Contact Centre Administrative Supervisor

As Contact Centre Administrative Supervisor, at The North West Company (TNWC) in our Winnipeg Customer Contact Centre, you will plan, organize and direct the activities and operations of the Contact Center Admin Representatives (CCAR) and be responsible for accessing CCAR’s work and provide them feedback to maximize performance.

Joining TNWC gives you the opportunity for growth and development throughout the company, a competitive salary with a benefits package and to be part of a dynamic and diverse culture.

TNWC is a leading retailer to under-served rural communities and urban neighborhood markets in the following regions: Northern Canada, Western Canada, rural Alaska, the South Pacific islands and the Caribbean. Our stores offer a broad range of products and services with an emphasis on food. Our value offer is to be the best local shopping choice for everyday household and local lifestyle needs. Check out northwest.ca for more information.

**Your Role**:

- Oversee the daily activities of the financial services team, ensuring tasks are completed accurately and on time.
- Provide training and development opportunities for team members to enhance their skills and knowledge.
- Responsible for dealing with store and staff queries and reporting any complex issues to management.
- Distribute and ensure completion of daily and monthly administrative task assignments.
- Regularly reconcile bank statements, accounts receivable, accounts payable, and general ledger accounts to ensure all transactions are accurately recorded, discrepancies are identified and resolved, and detailed records of all reconciliations and adjustments are maintained.
- Ensure accurate and timely uploads of financial data into various systems.
- Assist in monitoring accounts receivable to ensure timely collection of payments.
- Provide support to internal and external customers, addressing inquiries and resolving issues promptly.
- Work closely within the Financial Services teams and other departments such as accounting and operations to support their needs.
- Develop schedules with Contact Centre Admin representatives each month to ensure objectives and service levels are met.
- Identify opportunities to streamline processes and improve efficiency within the Contact Centre Admin team.
- Provide backup to the Supervisor in a Contact Centre Call agents.
- Work on special projects as needed.

**Desired Skills & Experience**:

- Minimum of 5 years’ relevant experience within a Customer Services environment, supervisory experience considered an asset.
- Minimum of 3 years’ experience within the financial services industry.
- Must possess effective communication and interpersonal skills with a demonstrated ability to provide superior customer service.
- Highly motivated with proven organizational, effective planning, and development of a team.
- Experience of delivering individual/group coaching to improve professionalism and customer service.
- Demonstrated proficiency with automated card systems and MS Office Applications with an emphasis on Excel, Word and Outlook.
- Must be able to handle confidential information.
- Ability to remain professional and courteous with customers at all times.
- Travel of two to three weeks per year to visit stores.
- Work in a fast-paced environment, required to multi-task and prioritize accordingly.
- Must be available to work evenings, holidays and weekends.

**Location**:Gibraltar House, 77 Main Street, Winnipeg, MB
**Reports to**: Director, Financial Services

We create a collaborative and constructive culture by:
Being Enterprising - Committing to our Customer - Working with Passion - Leading and Developing Others - Demonstrating Respect and Inclusivity - Building Trust

**A competitive salary is being offered along with opportunities to learn, develop and advance throughout the organization. We thank all applicants for their interest; however only those selected for an interview will be contacted.**

This is an active job opening for a position that is currently available and we are actively seeking to fill

**For Internal Applicants Only**:
**Salary Grade: C0R006