Contact Center Supervisor

**Contact Center Supervisor - Winnipeg**

**Position Summary**

Are you a dynamic leader passionate about delivering exceptional service and mentoring high-performing teams? As a **Contact Centre Supervisor** at our **National Client Service Centre**, you’ll play a critical role in ensuring smooth operations, supporting team success, and maintaining the highest standards of client care.

This hybrid role combines remote work with in-office responsibilities. Open availability is required, including evenings, weekends, and statutory holidays. During your first three months, daytime availability is essential for training.

**Key Responsibilities**

**Leadership**
- **Coach and Support**: Provide hands-on coaching and guidance to ensure a superior and responsive client experience.
- **Empower Growth**: Identify skill gaps and oversee both formal and informal training initiatives.
- **Foster Excellence**: Cultivate a culture of excellence by driving adherence to processes, quality standards, and problem-solving best practices.
- **Engage the Team**: Build a positive, collaborative environment that promotes employee engagement and team spirit.
- **Performance Management**: Conduct impactful performance reviews, mentor team members, and align individual and team goals with organizational objectives.

**Scheduling & Operations**
- **Ensure Service Continuity**: Manage care provider scheduling while proactively resolving conflicts and reallocating resources as needed.
- **Adapt to Demand**: Monitor call volumes and staffing levels, ensuring optimal service delivery during high-demand periods.
- **Client Support**: Address escalated client concerns, collaborating with stakeholders to ensure effective resolutions.
- **Operational Oversight**: Maintain day-to-day efficiency through proactive staffing and workflow management.

**Documentation & Communication**
- **Maintain Accuracy**: Ensure meticulous call documentation, including call logs, notes, and updates in **AlayaCare**.
- **Drive Transparency**: Record and communicate performance discussions while ensuring compliance with documentation standards.

**Quality Management**
- **Uphold Standards**: Incorporate quality assurance measures into daily operations and conduct regular audits of scheduling and call documentation.
- **Promote Continuous Improvement**: Partner with the leadership team to develop and implement quality improvement strategies, including process evaluations and spot checks.
- **Ensure Compliance**: Submit incident reports and align operations with corporate quality protocols.

**What We’re Looking For**

**Education & Experience**
- **Education**: High school diploma (or equivalent) required; college coursework is an asset.
- **Experience**:
- At least 2 years in a contact centre leadership role.

**Skills & Competencies**
- Proficiency in Microsoft Office Suite.
- Strong organizational skills with exceptional attention to detail.
- Ability to manage stressful situations with professionalism and sound judgment.
- Proven leadership and coaching abilities with excellent interpersonal skills.
- Service-oriented mindset, committed to delivering outstanding client satisfaction.
- Exceptional oral and written communication skills.

**Why Join Our Team?**

At the **National Client Service Centre**, we are dedicated to enhancing the lives of our clients and their families through compassionate, timely care. As a **Contact Centre Supervisor**, you’ll have the opportunity to lead a collaborative, high-performing team while making a meaningful impact.

**What We Offer**:

- A supportive and engaging work environment.
- Opportunities for professional growth and development.
- The chance to be part of a mission-driven organization that prioritizes client care and employee well-being.

**About Us**

For millions of Canadians, CBI Home Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape health care for the better. Learn more at cbihomehealth.ca.

HHWEST

LI-Post