Supervisor, Contact Centre

**Who We Are**:
CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.
A true community partner, we could not be here without our over 150,000 members across Niagara, allowing us to focus on earning your continued trust, every day
CONTACT CENTRE SUPERVISOR - JOB POSTING
**Join Our Team**: Contact Centre Supervisor, Emergency Roadside Services
**Location**: Thorold | Full-Time Position
CAA Niagara is seeking a Contact Centre Supervisor to lead a high-performing team within our Emergency Roadside Services (ERS) department. This people-focused role requires strong leadership, adaptability, and the ability to stay calm under pressure, especially in a fast-paced 24/7 operation where every second counts.
This position is best suited for someone who thrives in a dynamic environment, can motivate diverse teams, and has a passion for supporting employees while delivering exceptional service to members during urgent situations.
Position Overview
Reporting to the Associate Director, Member Experience, the Contact Centre Supervisor is responsible for the day-to-day leadership of the Emergency Roadside Services (ERS) Contact Centre. This includes overseeing dispatchers and front-line representatives who respond to roadside calls, collect critical information, and dispatch service to our team of roadside heroes.
This role focuses on team development, performance management, scheduling, and ensuring our operations meet both member expectations and CAA service standards.
Key Responsibilities
Team Leadership and Development
- Supervise, support, and motivate a team of contact centre agents and dispatchers
- Conduct coaching sessions and performance reviews
- Monitor KPIs and implement development plans to support employee growth
- Foster a culture of clear communication, teamwork, and accountability
- Address employee concerns in a timely and professional manner

Operations and Service Delivery
- Create and manage scheduling to ensure year-round coverage, including contingency planning for high-demand periods
- Oversee attendance and ensure compliance with work procedures
- Lead onboarding and training of new hires
- Collaborate with Fleet Supervisors to align dispatch and roadside services
- Manage escalated calls and focus on delivering positive member experiences
- Work closely with contractors to ensure services meet CAA quality expectations

Continuous Improvement
- Identify and recommend opportunities for service improvements
- Prepare monthly and annual reports on team performance and service metrics
- Analyze service trends and use data to inform operational decisions
- Ensure alignment with strategic goals and CAA member service values

What You Bring
- A confident and supportive leadership style grounded in accountability
- Quick-thinking and calm decision-making under pressure
- Strong change management skills and comfort navigating uncertainty
- Excellent verbal and written communication skills
- Ability to lead with empathy and resolve conflicts effectively
- Experience working with a variety of personalities and managing complex situations

**Qualifications**:

- Minimum 5 years of progressive customer service experience, preferably in tiered or escalated support
- Minimum 2 years of supervisory or team leadership experience
- Knowledge of phone systems, scheduling tools, and relevant software
- Experience with quality assurance systems and data analysis tools
- Post-secondary education in Business, Communications, or a related field is considered an asset

Working Conditions
- Flexibility is required to accommodate a 24/7 operation, including occasional evenings, weekends, or holidays
- Based in-office with regular collaboration across departments
- Some duties may be adjusted based on operational needs

Interview Process
Our process is designed to provide a full picture of how you would contribute to our team:
1. Pre-screening call
2. In-person interview
3. Role-specific assessment
4. Background and references
5. Offer
We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.