Call Center and Operations Supervisor
Top Benefits
About the role
The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through contract administration, customer service, default management and post charge-off recoveries.
We are a company of innovators. We learn from each other, respect each other, and create together. When it comes to our customers, partners, and each other, we are always motivated by doing the right thing. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.
We are currently looking for an experienced individual with exceptional multi-tasking and interpersonal skills to join our team on a temporary basis for the duration of the project.
What your day and week could look like
Reporting to the Program Manager, the Supervisor will oversee day-to-day operations, performance management and coaching for their team consisting of approximately 20 analysts. Additionally, the Supervisor will monitor staffing levels, call and case volumes, handle escalated calls, provide support for their team, offer coaching and guidance including absence management, facilitate and participate in meetings, analyze performance data and contribute to training initiatives.
This includes:
- Prepare, analyze and monitor call and case performance reports, identifying potential SLA risks, trends and areas of improvement.
- Monitor workflows, identify bottlenecks and implement solutions to improve productivity, quality and AML case remediation.
- Monitor calls and cases, provide feedback, coaching and direction to improve analyst performance towards client interaction and AML case remediation.
- Set performance goals, track key performance indicators (KPIs), conduct performance reviews and provide regular feedback to analysts.
- Assist in the hiring process, conduct training for new employees and ensure they are equipped with the necessary skills and knowledge.
- Identify and resolve issues that arise including technical difficulties, process inefficiencies and client complaints received via phone or written communication.
- Manage analyst schedules to ensure adequate staffing, review, and approve time-off requests and timecard submissions via ADP.
- Effective and timely communication with analysts, management, and other stakeholders.
- Lead team huddles, drive engagement and create a positive and productive work environment, fostering teamwork and motivating analysts to achieve and exceed their goals.
- Ensure adherence to company policies and procedures including those related to privacy, security, health & safety, and client interaction.
What you bring
- Strong leadership skills and experience including the ability to effectively coach, motivate, delegate, and resolve conflicts between analysts or with clients.
- Strong verbal and written communication skills with the ability to actively listen, be clear, concise and provide empathy.
- Strong problem solving, organizational and time management and prioritization skills.
- Aptitude and flexibility to thrive in a dynamic, changing business environment.
- Knowledge of Five 9, Salesforce software is nice to have.
- Knowledge in MS Office products including Excel, Word, Outlook & Teams.
- Strong de-escalation skills with an ability to find common ground with a resolution.
This role is a hybrid work structure, with 50% of your time spent in office and 50% working from home. This could change based on the needs of the business.
To be considered for employment you will need to successfully pass a criminal background check and validate your work experience.
Next Steps
Adding to our team is one of the important steps that happens in our business. We’ve taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting. Help us understand how you would be a great addition to our team.
Diversity and Inclusion
The CanCap Group and our subsidiaries are equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.
Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.
About CanCap Group Inc.
We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries. We are a company of innovators: we learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
Nous gérons tout un cycle de vie de la créance financière, de l'adjudication de crédit à l'administration des contrats, au service à la clientèle, à la gestion des défauts et aux recouvrements après imputation. Nous sommes une entreprise d'innovateurs: nous apprenons mutuellement, nous nous respectons et créons ensemble. Nous nous efforçons d'inspirer nos clients en les écoutant, en répondant à leurs besoins et en les gardant agréablement surpris. Et nous le faisons toujours avec intégrité.
Call Center and Operations Supervisor
Top Benefits
About the role
The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through contract administration, customer service, default management and post charge-off recoveries.
We are a company of innovators. We learn from each other, respect each other, and create together. When it comes to our customers, partners, and each other, we are always motivated by doing the right thing. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.
We are currently looking for an experienced individual with exceptional multi-tasking and interpersonal skills to join our team on a temporary basis for the duration of the project.
What your day and week could look like
Reporting to the Program Manager, the Supervisor will oversee day-to-day operations, performance management and coaching for their team consisting of approximately 20 analysts. Additionally, the Supervisor will monitor staffing levels, call and case volumes, handle escalated calls, provide support for their team, offer coaching and guidance including absence management, facilitate and participate in meetings, analyze performance data and contribute to training initiatives.
This includes:
- Prepare, analyze and monitor call and case performance reports, identifying potential SLA risks, trends and areas of improvement.
- Monitor workflows, identify bottlenecks and implement solutions to improve productivity, quality and AML case remediation.
- Monitor calls and cases, provide feedback, coaching and direction to improve analyst performance towards client interaction and AML case remediation.
- Set performance goals, track key performance indicators (KPIs), conduct performance reviews and provide regular feedback to analysts.
- Assist in the hiring process, conduct training for new employees and ensure they are equipped with the necessary skills and knowledge.
- Identify and resolve issues that arise including technical difficulties, process inefficiencies and client complaints received via phone or written communication.
- Manage analyst schedules to ensure adequate staffing, review, and approve time-off requests and timecard submissions via ADP.
- Effective and timely communication with analysts, management, and other stakeholders.
- Lead team huddles, drive engagement and create a positive and productive work environment, fostering teamwork and motivating analysts to achieve and exceed their goals.
- Ensure adherence to company policies and procedures including those related to privacy, security, health & safety, and client interaction.
What you bring
- Strong leadership skills and experience including the ability to effectively coach, motivate, delegate, and resolve conflicts between analysts or with clients.
- Strong verbal and written communication skills with the ability to actively listen, be clear, concise and provide empathy.
- Strong problem solving, organizational and time management and prioritization skills.
- Aptitude and flexibility to thrive in a dynamic, changing business environment.
- Knowledge of Five 9, Salesforce software is nice to have.
- Knowledge in MS Office products including Excel, Word, Outlook & Teams.
- Strong de-escalation skills with an ability to find common ground with a resolution.
This role is a hybrid work structure, with 50% of your time spent in office and 50% working from home. This could change based on the needs of the business.
To be considered for employment you will need to successfully pass a criminal background check and validate your work experience.
Next Steps
Adding to our team is one of the important steps that happens in our business. We’ve taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting. Help us understand how you would be a great addition to our team.
Diversity and Inclusion
The CanCap Group and our subsidiaries are equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.
Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.
About CanCap Group Inc.
We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries. We are a company of innovators: we learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
Nous gérons tout un cycle de vie de la créance financière, de l'adjudication de crédit à l'administration des contrats, au service à la clientèle, à la gestion des défauts et aux recouvrements après imputation. Nous sommes une entreprise d'innovateurs: nous apprenons mutuellement, nous nous respectons et créons ensemble. Nous nous efforçons d'inspirer nos clients en les écoutant, en répondant à leurs besoins et en les gardant agréablement surpris. Et nous le faisons toujours avec intégrité.