Supervisor, Client Care Centre

Position Title: Supervisor, Client Care Centre
Reports To: Manager, Savings and Retirement Operations
Department: Savings and Retirement Operations
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:  We are looking for a Client Care Centre Supervisor to lead our Savings and Retirement Client Care Representatives team to ensure maximum effectiveness and efficiency.

The Supervisor will provide direction and assignment of resources in order to ensure contacts (phone, email, chat etc) from Advisors, 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 and Southwestern Ontario’s Top Employers for 2024!

What you will do:

Leadership

• Development and motivation of team through mentoring and coaching to ensure Client Care Representations are providing a superior Client Experience. 
• Conduct annual staff performance appraisals and recommend appropriate salary increases.
• 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
• Maintain a good relationship with Sales Offices 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
• 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

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.

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.
• Ensure appropriate tracking and measurement for all functions. 
• 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

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 
• 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
• Strong analytical ability, decision making ability, innovative and able to meet conflicting and challenging deadlines
• 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)

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 careers@equitable.ca if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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