GardaWorld : Edmonton - Customer Service Supervisor

Business Unit: GardaWorld Company
Career Area: Customer Experience
Location: Edmonton

Salary : 60k-65k

Join ECAM Technologies, a GardaWorld company.

GardaWorld, a leader in intelligent video monitoring and security technology solutions, is seeking a Customer Service Supervisor to join our Customer Experience team.

Reporting to the Senior Manager, Customer Experience, the Customer Service Supervisor is responsible for the day-to-day leadership, performance, and operational success of our Customer Service, Customer Loyalty, and Collections teams across Canada. Working closely with Team Leaders, you will drive operational excellence, employee engagement, customer satisfaction, and continuous improvement while ensuring departmental objectives align with the organization's strategic goals.

If you are a passionate leader who thrives in a fast-paced environment and is committed to developing people while delivering exceptional customer experiences, we'd love to hear from you.

What's in it for you?

• Competitive salary and comprehensive benefits package.
• Opportunities for career growth and professional development.
• Ongoing leadership coaching and training.
• Work with an industry leader in security and technology solutions.
• Collaborative and supportive team environment.
• Opportunity to lead high-performing national teams.
• Employee recognition programs.
• Be part of a company committed to integrity, trust, vigilance, and respect.

Customer Service Supervisor Responsibilities

• Provide leadership, coaching, and support to Team Leaders overseeing Customer Service, Customer Loyalty, and Collections.
• Foster a positive, accountable, and high-performing team culture.
• Conduct regular one-on-one meetings with Team Leaders to review performance, address challenges, and support professional development.
• Recruit, onboard, coach, and develop Team Leaders and team members.
• Manage employee performance through coaching, recognition, performance improvement plans, and disciplinary action when required.
• Ensure appropriate staffing levels to meet operational and customer service demands.
• Oversee the daily operations of Customer Service, Customer Loyalty, and Collections teams.
• Ensure compliance with company policies, departmental procedures, quality standards, applicable regulations, and ethical collection practices.
• Analyze operational, customer experience, and collections trends to identify opportunities for process improvement and increased efficiency.
• Promote a customer-first culture by delivering consistent service standards and exceptional customer experiences.
• Support the resolution of complex customer escalations and complaints.
• Monitor customer retention and cancellation trends while implementing strategies to improve customer loyalty and reduce attrition.
• Coach Team Leaders on effective negotiation techniques, objection handling, and value-based customer conversations.
• Partner with senior leadership to implement retention initiatives, promotional programs, and continuous improvement projects.
• Oversee collections activities to maximize account recoveries while maintaining positive customer relationships.
• Monitor delinquency trends and implement strategies to improve collection performance and reduce outstanding receivables.

Customer Service Supervisor Qualifications

• Previous leadership experience within a Customer Service, Contact Centre, Customer Experience, or Collections environment.
• Proven ability to lead, coach, mentor, and develop high-performing teams.
• Strong communication, interpersonal, and conflict resolution skills.
• Excellent analytical, organizational, and problem-solving abilities.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Customer-focused with strong decision-making skills.
• Proficiency with CRM systems, contact centre technologies, Microsoft Office, and reporting tools.
• Experience interpreting operational metrics and using data to drive performance improvements.
• Bilingualism (English/French) is considered an asset.
• Ability to lead by example while demonstrating GardaWorld's core values of Integrity, Trust, Vigilance, and Respect.

Apply now and grow your career in a role where your ability to drive new business and deliver impactful security solutions will directly contribute to organizational success!
This posting is for a position that is currently vacant within one of our client organizations.

Accommodation is available upon request to support your participation during all stages of the recruitment process.
GardaWorld is a Canadian leader in staffing, offering diverse opportunities for professional growth, flexible schedules, and career advancement. Embracing diversity, all are welcome to apply.

Please note that AI tools may be used to support the screening, assessment, or selection of applicants for this position.

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