Supervisor, Client Care Centre

Equitable•Waterloo, ON

2d•Hybrid

About The Position

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other. The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes. Equitable is growing, and we’re looking for a Client Care Centre Supervisor to join our team. In this role, you will lead a high-performing team in a fast-paced contact centre environment, ensuring exceptional service delivery across multiple channels. You will play a key role in driving operational efficiency, developing your team, and enhancing the overall client experience. Join one of the region’s top employers and be part of something that truly makes a difference

Requirements

Post-secondary education or equivalent experience
Proven leadership experience in a contact/call centre environment
Knowledge of workforce planning, capacity management, and contact centre operations
Strong leadership, coaching, and people management skills
Excellent communication, analytical, and problem-solving abilities
Strong listening, negotiation, and influencing skills
Experience with performance metrics, reporting, and process improvement
Understanding of budget management and cost control
Strong organizational skills with the ability to manage competing priorities in a fast-paced environment
Strong attention to detail with a focus on accuracy and quality
Ability to build strong relationships and foster teamwork and collaboration
Proficiency in Excel, Word, and contact centre technologies

Responsibilities

Lead, coach, and support a team to deliver a superior client experience
Manage day-to-day Client Care Centre operations, ensuring service standards and performance targets are met
Monitor contact volumes and allocate resources effectively in partnership with Workforce Analysts
Track and analyze performance metrics (quality, productivity, service levels) and implement improvements
Handle escalated client issues and resolve complex administrative concerns
Build and maintain strong relationships with internal and external stakeholders to address service needs
Conduct performance reviews, provide coaching, and support employee development and engagement
Recruit, interview, and recommend candidates in collaboration with HR
Identify and implement process improvements to increase efficiency and reduce costs
Conduct quality audits and identify training gaps
Oversee reporting of daily, weekly, and monthly performance metrics
Contribute to projects, system improvements, and product initiatives
Support budget monitoring and provide regular commentary
Oversee training programs and support cross-training to enhance team capability and flexibility
Identify and mitigate operational risks by ensuring processes and controls are effective
Collaborate with internal teams to improve reporting, systems, and contact centre technology
Promote employee engagement and retention through development and recognition initiatives