5,087 Call Center Management jobs in Canada

Job Description

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking for a Supervisor Trading to join our Qtrade Direct Investing team.

Reporting to the Senior Manager, Client Solutions, the Supervisor Trading is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence. This includes conducting quality service and trade accuracy reviews, coaching and development of your team of IRs, identifying training & development opportunities, career growth opportunities as well as ensuring recognition and motivation of your team. We look for servant leaders, who understand being responsible for both your employee experience, and in turn, our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade to maintain, and improve, our reputation for great customer service.

Who you are:

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Cultivate a team of customer service experience Investment Representative superstars
• Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
• Fail fast and learn even faster
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
• Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
• Work with Trade Control to reach out to clients who encounter issues or who escalate
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base

Requirements

Your experience and skills:

• Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
• Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course & Derivatives Fundamentals Course (DFOL) is required
• Completion of Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required
• Registered as a Supervisor and Options Supervisor is highly desirable
• Completion of the Professional Development and Compliance Requirements of each IIROC education cycle
• 3+ years of high performing experience as an Investment Representative/frontline trade contact centre role
• Ideally 2 years of experience as a supervisor
• Strong Market knowledge including trading systems, order management, corporate actions
• Coaching and people management to know how to get the best out of your team
• Excellent Customer Service Skills and Contact Centre best practices
• Large focus and ability to use metrics to strengthen the voice of our clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso?

At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors .

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $3,000 - 95,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Job Description

Are you ready to make a change and become part of a growing dynamic organization backed by a highly engaged team? In this senior role you will focus on leveraging technology to empower our teams and drive business results. Distinct from a traditional IT or Product Management function, it is embedded directly within the operational department. You will be responsible for the strategic management, sustainment of the contact center platform and its integration with Salesforce. You bring your expertise and vision to enhance agent performance and customer experience.

• Vancouver-based and Toronto-based team members work in-office every other week (Tues–Thurs). Core attendance is required from 9 AM – 3 PM on these days to support business priorities.

? A DAY IN THE LIFE

• Technology Strategy & Vision: Develop and execute a long-term technology strategy for the contact center, ensuring that the platform and its integrations support the organization's goals for cost reduction, revenue growth, and team member retention.
• Platform Administration & Governance: Oversee the administration, configuration, and governance of the cloud-based contact center platform. Ensure the system is robust, scalable, and secure.
• Data and Analytics: demonstrable experience in building and leading a data-driven culture. Experience with business intelligence (BI) tools like Tableau and AWS. Experience in defining and measuring business metrics beyond standard call center KPIs (e.g., linking a reduction in Average Handle Time to customer satisfaction scores).
• CRM & System Integration: Lead the design and implementation of CRM solutions within Salesforce, ensuring layouts and interfaces are optimized for contact center workflows. Direct the integration efforts between the contact center platform and Salesforce to create a unified and efficient operational environment.
• AI & Automation Leadership: Champion the adoption of AI and automation tools to streamline processes, improve agent efficiency, and enhance the customer experience. Lead the identification and implementation of AI-driven solutions across all functional teams.
• Project & Vendor Management: Serve as the project lead for all contact center technology initiatives. Manage vendor relationships, contracts, and service-level agreements to ensure maximum value and minimal external dependency.
• Operational Alignment: Collaborate with leadership from Product, IT, WFM, Training, QA, and other departments with an emphasis on change management and negotiations to identify operational pain points and develop technology-based solutions.

? WHAT YOU BRING TO THE TABLE

• 8+ years of relevant experience in Client/Customer Experience and/or Strategy implementation & execution within a Contact Center environment
• Must be located in Toronto or Vancouver
• Post secondary education required with Project Management Professional (PMP) or Agile-related certifications an asset
• Travel required at 10%
• Strong hands on experience with Salesforce, CRM, AI-Driven solutions and Call Center tools, L&D, workflow tools, IVR, omnichannel platforms and cloud telephony
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum through strong communication and data driven metrics

• Salary Range: $122,000 to $153,000 (Actual salary offered will be commensurate with education, experience, and internal equity.)
• A Total Compensation Package designed to support your financial, personal, and professional well-being. This includes:
  • Performance Bonus
  • Participation in our Company Profit Sharing Program
  • Comprehensive Extended Health & Dental Benefits
  • Generous Paid Time Off, including annual vacation and personal days
  • Hybrid Work Environment, offering flexibility to work both remotely and from our corporate offices
  • Professional Development Opportunities to support ongoing career growth
  • Access to Health and Wellness Programs, including gym facilities at our corporate head office
  • Speak to us to learn more about what we offer

• Pre-Screen – Let’s talk about your experience, goals & excitement for this role!
• Interviews – Two or more interviews with different team members, including structured competency & scenario-based questions
• Presentation/Assessment
• References & Background Check
• We use audio recording transcription for our interview practices ?

Job Description

Are you ready to make a change and become part of a growing dynamic organization backed by a highly engaged team? In this senior role you will focus on leveraging technology to empower our teams and drive business results. Distinct from a traditional IT or Product Management function, it is embedded directly within the operational department. You will be responsible for the strategic management, sustainment of the contact center platform and its integration with Salesforce. You bring your expertise and vision to enhance agent performance and customer experience.

• Vancouver-based and Toronto-based team members work in-office every other week (Tues–Thurs). Core attendance is required from 9 AM – 3 PM on these days to support business priorities.

