Call Centre Supervisor

Job summary

The Call Centre Supervisor will lead, coach, and mentor a team of Credit Counsellors to ensure high-quality client experiences and operational excellence. Responsibilities include managing daily call centre operations, performing quality assurance, and contributing to special projects to improve service delivery.

Job details

[https://assets.jazz.co/customers/customer_20181114185847_SZ55EXVIOVOKIYPZ/layout/20260504190621-image-20260504150621-1.jpeg][https://assets.jazz.co/customers/customer_20181114185847_SZ55EXVIOVOKIYPZ/layout/20260504190621-image-20260504150621-2.png] In-office role | Schedule varies | Includes two Saturdays per month — If you thrive on leading with empathy, coaching high-performing teams, and helping Canadians move forward financially, you’ll feel right at home here. Why Consolidated Credit Counselling Services of Canada? We’ve helped over half a million Canadians find relief from credit card debt through practical, judgment-free guidance. Our work changes lives—and we take just as much pride in how we treat our people as we do in the results we deliver for clients. Now Hiring: Call Centre Supervisor As our Call Centre Supervisor, you’ll lead the day-to-day coaching, training, and quality assurance that help our Credit Counsellors deliver an outstanding client experience. You’ll mentor a team doing meaningful work, collaborate across departments, and contribute to special projects that improve how we serve Canadians. What you’ll love about working here * A great corporate citizen: Be part of an organization focused on helping Canadians build a healthier financial future. * A team that shows up for each other: We invest in connection through team-building activities and events that strengthen collaboration and culture. * Personal development that matters: Grow your leadership skills through coaching, mentoring, and opportunities to take on special projects and stretch assignments—supported by industry-leading technology and analytics that help you learn, measure progress, and improve. * A performance-oriented, respected team: Join a high-accountability culture where great work is recognized, goals are clear, and results—for clients and for each other—matter. * Meaningful, people-first work: Lead with empathy and help a team support clients who may be navigating stress and uncertainty. * Competitive benefits & vacation: We offer a competitive benefits and vacation package to support your wellbeing and time off. What you’ll do (key responsibilities) * Coach, train, and mentor Credit Counsellors to deliver a consistent, high-quality client experience. * Support counselling interactions by phone, online, and in person as needed, modelling best practices and empathy. * Lead quality assurance for the counselling function—monitoring, feedback, and continuous improvement. * Oversee day-to-day call centre operations, including shift scheduling, performance monitoring, and providing coaching and support to team members. * Prepare and share reports on team performance, customer feedback, and operational challenges for leadership review. * Manage details, multiple priorities, and deadlines in a fast-paced call centre environment. * Step in to perform Credit Counselling duties when needed, including client counselling. * Support people-leadership activities, including hiring and onboarding, to build a strong counselling team. * Build a positive, accountable team culture—strengthening engagement and morale. * Partner effectively with other departments to resolve issues and improve client outcomes. * Contribute to special projects and other duties as assigned. What you bring (minimum requirements) * Bachelor’s degree. * Certified credit counselling exam completed, or ability to pass within 12 months of employment. * People-leadership/management experience; hands-on supervision in a credit counselling environment is an asset. * Background in credit, collections, or financial planning preferred. * A five-year history is acceptable. * Strong communication and relationship-building skills (verbal and written). * Ability to empathize and support people who may be in distress. * Ability to work independently while meeting deadlines. * Strong attention to detail, with the ability to multitask and prioritize daily work. * CFC/AFCC designation to be obtained and maintained within twelve months of hire (company supported). * Experience in a call centre environment (preferably Financial Services, Mortgages, or Collections). Keywords: Call Centre Supervisor, Sales, Financial Services, Sales, Mortgages, Collections, Inside Sales, Coaching, Quality Assurance, Sales, collections, Debt collections, sales, Collections, Branch Management By submitting your interest in this position, you provide your written express consent and agree that VentureTech Solutions may contact you regarding employment opportunities using autodialing, text, and pre-recorded messaging for convenience via telephone or mobile device (including SMS and MMS—charges may apply depending on your carrier, not by us; messaging frequency varies; text STOP to cancel), even if your telephone number is currently listed on any internal, corporate, state, or federal Do-Not-Call list. VentureTech Solutions, LLC provides recruitment services for Consolidated Credit Solutions of Canada. #LI-DNI

What you’ll do

The Call Centre Supervisor will lead, coach, and mentor a team of Credit Counsellors to ensure high-quality client experiences and operational excellence. Responsibilities include managing daily call centre operations, performing quality assurance, and contributing to special projects to improve service delivery.

Requirements

Candidates must hold a bachelor's degree and possess experience in people leadership or management within a call centre or financial environment. The role requires the ability to obtain and maintain a professional credit counselling designation within 12 months of employment.

Benefits

• Competitive benefits package • Vacation package

Listed skills

• Collections · Preferred
• Training · Preferred
• Quality assurance · Preferred
• Communication · Preferred
• Reporting · Preferred
• Financial planning · Preferred
• Multitasking · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Performance Monitoring · Preferred
• Relationship Building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Call centre management
• Coaching
• Training
• Quality assurance
• Mentoring
• Credit counselling
• Performance monitoring
• Reporting
• Team leadership
• Communication
• Relationship building
• Empathy
• Multitasking
• Financial planning
• Collections
• Inside Sales
• Accountability
• Ability To Meet Deadlines
• Management
• Customer Service
• Mortgage Loans
• Continuous Improvement Process
• Sales
• Financial Services
• Financial Planning
• Leadership
• Mentorship
• Employee Onboarding
• Operations
• Quality Assurance
• Relationship Building
• Shift Scheduling
• Team Building
• Team Performance Management
• Detail Oriented

Job areas

• Customer Service & Support
• Management & Leadership
• Finance & Accounting
• Sales
• Call Center Supervisor
• Call Center Manager
• Office Supervisors
• First-Line Supervisors of Office and Administrative Support Workers