Supervisor, Client Care Centre

Position Title: Supervisor, Client Care Centre
Reports To: Manager, Client Care Centre
Department: Individual
Term:  Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

 

The Opportunity: Equitable is growing! We are looking for a Supervisor, Client Care Centre to join our Client Care Team! The Client Care Centre Supervisor is responsible for effectively managing the Client Care Centre to ensure maximum effectiveness and efficiency. They provide direction and assignment of resources in order to ensure contacts (phone, email, chat etc) from Advisors, Plan Administrators, Plan Members, Clients, Wholesalers, Third Party Vendors, Service Providers and all departments of Equitable are handled within standard and meet external service commitments. Now is an exciting time to join one of the Waterloo Area’s Top Employer for 2025 and Southwestern Ontario’s Top Employers for 2024! 

What you will be doing:

• Leadership 

• Provide leadership and direction to the team including facilitation and conflict resolution 
• Be a role model/resource in providing guidance, understanding, clarification and instruction to staff 
• Facilitate staff development process by discussing future career plans with employees, by assisting/enhancing staff development through appropriate learning opportunities, recommend and support appropriate training opportunities with a focus on employee retention  
• Development and motivation of team through mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience.  
• Evaluate individual performance, addressing performance related problems and initiate corrective action 
• Review job descriptions to ensure they are up to date and reflect ongoing and changing business demands 
• Recruiting staff, conduct Performance Reviews and Audits for quality control  
• Conduct annual staff performance appraisals and recommend appropriate salary increases. 
• Address performance-related problems, learning opportunities and initiate appropriate corrective action.  
• Focus on continually reviewing processes and implementing process improvements 
• Participate in product development, system strategy and implementation of key projects 
• In partnership with shared service Work Force Analysts, monitor incoming contact volumes to ensure objectives are met and shift resources if necessary.  
• In partnership with the shared service Training and Development Leader, ensure effective training program is in place for all staff to create flexibility within available resources 
• Monitoring daily stats to ensure service and quality standards are met. 
• Continuous performance management with individual and team quality and quantity measurements 
• Maintain a good relationship with the Director of Insurance Sales on an ongoing basis to gain input to strategies and service issues and resolve problem cases. 

• Manage day to day operations effectively and efficiently 

• Ensure phone calls and email inquiries are handled professionally, accurately and within established service standards 
• In partnership with shared service Work Force Analysts, pro-actively monitor areas out of standard to ensure corrective action is implemented 
• Encourage staff to watch for any potential process improvements, and implement new procedures, when possible, to drive productivity improvements and reduce costs 
• Escalated complaint handling/discussions on difficult interactions with clients within the level of their knowledge base.   
• Provide input into the metrics that need to be in place to measure quality and responsiveness of service 
• Conduct monthly audits for monitoring and documenting quality and individual accuracy and to identify training gaps 

• Technical Support: 

• Resolve complex administrative issues, define solutions, communicate timelines and handle/diffuse escalated situations 
• Work with staff/management team to maximize effectiveness and efficiency of daily operations to ensure consistency in procedures, process improvements and service standards are met 
• Good understanding of the set budget with focus on continuously looking for ways to reduce costs 
• In partnership with shared service Work Force Analysts, work with internal telephony infrastructure team to identify reporting and process improvement opportunities 

• Recruitment        

• Recruit high quality employees, look for opportunities of interest/development for staff (job rotation, presentations, training, and college/university/other courses), reinforce and focus on positives, provide clarity of values, build rapport, strengthen relationships within work group and business unit, focus on teamwork while celebrating key successes/milestones. 
• Work closely with HR to participate in screening and interviews for potential candidates. 
• Provide recommendations to manager for hiring decisions. 

• Training (In partnership with the shared service Training and Development Leader/Team) 

• Oversee training provided to staff on an ongoing basis via internal department training and technical training provided by trainers. 
• Ensure staff receive cross-training to maximize their growth and achieve their skill set potential while effectively resourcing the department. 

• Reports 

• Ensure appropriate tracking and measurement for all functions.  
• Summarize and deliver timely and accurate reporting of all daily/weekly/monthly stats to staff, management, and regional staff. 
• Ensure that quality measurement reports are provided to staff/management 
• Monthly budget review and commentary 

• Projects 

• In partnership with Shared Service Training and Development Leader, provide direction on business training and rollout plans to project resources 
• Manage and support cross departmental projects, focusing on increased efficiency and effectiveness that contribute to departmental, divisional and corporate goals 
  
    

What you will bring:

• Post secondary education or equivalent combination of education and work experience  
• Proven successful management of a team in a client care/contact centre environment  
• Knowledge of client care/contact centre capacity management processes   
• Superior interpersonal skills to manage relationships with internal and external clients. 
• Organization, communication, analytical, interpersonal, motivational, and management skills are essential 
• Listening and persuasion skills along with attention to detail and memory skills 
• The ability to build strong relationships and foster teamwork and collaboration    
• Excellent analysis, negotiation, problem solving and decision-making skills 
• Superior knowledge of workflows and process improvement 
• Good understanding of budget and budget management 
• Excellent leadership, mentoring and coaching abilities 
• Strong people management abilities, skilled in mentoring and coaching staff in a highly demanding, fast paced environment 
• Strong analytical ability, decision making ability, innovative and able to meet conflicting and challenging deadlines 
• Excellent computer skills including excellent excel and word skills  
• Highly service oriented 
• Strong organization, communication, analytical, prioritization and interpersonal skills 
• Knowledge of client care/contact centre technology, scheduling, forecasting, capacity planning and reporting 

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

#LI-Hybrid