Call Center Supervisor

Overview

Office located in Pickering, Toronto

This is an in-office position with a varying schedule.

New Leaf Debt Solutions has helped thousands of Canadians find relief from credit card debt. A debt management program isn’t for everyone, but when it’s used in the right situation, it helps you get out of debt faster with less money wasted on accrued monthly interest charges.

The Call Center Supervisor will be responsible for the training and supervision of all Credit Counsellors and the Quality Assurance of the counselling function. The Call Center Supervisor should have the ability to work on special projects as they arise in addition to the regular duties performed. The Call Center Supervisor will provide guidance and mentoring to the Credit Counsellors.

• Client service minded person who enjoys coaching and training Credit Counsellors,
• Must be able to counsel customers on financial issues on the phone, via the internet, and face to face,
• Ability to work independently on special projects,
• Ability to manage details and multiple tasks, and meet required deadlines
• Must be able to perform various Credit Counselling duties as needed, including counseling clients,
• Able to assist with Credit Counselling team management duties and responsibilities, including hiring,
• Ability to develop and modify a team attitude and approach and increase morale,
• Must be able to communicate effectively with other departments and personnel,
• Any other tasks as assigned to them.

• Bachelor’s degree required,
• Passed certified credit counseling exam, or ability to pass exam within 36 months of employment,
• Management experience; hands on supervision in a credit counselling environment an asset,
• Previous experience in credit and/or collections, financial planning preferred,
• Strong people skills and be able to communicate effectively both orally and in written form,
• Ability to empathize with people in distress,
• Ability to work independently while meeting deadlines,
• Attention to detail and be able to multi-task and prioritize work on a daily basis.
• Credit counselor certification with an AFCC designation to be obtained and maintained within three years of hire.
• Experience working in a call center environment. Preferably within Financial Services, Mortgages or Collections.