Supervisor, Group Customer Service

We are looking to hire a **Group Customer Service Supervisor** to join Empire Life’s Group Operations team. The successful applicant will be a leader of people, managing a team of call center customer service agents.

**What will you do?**
- Coach, engage and motivate team members; identify employee training and development needs
- Maintain a positive team culture and environment
- Participate in the hiring and employment processes for team members; set employee goals and objectives and manage employee performance
- Supervise the day-to-day operation of the business unit
- Demonstrate leadership by planning, organizing, leading and monitoring operations and performance so that established key performance indicators, service and quality targets are met and exceeded
- Develop and maintain an understanding of the business, including distribution channels, general business lines, and associated impacts and priorities
- Operate as key contact for the business unit, provide technical expertise to employees and customers regarding processes
- Develop and maintain standard operating procedures and establish service standards; review procedures for improvements and efficiencies
- Monitor noise, questions, feedback and challenges from staff, members and administrators to highlight efficient solutions
- Act as the second level for problem escalation; provide operational and functional guidance and recommend solutions or corrective measures to be taken
- Develop and demonstrate positive communications with other departments and customers
- Prepare and analyze reports for management
- Act as project lead as required
- Assists in the preparation of the unit budget and manages expenses within budgetary parameters
- Identify high-performing employees for potential eligibility for project work and cross-training opportunities
- Support employees through change and addition of digital assets and/or systems

**What is in it for you?**
- Competitive salary with annual pay increases
- Annual bonus program, which recognizes both strong company performance and individual contributions
- A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account
- Equipment provided
- Flexible work arrangements and an annual allotment of personal health days.
- Four weeks annual vacation from the hire date
- A defined contribution pension plan with generous employer-matching
- Top-up programs for parental leave and compassionate leave
- Employer-sponsored wellness and recognition programs
- A cash employee referral program
- Impactful work - get to work on meaningful projects that positively impact our customers, company, and society
- Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers

**What makes you a good fit?**
- Supervisory experience
- 5+ years of work experience
- Completion of a community college diploma in a related discipline
- Working towards business-related designation(s)
- Bilingualism (English/French) is an asset
- Well-developed team-building, coaching and/or mentoring skills
- Well-developed conflict resolution skills
- Ability to think logically, analyze and/or solve problems
- Ability to organize/schedule both people and information
- Ability to develop and maintain effective working relationships
- Tact, diplomacy and the ability to handle confidential information
- Must reside in and legally be able to work in Canada

**Que ferez-vous?**
- Encadrer, engager et motiver les membres de l'équipe ; identifier les besoins de formation et de développement des employés
- Maintenir une culture et un environnement d'équipe positifs
- Participer aux processus d'embauche et d'emploi des membres de l'équipe ; définir les objectifs des employés et gérer les performances des employés
- Superviser le fonctionnement quotidien de l'unité commerciale
- Faire preuve de leadership en planifiant, organisant, dirigeant et surveillant les opérations et les performances afin que les indicateurs de performance clés et les objectifs de service et de qualité établis soient atteints et dépassés
- Développer et maintenir une compréhension de l'entreprise, y compris les canaux de distribution, les secteurs d'activité généraux et les impacts et priorités associés
- Agir en tant que contact clé pour l'unité commerciale, fournir une expertise technique aux employés et aux clients concernant les processus
- Élaborer et maintenir des procédures opérationnelles normalisées et établir des normes de service ; examiner les procédures pour les améliorer et les rendre plus efficaces
- Surveillez le bruit, les questions, les commentaires et les défis du personnel, des membres et des administrateurs pour mettre en évidence des solutions efficaces
- Agir en tant que deuxième niveau pour l'escalade des problèmes ; fournir des conseils opérationnels et fonctionnels et recommander des so