Type d'emploi
8:30 AM - 4:30 PM with a half hour or one hour lunch or 8:30 AM - 6:30 PM and occasional weekends, Monday to Friday
Comment Postuler/How to Apply
Le site d'internet d'entreprise/Company Website
Annoncé jusqu'au/Advertised until


Location Kingston, OntarioAdditional Locations: OntarioRequisition Number R-87058

Is promoting exceptional customer service throughout your department on the top of your to do list? Do you excel in running a team efficiently while increasing customer satisfaction, and retention? If so, our Supervisor of Canada Operations may be just what you need to take your career to the next level.

As a Supervisor of Canada Operations, you will be responsiblefor planning, organizing, leading and coordinating the day-to-day activities of associates involved in providing services in the area of Customer Operations.

Key responsibilities:

  • Participates in the development of short- and long- term goals and plans for his or her work group.
  • Provides coaching and direction to the associates while creating an environment which encourages customer sensitivity, teamwork, commitment, increased productivity, and superior quality.
  • Develops, plans and implements succession plans that allow for career growth and development of associates.
  • Communicates approved policies and procedures to subordinates and ensures compliance.
  • Recommends change to policies and procedures as necessary and participates in the development and implementation of such changes.
  • Effectively communicates with the Manager so she/he is informed of all necessary information regarding the associates, customers, and clients.
  • Coordinates the workflow of the unit and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis.
  • Works with the Workload Management team to understand workload trends.
  • Collaborates with other Policy Administration supervisors to develop weekly workload strategies, spot trends and implement work plans.
  • Performs periodic quality reviews to ensure that proper processing service procedures are being followed.
  • Provides feedback to staff in a timely manner and identifies and implements training solutions as needed to improve performance.
  • Hires, trains, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritative recommendations in such matters.
  • Establishes standards for effective job performance and evaluates associates according to such standards.
  • Communicates job performance standards.
  • Maintains records related to work group performance, attendance, payroll, and expenditures.
  • Prepares or assists in the preparation of related reports.
  • May conduct or participate in the analysis and resolution of operational issues.
  • Handles escalated calls and correspondence referred by Associates and resolves exceptions and problems. Receives and investigates all complaints concerning the assigned area of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply.

Basic Requirements:

  • Associates degree
  • 3 years of progressively more responsible experience in Customer Operations or 3-5 years of supervisory experience
  • Computer skills required, including Word, Excel and Lotus Notes / Outlook

Other requirements:

  • Excellent verbal and written communications skills
  • Strong customer service skills
  • Ability to work with frequent interruptions and under deadlines
  • An understanding of human resource policies and procedures
  • Basic workflow management tools
  • Well-developed interpersonal skills promoting team participation with assigned staff
  • Motivational methods to improve and develop assigned staff
  • Ability to engage co-workers and peers in cross-functional teams
  • Multi-task and perform to multiple goals/objectives

Preferred requirements:

  • Bilingual English and French
  • End of life planning experience preferred

Hours are 8:30 AM - 4:30 PM M-F with a half hour or one hour lunch or 8:30 AM - 6:30 PM M-F and occasional weekends

Restez à l'affût de toutes les nouvelles de l'ACFOMI !

Stay up to date with the latest ACFOMI news!

Inscrivez-vous à nos courriels aujourd'hui pour obtenir toutes les dernières informations sur ACFOMI et votre communauté francophone de Kingston et des Mille-Îles

Sign up for our emails today to get all the latest information on ACFOMI and your Francophone community of Kingston and the Thousand Islands 

Préfériez-vous recevoir vos nouvelles en :

Vous vous êtes abonné / you have subscribed