DESCRIPTION

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.
The Supervisor will oversee the day to day operations of CI’s Client Services Inbound team and will be responsible for leading, coaching, motivating and developing a team of Financial Services Representatives (FSRs) toward achieving departmental service standards and organizational goals. The incumbent will also liaise with other business units to ensure exceptional service is delivered in an efficient and effective manner.
Fixed Term Contract: 12 months contract

• Actively monitor and manage the activities of the call centre to ensure service levels are met.
• Monitor, coach, motivate and provide career development to the team. Actively engage in succession planning through identifying and mentoring upcoming leaders.
• Collaboratively establish employee goals and conduct periodic performance review and assessments. Take necessary disciplinary action when applicable.
• Complete side by side shadowing and feedback
• Prepare analytics to enhance employee development
• Foster a climate of mutual respect, open communication, approachability, as well as fair and consistent treatment of FSRs
• Promote service excellence by consistently evaluating processes, procedures and/or practices and identifying potential for improvement. Communicate findings/recommendations and assist in the implementation/coordination of needed changes.
• Build a good rapport with staff, peers, and other department units
• Actively participate in regular meetings and maintain an open communication with other business units
• Actively participate in the interview and selection process of potential FSRs
• Participate and represent the Financial Service Centre on various projects and initiatives