Customer Engagement Centre Supervisor (6-12 Month Term)

Winnipeg, MB

• Competitive salary and comprehensive benefits package.
• Defined-benefit pension plan for long-term financial security.
• Nine-day work cycle, typically resulting in every other Monday off to support a balanced approach to work, family life and community.

• Coach and develop team members through structured feedback loops, targeted training plans, and performance analytics to foster a high-performing, engaged, and growth-oriented work environment. The Supervisor is accountable for consistently executing these activities to foster a high-performance culture, strengthen team connections, and drive continuous improvement in service delivery. 
• Leverage quality assurance data (e.g., call recordings, email audits, sentiment analysis) to identify service trends, reinforce best practices, and deliver actionable feedback that improves customer interactions. 
• Lead and optimize engagement centre operations by applying data analytics, workforce planning tools, and performance metrics to drive service excellence and operational efficiency. 
• Ensure alignment with operational procedures and enterprise policies by guiding specialists through complex account and service decisions. Leverage decision trees, case audits, and established workflows to promote consistency between specialists, and customers, reinforce compliance, and uphold service excellence standards across all interactions 
• Leverage performance data and behavioral insights to prepare comprehensive appraisals, conduct structured job applicant interviews.
• Champion continuous improvement by evaluating workflows, systems, and customer journey data to identify and implement process enhancements that improve outcomes and elevate the customer experience. Support change management initiatives by applying structured methodologies and best practices to ensure changes are strategically aligned, effectively communicated, and sustainably adopted across the department. 
• Collaborate cross-functionally with internal stakeholders to resolve escalated issues, using root cause analysis and escalation data to inform resolution strategies and prevent recurrence. 
• Represent the engagement centre on cross-departmental committees and project teams, contributing insights on service delivery, operational analytics, and employee engagement. 
• Support enterprise strategy by analyzing performance trends, and aligning engagement centre goals with broader organizational objectives.

• Minimum Grade 12 with completion of a Certificate Program and four years of directly related experience including a minimum of one year directly related experience in a supervisory capacity. 
• Demonstrated leadership experience in a supervisory capacity, with a strong ability to conduct progressive attendance and performance management conversations. Skilled in applying sound organizational strategies and analytical thinking to drive team effectiveness, ensure accountability, and support operational excellence within a dynamic contact centre environment. 
• Demonstrated ability to develop and maintain effective relationships with internal and external customers and stakeholders. 
• Demonstrated ability to multi-task, adapt to ongoing change and work in a fast-paced environment. 
• Previous experience in centre environments and knowledge of inter-related departments contact centre support teams (Workforce Management, Training, Quality Assurance, Continuous Improvement Teams).
• Demonstrated knowledge of customer information and billing systems. 
• Working knowledge of contact centre performance tools as call handling technologies. 
• Proficient in the operation of a personal computer and the necessary computer software to adequately support the function of the job (Word, Excel, Outlook, and PowerPoint, etc.). 
• Possess a valid Class 5 Driver's Licence.  
• Ability to utilize AI-powered tools and analytics to enhance decision-making, streamline coaching activities, and improve service delivery a benefit.