Supervisor Employer Support

Government of Northwest Territories; Yellowknife; On-site; CAD 80,000 - 95,000; Full time

Job summary

A public service organization in Yellowknife is seeking a Supervisor Employer Support. This role involves overseeing operations and leading a team to provide exceptional support services to employers in Northwest Territories and Nunavut. Ideal candidates will have supervisory experience and strong communication skills. The position offers a Northern Living Allowance and a comprehensive benefits package.

Benefits

Northern Living Allowance of $3,700 (NT) or $22,996 (NU)

Relocation assistance

Subsidized housing for staff in Iqaluit

Comprehensive benefits package

Learning and development programs

Generous leave entitlements

Qualifications

• 3 years of related work experience in a call center or customer service field, including 2 years of supervisory experience.
• Knowledge of payroll systems and financial principles.
• Proficient in computer applications, software, and databases.

Responsibilities

• Oversee daily operations of the Employer Support Unit.
• Monitor workload distribution and adherence to service standards.
• Conduct quality assurance reviews to identify training needs.
• Provide coaching and mentoring to staff.
• Establish performance standards for service delivery.
• Guide on complex issues and coordinate solutions.

Skills

Oral and written communication skills

Analytical skills

Problem solving

Customer service skills

Supervisory skills

Leadership skills

Education

Business Administration Certificate or equivalent

Tools

Computer applications

Job description

Department: Workers' Safety and Compensation Commission

This Job Opening is limited to employees with the GNWT/WSCC in indeterminate and term positions.

If this sounds like a good fit for you, please email your resume quoting the competition number (25-35 NT) to [e-mail]

Job Information

Job Title:Supervisor Employer Support

Competition Number:25-35 NT

Closing Date: November 27th, 2025 @ 11:59 PM MST

The Employer Support Supervisor oversees the daily operations of the Employer Support unit's frontline service team, which provides first-level support to employers across both Northwest Territories and Nunavut. The position is responsible for coordinating service delivery, ensuring consistent application of policies and procedures, and fostering a high standard of customer service and operational efficiency.

The Supervisor plays a key role in guiding staff who respond to Tier 1 inquiries, ensuring accurate information is provided, and that complex issues are appropriately escalated. This position also contributes to process improvement, training, and quality assurance to support a seamless employer experience through WSCC's online platforms and account management systems.

Here are a few ways you will make a difference:

• Overseeing the day-to-day operations of the Employer Support Unit, ensuring timely, accurate, and professional responses to employer inquiries.
• Monitoring workload distribution, workflow, and file management to ensure timely execution of functions and adherence to established service standards.
• Conducting regular quality assurance reviews to identify strengths, skill gaps, and training needs.
• Provide coaching, mentoring, and constructive feedback in alignment with the organization's performance development program.
• Establishing and maintain quality assurance mechanisms and performance standards to evaluate the consistency and effectiveness of frontline service delivery.
• Conducting regular audits of Tier 1 queries to confirm appropriate triage, first contact resolution, and compliance with policy and process standards.
• Overseeing and provide guidance on complex or WSCC Connect issues, coordinating with technical teams to develop solutions.

What you bring to the role:

• A Business Administration Certificate or equivalent combined with three (3) years of related work experience in an inbound/outbound call center environment and/or customer service-related field of which are 2 years of supervisory experience.
• Knowledge with payroll systems and financial principles.
• Oral and written communication skills to ensure effective communications with Employers, Stakeholders and Staff.
• Analytical, problem solving, and customer service skills.
• Computer skills with a proficiency in computer applications, software and databases.
• Supervisory skills to supervise a unit with multiple priorities and deadlines.
• Leadership skills with ability to mentor, train and develop new staff.

What we offer:

• The opportunity to positively impact the quality of life for workers across the NWT and Nunavut.
• A Northern Living Allowance of $3,700 (NT) or $22,996 (NU).
• Relocation assistance.
• For staff in Iqaluit - subsidized housing may be provided.
• A superior benefits package and enrollment in the Public Service Pension Plan.
• Learning and development programs and funding dedicated to your career growth.
• Generous leave entitlements and a workplace culture that supports a healthy work-life balance.
• A culturally diverse workforce that embraces change and welcomes your life experience.
• Federal and territorial tax incentives such as the NWT or Nunavut personal tax credits and the Northern Residents Tax Deductions.

If this sounds like a good fit for you, please email your resume quoting the competition number above to [e-mail] .

Indigenous Employment Policy: Candidates must clearly state their eligibility in order to receive priority consideration under the Indigenous Employment Policy.

Equivalencies: Equivalencies may be considered based on a one-year of directly related experience equivalent to one year of education or one year of education for one year of experience. However, combinations of education and experience must often be considered on a case-by-case basis. For a full list of equivalencies that will be considered for this role, please contact human resources.

Diversity and Inclusion: The Workers' Safety and Compensation Commission is an inclusive workplace. If you have a disability and you require support during the hiring process, you are encouraged to identify your needs if you are contacted for an assignment or interview so that you may be accommodated during the hiring process.

Eligibility: Eligibility lists may be created from the competition to fill future term and indeterminate positions.

The Workers' Safety and Compensation Commission's (WSCC) vision is to eliminate workplace diseases and injuries. Our mission is to promote workplace health and safety while providing no fault insurance to employers and care for injured workers. Our values are respect, engagement, integrity, openness, cultural safety, excellence, and stewardship in the workplace.