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