Supervisor, Client Care Centre

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 Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.  What you’ll do: 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  What you’ll bring: 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 What’s in it for you: Career Growth: Regular learning sessions and development opportunities  Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching  Time Away: Competitive vacation plus one paid volunteer day each year Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach   At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [email protected], we’re happy to help. Your base pay will be based on your skills, qualifications, experience, and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits. If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. Reports To: Manager, Client Care CentreDepartment: Individual Insurance Term: Permanent Full-Time