Pension Outsourcing Customer Service Supervisor

Pension Outsourcing Customer Service Supervisor

Pension Outsourcing Customer Service Supervisor

Location : Montreal, QC, CA The Customer Service Supervisor will be responsible for day-to-day supervision for a team of Pension Benefits Customer Services Representatives (CSRs).

An excellent call centre supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate.

You will be organized and reliable as well as results-oriented.

Note : It is expected that this position may require the candidate to primarily and physically work from the office once our offices are fully reopened

The Role

• Provide daily supervision and support to the CSRs including escalations and / or support of complex calls and case management oversight
• Daily monitoring of call centre systems to ensure appropriate coverage available and adjusting CSR allocations as needed
• Support the Call Centre Manager with running and / or processing reports and trend information to provide to clients
• Provide recommendations to the Call Centre Manager to improve service and efficiencies
• Provide direct management to team members : Train, mentor, and develop CSRs and support career development
• Assist with the onboarding and training of new CSRs
• Oversee and perform call reviews in English, and in French, coaching and providing feedback to the CSRs
• Foster teamwork and communication and help maintain a positive morale
• Drive consistent team methodology, process and deliverables
• Ensure that standardized work processes, tools and methodologies are being used to improve quality and profitability
• Ability to balance a workload in a fast-paced environment while maximizing team utilization
• Resolve team / resource issues and escalate to the Call Centre Manager and leadership, as needed
• Contribute to improving process or operational policies
• Proficient in MS Office

Other Responsibilities :

• Staffing and performance management
• Training
• Client satisfaction metrics
• Meeting performance metrics
• Leads and directs the work of other CSRs

Requirements

• Minimum education is a high school diploma or GED equivalent, Bachelors degree is preferred
• Strong customer services focus with a minimum of 5 years experience in a Call Centre setting, at least 2 of which must be at the supervisory level
• Working knowledge of defined benefit pension plans
• At least 2 years experience with people management
• Strong interpersonal skills particularly in resolving team and / or management issues
• Must be fluent in English and French, both oral and written
• Must demonstrate strong time management and project organization skills
• Ability to promote professional development of staff
• Ability to motivate team members to initiate process improvements
• Ability to learn new technologies and solve problems in a fast-paced environment
• Be available for extended work hours, as needed
• Demonstrate client service focus and flexibility in supporting client requests
• Demonstrate commitment to quality and continuous improvement
• Demonstrate a desire to learn and accept new challenges

Equal Opportunity Employer

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