Supervisor, Call Centre

5 months ago

Toronto, Canada CIBC Mellon Full time

**Company Information**:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.

**Position Overview**:
Supervises the daily operations of the Call Centre and the staff team by guiding and directing employee performance, maintaining CIBC Mellon internal/external client relationships and ensuring call quality and the associated call statistics meet or exceed defined service level standards.

**Responsibilities**:

- Delegates and schedules daily work tasks of Call Centre staff, monitoring the work of the team to ensure it is completed as required and as scheduled
- Provides day to day supervision, technical advice and human resources support to the team by conducting individual performance reviews, setting individual and team performance objectives and assisting management with staff recruitment
- Identifies, coordinates and delivers team training and development requirements, including requirements to notify team of relevant information on new clients or changes to procedures for existing clients along with more formalized or organization wide requirements (i.e., RK Training, HR Training, etc.)
- Actively guides and structures the daily call centre team processes, focusing on managing call queues accordingly to achieve defined service levels and minimize disruptions to the call centre
- Serves as the first point of contact for call centre concerns and issues escalated by team
- Addresses and resolves identified sensitive client issues by providing procedural support to team or by handling directly, escalating to more senior management levels where necessary
- Communicates and guides team members on any events or changes directly impacting call volume or requiring special treatment/attention or special projects requiring their participation
- Collaborates regularly with group management, providing input on opportunities to improve service levels and operational efficiencies, documentation and maintenance of Call Centre policies/procedures and scripting and to ensure adherence to regulatory and FundSERV standards
- Responsible for routinely evaluating calls for team members and conducting individual call coaching sessions
- Delivers timely client reports and implements call review sessions to meet client requirements
- Designs, implements and tracks effectiveness of motivational campaigns for improved performance, on service delivery targets and quality standards
- Provides timely support with fulfilling audit requirements
- Occasionally support client phone queues by taking calls
- Acts as backup for Manager

**Qualifications**:

- Post Secondary Education
- 5 to 7 years progressive experience including 2 years supervisory experience in the financial industry
- IFIC Mutual Funds or CSC course
- Strong knowledge of the mutual fund industry
- Communication and Interpersonal skills; leadership

**CIBC Mellon's Values**:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better

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