Call Centre Supervisor (Toronto)

Call Centre Supervisor 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. 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 excellent 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 - 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 - 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). #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2od64c