Supervisor, Contact Centre

Job not on LinkedIn

🕒 September 9

🇨🇦 Canada – Remote

💵 CA$50k - CA$55k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Embark Student Corp.

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

💸 Finance

👥 B2C

Education • Finance • B2C

Embark Student Corp. is a company dedicated to helping families plan and save for their children's post-secondary education. It offers a range of Registered Education Savings Plan (RESP) products and tools, including the Embark Student Plan, which provides tools to track, manage, and grow educational savings. The company also offers additional resources such as a career and school matcher, RESP calculator, and education planning insights to facilitate the educational journey of students. Embark aims to make the path to higher education easier with a variety of financial literacy resources and digital tools. Their offerings include special promotions, such as sign-up bonuses and referral incentives, to encourage education savings.

📋 Description

• Adhere to Embark’s Service Level Agreements, Standard Operating Procedures, and Quality Standards • Support the division by processing customer requests via email, paper, and telephone • Coach and mentor team members and evaluate and improve individual and team skills • Promote partner offers and asset-building initiatives • Manage reporting activities, including customer outreach campaigns and CSAT patterns influencing customer experience • Evaluate Contact Centre calls, emails, and chats for consistent messaging • Analyze and deliver cost-benefit analyses of outbound and inbound programs • Maintain current knowledge of company market conditions and develop effective customer solutions • Serve as a subject matter expert on key processes • Coordinate deliverables for annual business processes, new business initiatives, and process changes • Investigate and resolve escalated customer inquiries and recommend alternative solutions • Report to the Manager, Customer Success Centre

🎯 Requirements

• 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, including clear and effective phone and written communication • Strong analytical skills • Proficiency with Microsoft Office 365 • Excellent organizational and time management skills • Ability to multitask in a fast-paced environment • Leadership skills to supervise and support a Contact Centre team • Ability to manage team workload and practices to optimize effectiveness and efficiency

🏖️ Benefits

• Flexible hours • Remote Work Arrangement allowing work from anywhere in the world for part of the year • Fitness reimbursements • Paramedical coverage • Health spending account • Embark Wellness Days • Wellness-focused afternoons • Extended mental health support • Funding for courses, certifications, and conferences • Job rotations and secondments • Ongoing coaching • Personalized development planning • RRSP matching • RESP matching • Themed parties • Surprise treat days • Team socials