Supervisor, Contact Centre

We are looking for someone who is going to utilize their leadership skills to supervise and support the Contact Center team at Embark. We take pride in executing our motto of delivering easy and memorable experiences to our customers. We invest in internal growth and talent development for those looking for a long-term career with Embark. The most important aspect of our company is our culture and looking for someone to be a part of it.

About the Role

• 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.

Who we are looking for

If you can answer “YES” to the following questions, you may be the person we are looking for:

• Do you have a University or College degree in Business or a related discipline?
• Do you have 2-3 years of experience working in the Financial services industry for a customer service/call center or back office Administration environment?
• Do you have 1-2 years of experience with Customer Retention programs?
• Do you have superior customer service skills?
• Do you have excellent communication skills? Are you able to articulate clearly and effectively over the phone and in writing?
• Do you have strong analytical skills?
• Are you proficient with Microsoft Office 365?
• Do you have excellent organizational and time management skills? Do you have the ability to multi-task in a fast-paced environment?
• Can you utilize leadership skills to supervise and support a Contact Centre team?
• Can you manage team workload and practices to optimize effectiveness and efficiency?

Don’t meet every single requirement? That’s okay. We encourage you to apply anyway. We believe in investing in potential and supporting our team members as they grow into their roles. If this opportunity excites you, but your experience doesn’t align perfectly, we still want to hear from you.

Benefits

As an employee at Embark you will benefit from so many great employee perks…

Flexible Ways of Working: Design your workday around what matters most. With flexible hours, you can balance work with all the other important things in life. And, with our Remote Work Arrangement, you can work from anywhere in the world for part of the year-whether that’s a beach in Bali or your cozy cabin in Muskoka.

Health & Wellbeing Support: Your wellbeing is our priority. Enjoy fitness reimbursements, paramedical coverage, and a generous health spending account. Recharge with Embark Wellness Days and wellness-focused afternoons, and access extended mental health support whenever you need it.

Career Development That Moves You Forward: Fuel your growth with funding for courses, certifications, and conferences. Explore new horizons through job rotations and secondments, and benefit from ongoing coaching and personalized development planning that keeps your career moving. At Embark, people stick around for the long-haul.

RESP Matching - Because Futures Matter: We don’t just talk about education-we invest in it. On top of RRSP matching, you’ll receive RESP matching to help your loved ones pursue their post-secondary dreams.

Fun Is Part of the Job: We take fun seriously. From themed parties and surprise treat days to team socials that actually make you want to show up, we create moments that spark joy, build connection, and make work feel like more than just work.

We use artificial intelligence (AI) tools to support aspects of the recruitment process.

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