Supervisor, Emergency Assistance

We are seeking a dedicated and proactive Supervisor to lead a team of contact center associates in our fast-paced, 24/7 Emergency Assistance Department. In this critical role, you will be responsible for coaching, guiding, and developing associates to deliver exceptional customer service in line with our high operational standards. You will also ensure smooth coordination of work activities to meet operational requirements and performance goals, while identifying and recommending areas for improvement.

What you do

• Lead and mentor a team of contact center associates to ensure operational efficiency, client satisfaction, and associate performance.
• Conduct regular one-on-one meetings and team sessions to foster engagement, communication, and continuous improvement.
• Actively manage performance by identifying training needs, offering support post-training, and ensuring consistent coaching.
• Distribute assignments, coordinate workflow, and ensure timely completion of tasks to meet volume expectations.
• Recommend and implement operational enhancements to improve service delivery.
• Oversee key leadership responsibilities, including approving time worked, conducting performance reviews, and ensuring timely recruitment of new staff.
• Monitor calls to ensure compliance with department procedures and customer service standards.
• Manage high-priority or complex cases and provide hands-on support when necessary.
• Log in and assist with call handling as needed to support team capacity.

What you bring

• Post-secondary education and at least 2 years of experience in a contact center environment.
• A minimum of 1 year of leadership experience, with a proven track record of motivating and guiding teams to achieve goals.
• Strong problem-solving abilities, excellent interpersonal skills, and a professional phone etiquette.
• A customer-focused mindset with an unwavering commitment to delivering exceptional service.
• Demonstrated leadership skills, with experience coaching and providing constructive feedback to staff.
• Fluency in French is highly preferred.

If you are passionate about customer service, team development, and operational excellence, we invite you to apply and be a key part of our dynamic emergency assistance team!

What we offer

• Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
• We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.

Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.