Manulife Bank, Contact Centre Supervisor

Manulife John Hancock; Montreal; Híbrido; CAD 60.000 - 100.000; Jornada completa

Descripción de la vacante

Manulife Bank in Montreal seeks a dynamic leader to coordinate daily contact centre operations. You will mentor teams, align performance, and drive service improvements across locations with a collaborative approach.

In this hybrid role, you will analyze metrics, participate in hiring, and support client inquiries in both French and English to serve diverse jurisdictions.

Formación

• 3+ years in leadership roles, preferably in a fast-paced contact center.
• Strong analytical, problem-solving, and MS Office proficiency.
• Fully bilingual in French and English to support clients outside Quebec.

Responsabilidades

• Coordinate with peers across locations to lead the daily operations of Manulife Bank's contact centre team.
• Conduct mentor sessions using call listening, shadowing, and one-on-one meetings to drive KPIs.
• Hold regular team meetings to address service concerns, educate staff, and promote teamwork.
• Support employee engagement, assist in metric reports, and recommend service recovery measures.
• Research and respond to inquiries, support team members, and participate in hiring.

Conocimientos

Leadership experience

Analytical thinking

Bilingual FR/EN

Herramientas

Excel

PowerPoint

Word

Business systems

Descripción del empleo

Position Responsibilities

• Coordinate with peers across all locations to optimally lead the daily operations of Manulife Bank's contact centre team.
• Conduct regular mentor sessions using tools like call listening, call shadowing, and one-on-one meetings to drive business outcomes (KPIs).
• Hold regular team meetings to address service concerns, educate staff on initiatives, clarify performance expectations, and promote a team-based approach.
• Support employee engagement activities, assist in crafting and analyzing metric reports, provide feedback on audits, and recommend service recovery measures.
• Research and respond to raised inquiries, support team members, maintain a network of peers for effective collaboration, and actively participate in the hiring process.

Required Qualifications

• 3 years + of leadership experience, preferably in a dynamic and fast-paced contact center environment.
• Proficiency in Microsoft Office products (Excel, PowerPoint, Word), strong analytical and problem-solving skills, and expertise in using business system applications.
• Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Preferred Qualifications

• Strong interpersonal abilities with excellent verbal and written communication skills.
• In-depth understanding of Manulife Bank's products, internal business processes, and workflows; ability to make informed and timely decisions.
• Proven ability to advise, influence, and take initiative; lead staff and customer relationships in a fast-paced environment; excellent organizational and multi-tasking skills; prioritize work to meet service levels and KPIs.

When you join our team

• We'll empower you to learn and grow the career you want.
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

Referenced Salary Location

CAN, Quebec, Montreal, 900 Boulevard de Maisonneuve Ouest

Working Arrangement

Hybrid

Salary range is expected to be between $59,700.00 CAD - $99,500.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

If you are applying for this role outside of the primary loca