Call Center Supervisor

IAA Holdings, LLC (IAA), a leading provider of loss recovery services to the insurance industry in Canada, has an opening for a Call Center Supervisor at our facility in West Oshawa, ON

IAA is Canada's leading live and live-online salvage vehicle auction company with auction facilities across British Columbia, Alberta, Ontario, Quebec, and Atlantic Canada. IAA's national service offering allows sellers to standardize processes across the country and provides buyers with Canada's most extensive selection of salvage vehicles. IAA has nearly 7,000 talented employees and more than 200 facilities throughout the U.S., Canada, and the United Kingdom.

IAA Holdings, LLC (IAA), is looking for Call Center Supervisor to join the team at our Oshawa, Ontario location. The incumbent will be responsible for overseeing the day-to-day functions of the Towing & Storage team and work with management to ensure key SLAs are met.

Key Responsibilities:

• Assign daily tasks to their team members and create their work schedules
• Provide feedback on performance through quality assurance monitoring and provide monthly coaching or on a needed basis
• Coordinate with HR to acquire and train new employees and take disciplinary action when necessary
• Assist department management in the timely and efficient flow of all necessary documents in accordance with applicable codes
• Assist customers and regulatory personnel by resolving various documentation problems
• Maintain high levels of customer service
• Ensure KPI’s are met
• Running reports for clients
• Design more efficient ways of processing work
• Facilitate employee teamwork to meet our customers’ needs
• Resolve team level employee issues
• Coordinate and administer general business office activities
• Supervise office services such as mail and messenger, duplicating, central filing, word processing, fax equipment, telephone, stationery supplies, order processing, and security

Competencies:

• Strong customer service and organizational skills required
• Strong leadership skills
• Strong computer skills
• Time management skills
• Positive attitude
• Ability to work independently
• Clear communication skills
• of experience in .NET Core, PAAS and Micro Services

Preferred Skills:

• A minimum 2 - 4 years’ experience in a document processing function with increasing supervisory experience
• High school diploma or equivalent training required, with some college education preferred
• Previous experience in insurance total loss is considered an asset
• Previous experience in a Call Center experience is considered an asset
• Experience with Five9 Phone system Desired
• Auto titling and auto industry experience
• Exposure to managing salvage titling and vehicle

What do we have to offer?

• Competitive Wages
• Health and Dental Benefits
• RRSP Company Matching
• An Opportunity for Career Growth
• A Team Oriented and Engaging Environment

In return for your excellent skills and abilities, we offer a benefits package including: health insurance, RRSP Employer Matching Contributions, STD/LTD, Life Insurance/AD&D, Employee Stock Purchasing Options.
IAA Holdings, LLC (IAA), is an equal opportunity employer. IAA is a drug-free workplace.

***Please note that any employment offers are contingent upon successful completion and passing of a background check.