Call Centre Supervisor

VentureTech Solutions•North York, ON

7d•Onsite

About The Position

As our Call Centre Supervisor, you’ll lead the day-to-day coaching, training, and quality assurance that help our Credit Counsellors deliver an outstanding client experience. You’ll mentor a team doing meaningful work, collaborate across departments, and contribute to special projects that improve how we serve Canadians.

Requirements

Bachelor’s degree.
Certified credit counselling exam completed, or ability to pass within 12 months of employment.
People-leadership/management experience; hands-on supervision in a credit counselling environment is an asset.
Background in credit, collections, or financial planning preferred.
A five-year history is acceptable.
Strong communication and relationship-building skills (verbal and written).
Ability to empathize and support people who may be in distress.
Ability to work independently while meeting deadlines.
Strong attention to detail, with the ability to multitask and prioritize daily work.
CFC/AFCC designation to be obtained and maintained within twelve months of hire (company supported).
Experience in a call centre environment (preferably Financial Services, Mortgages, or Collections).

Nice To Haves

hands-on supervision in a credit counselling environment is an asset
Background in credit, collections, or financial planning preferred
Experience in a call centre environment (preferably Financial Services, Mortgages, or Collections)

Responsibilities

Coach, train, and mentor Credit Counsellors to deliver a consistent, high-quality client experience.
Support counselling interactions by phone, online, and in person as needed, modelling best practices and empathy.
Lead quality assurance for the counselling function—monitoring, feedback, and continuous improvement.
Oversee day-to-day call centre operations, including shift scheduling, performance monitoring, and providing coaching and support to team members.
Prepare and share reports on team performance, customer feedback, and operational challenges for leadership review.
Manage details, multiple priorities, and deadlines in a fast-paced call centre environment.
Step in to perform Credit Counselling duties when needed, including client counselling.
Support people-leadership activities, including hiring and onboarding, to build a strong counselling team.
Build a positive, accountable team culture—strengthening engagement and morale.
Partner effectively with other departments to resolve issues and improve client outcomes.
Contribute to special projects and other duties as assigned.