E
Supervisor, Contact Centre
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 2+ years
Job description
Supervise and support the Contact Center team at Embark, coaching staff and overseeing customer service delivery, call quality, and reporting activities.
At a glance
- Employment
- Employee (employment agreement)
- Work mode
- Remote
What you'll do
- Adhere to all Service Level Agreements as specified in Embark's Standard Operating Procedures, and Quality Standards
- Support the division with processing all customer requests (email/paper/telephone)
- Serve as coach and mentor and consistently work with team/individual to evaluate and improve skills including the promotion of partner offers and asset building initiatives
- Reporting activities – Manage various customer activities such as marketing campaigns (outreach to customers), CSAT patterns influencing customer experience and asset building initiatives
- Call Quality – Evaluate Contact Centre calls/emails/chats exclusively to ensure consistent messaging is being delivered
- Analyze and deliver cost benefit analysis on current outbound and inbound programs to ensure the program is effective and cost efficient
- Maintain up-to-date knowledge of the company market conditions and leverage advantages to build effective customer solutions
- Participate as a subject matter expert on key processes and support the division in co-ordinating key deliverables on annual business processes, new business initiatives or changes to processes
- Investigate and solve escalated customer inquiries and recommend alternative options and solutions
What we're looking for
- University or College degree in Business or a related discipline
- 2-3 years of experience working in the Financial services industry for a customer service/call center or back office Administration environment
- 1-2 years of experience with Customer Retention programs
- Superior customer service skills
- Excellent communication skills, able to articulate clearly and effectively over the phone and in writing
- Strong analytical skills
- Proficient with Microsoft Office 365
- Excellent organizational and time management skills, ability to multi-task in a fast-paced environment
- Ability to utilize leadership skills to supervise and support a Contact Centre team
- Ability to manage team workload and practices to optimize effectiveness and efficiency
Your team
Contact Center team
Benefits
Flexible Ways of Working: flexible hours and a Remote Work Arrangement allowing work from anywhere in the world for part of the year
Health Wellbeing Support: fitness reimbursements, paramedical coverage, generous health spending account, Embark Wellness Days and wellness-focused afternoons, extended mental health support
Career Development That Moves You Forward: funding for courses, certifications, and conferences, job rotations and secondments, ongoing coaching and personalized development planning
- RESP Matching on top of RRSP matching
- Fun Is Part of the Job: themed parties, surprise treat days, team socials
Apply
About Embark
Delivering easy and memorable experiences to our customers
Key facts
- Invests in internal growth and talent development for those looking for a long-term career
- Culture is described as the most important aspect of the company
- Uses artificial intelligence (AI) tools to support aspects of the recruitment process
What they value
- Delivering easy and memorable experiences to our customers
- Investing in internal growth and talent development
- Culture