Contact Centre Supervisor

We are seeking an experienced Contact Centre Supervisor to lead a service team in a fast-paced, multi-channel support environment. This role is responsible for day-to-day team leadership, service quality, and operational coordination to ensure customer needs are met efficiently and professionally. You will coach and support a group of agents, monitor workload and service levels, and work closely with workforce planning partners to align staffing with demand. A key part of the role is reviewing performance data, identifying trends, and putting improvements in place to strengthen productivity, quality, and customer experience. You will also handle escalated issues, support resolution of more complex service or administrative matters, and maintain strong working relationships with internal partners and external contacts. The successful candidate will participate in hiring, performance reviews, training, and ongoing development activities to build team capability and engagement. You will contribute to process improvements, quality reviews, reporting, and operational controls, while helping manage budgets and identify opportunities to improve efficiency. In addition, you may support system enhancements, cross-training, and other projects that improve service delivery. Applicants should bring leadership experience in a contact centre setting, along with strong communication, coaching, analytical, and problem-solving skills. Experience with performance metrics, resource planning, and continuous improvement is an asset.