading an inbound/outbound customer service team.
- Group insurance benefits/insurance experience, knowledge of health and dental insurance policies and claims processes will be an asset.
- Experience managing Call Centre metrics (call time, abandon rates, etc.) and overall call contact service target strategies (quality metrics, client service programs). Live-answer, monitoring, management software experience.
- Excellent analytical, interpretive, and organizational skills with strong attention to detail
- Superior interpersonal skills and customer service skills
- Excellent communications skills to clearly articulate messages to a variety of audiences across all levels
- Strong coaching and effective leadership skills
- Proven problem solving & root cause identification skills; solution-oriented dispute resolution and de-escalation skills
- Resilient and tenacious with a propensity to persevere
- Proficiency in MS Office products with advanced knowledge of Excel, Visio and PowerPoint or the willingness to acquire this knowledge
- Demonstrate good judgement, reliability & professionalism in fast paced environments
- Must be Bilingual, written, and oral (English and French).
- Flexibility to work overtime as required.
**Who we are**
Canadian-owned and operated, Cowan Insurance Group is a leading independent insurance brokerage and consulting operation, providing real value to our clients. With close to 500 employees operating out of 10 locations across Canada, we’re proud to have been named one of Canada’s Best Managed Companies since 2012.
We partner with leading national and international insurance companies to:
- deliver insurance and risk management solutions to businesses, organizations and individuals
- advise on and create retirement, group benefits, disability management and international benefits programs for employee groups.
We also offer wealth and asset management as well as financial and succession planning services to individuals, and specialize in property, casualty and credit insurance.
**What sets us apart?**
***Be in good company**
Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.
**Challenge your thinking**
You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.
**Grow together**
We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.
**Benefits and perks**
- Competitive salary
- Participate in our comprehensive benefits plan on day one — no waiting period
- Company-matched Retirement Savings Plan
- Company-paid training and development courses
- Community involvement
**Are you interested?**
Send in your cover letter and resume and share your unique story with us.
While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision
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