Contact Centre Team Lead – Customer Success

Embark Student Corp.; Toronto; On-site; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Flexible hours & remote work

Health & wellness benefits

Career development funding

RESP matching

Team events & culture

Job summary

Embark Student Corp. Head Office in Toronto is seeking a Supervisor for the Contact Centre to lead and support the team, ensuring service levels and high customer experience.

The role involves coaching staff, monitoring calls and campaigns, and driving improvements in CSAT and efficiency. The position requires a business degree, 2-3 years in financial services customer service, 1-2 years in retention, strong communication and analytical skills, and proficiency with Microsoft Office 365.

Qualifications

• University/College degree in Business or related discipline.
• 2-3 years of experience in Financial services customer service/call center or back-office administration.
• 1-2 years of experience with Customer Retention programs.
• Superior customer service skills.
• Excellent communication skills (verbal and written).
• Strong analytical skills.
• Proficient with Microsoft Office 365.
• Excellent organizational and time management skills; ability to multitask in a fast-paced environment.
• Ability to utilize leadership skills to supervise and support a Contact Centre team.
• Ability to manage team workload and practices to optimize effectiveness and efficiency.

Responsibilities

• Adhere to Service Level Agreements and Quality Standards.
• Support processing of customer requests (email/paper/telephone).
• Coach and mentor the team; promote partner offers and asset-building initiatives.
• Manage reporting activities: campaigns, CSAT patterns, and asset-building initiatives.
• Evaluate calls, emails, and chats to ensure consistent messaging.
• Deliver cost-benefit analysis of outbound/inbound programs for cost efficiency.
• Stay updated on market conditions to build effective customer solutions.
• Act as SME on key processes and coordinate key deliverables for annual processes or changes.
• Investigate and resolve escalated customer inquiries and suggest alternatives.

Skills

Leadership

Customer service

Communication

Analytical skills

Time management

Multitasking

MS Office 365

Education

University or College degree in Business or related discipline

Tools

MS Office 365

Job description

Embark Student Corp. Head Office in Toronto is seeking a Supervisor for the Contact Centre to lead and support the team, ensuring service levels and high customer experience.

The role involves coaching staff, monitoring calls and campaigns, and driving improvements in CSAT and efficiency. The position requires a business degree, 2-3 years in financial services customer service, 1-2 years in retention, strong communication and analytical skills, and proficiency with Microsoft Office 365.