? A DAY IN THE LIFE

• Technology Strategy & Vision: Develop and execute a long-term technology strategy for the contact center, ensuring that the platform and its integrations support the organization's goals for cost reduction, revenue growth, and team member retention.
• Platform Administration & Governance: Oversee the administration, configuration, and governance of the cloud-based contact center platform. Ensure the system is robust, scalable, and secure.
• Data and Analytics: demonstrable experience in building and leading a data-driven culture. Experience with business intelligence (BI) tools like Tableau and AWS. Experience in defining and measuring business metrics beyond standard call center KPIs (e.g., linking a reduction in Average Handle Time to customer satisfaction scores).
• CRM & System Integration: Lead the design and implementation of CRM solutions within Salesforce, ensuring layouts and interfaces are optimized for contact center workflows. Direct the integration efforts between the contact center platform and Salesforce to create a unified and efficient operational environment.
• AI & Automation Leadership: Champion the adoption of AI and automation tools to streamline processes, improve agent efficiency, and enhance the customer experience. Lead the identification and implementation of AI-driven solutions across all functional teams.
• Project & Vendor Management: Serve as the project lead for all contact center technology initiatives. Manage vendor relationships, contracts, and service-level agreements to ensure maximum value and minimal external dependency.
• Operational Alignment: Collaborate with leadership from Product, IT, WFM, Training, QA, and other departments with an emphasis on change management and negotiations to identify operational pain points and develop technology-based solutions.

? WHAT YOU BRING TO THE TABLE

• 8+ years of relevant experience in Client/Customer Experience and/or Strategy implementation & execution within a Contact Center environment
• Must be located in Toronto or Vancouver
• Post secondary education required with Project Management Professional (PMP) or Agile-related certifications an asset
• Travel required at 10%
• Strong hands on experience with Salesforce, CRM, AI-Driven solutions and Call Center tools, L&D, workflow tools, IVR, omnichannel platforms and cloud telephony
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum through strong communication and data driven metrics

• Salary Range: $122,000 to $153,000 (Actual salary offered will be commensurate with education, experience, and internal equity.)
• A Total Compensation Package designed to support your financial, personal, and professional well-being. This includes:
  • Performance Bonus
  • Participation in our Company Profit Sharing Program
  • Comprehensive Extended Health & Dental Benefits
  • Generous Paid Time Off, including annual vacation and personal days
  • Hybrid Work Environment, offering flexibility to work both remotely and from our corporate offices
  • Professional Development Opportunities to support ongoing career growth
  • Access to Health and Wellness Programs, including gym facilities at our corporate head office
  • Speak to us to learn more about what we offer

• Pre-Screen – Let’s talk about your experience, goals & excitement for this role!
• Interviews – Two or more interviews with different team members, including structured competency & scenario-based questions
• Presentation/Assessment
• References & Background Check
• We use audio recording transcription for our interview practices ?

Job Description

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking for a Supervisor Trading to join our Qtrade Direct Investing team.

Reporting to the Senior Manager, Client Solutions, the Supervisor Trading is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence. This includes conducting quality service and trade accuracy reviews, coaching and development of your team of IRs, identifying training & development opportunities, career growth opportunities as well as ensuring recognition and motivation of your team. We look for servant leaders, who understand being responsible for both your employee experience, and in turn, our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade to maintain, and improve, our reputation for great customer service.

Who you are:

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Cultivate a team of customer service experience Investment Representative superstars
• Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
• Fail fast and learn even faster
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
• Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
• Work with Trade Control to reach out to clients who encounter issues or who escalate
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base

Requirements

Your experience and skills:

• Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
• Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course & Derivatives Fundamentals Course (DFOL) is required
• Completion of Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required
• Registered as a Supervisor and Options Supervisor is highly desirable
• Completion of the Professional Development and Compliance Requirements of each IIROC education cycle
• 3+ years of high performing experience as an Investment Representative/frontline trade contact centre role
• Ideally 2 years of experience as a supervisor
• Strong Market knowledge including trading systems, order management, corporate actions
• Coaching and people management to know how to get the best out of your team
• Excellent Customer Service Skills and Contact Centre best practices
• Large focus and ability to use metrics to strengthen the voice of our clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso?

At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors .

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $3,000 - 95,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

Job Description

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We’re looking for a Supervisor Trading to join our Qtrade Direct Investing team.

Reporting to the Senior Manager, Client Solutions, the Supervisor Trading is responsible for leading the Qtrade Investment Representatives (IR), ensuring delivery of customer service excellence. This includes conducting quality service and trade accuracy reviews, coaching and development of your team of IRs, identifying training & development opportunities, career growth opportunities as well as ensuring recognition and motivation of your team. We look for servant leaders, who understand being responsible for both your employee experience, and in turn, our exceptional investor experience. You will work alongside other Qtrade Managers and Supervisors to ensure the Qtrade team is aligned on goals and deliverables. This is a critical role in helping Qtrade to maintain, and improve, our reputation for great customer service.

Who you are:

• Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization
• Leadership – You lead your team and provide regular direction, guidance, coaching, and motivation, all while striving for peak performance. You assist them in overcoming obstacles through additional resources, removal of roadblocks, and providing the level of support required for their success. You delegate and deliver feedback based on the in-depth understanding of your individual team members

What your day looks like:

• Cultivate a team of customer service experience Investment Representative superstars
• Help to ensure that people know the importance of their roles, and how that effort is measured and supports the goals of the organization
• Fail fast and learn even faster
• Coach and develop the team through regular discussions with a balanced scorecard approach using tools such as KPI’s, company values, quality monitoring, Voice of the Customer (VoC) and peer feedback to provide a well-rounded view of one’s overall performance
• Champion a continuous improvement service philosophy. Sets the standard to always have World Class customer service and challenges your team and peers to live up to the standard, thereby increasing our Voice of the Employee (VoE) and Voice of the Customer (VoC) results
• Create an empowering culture through knowledge sharing, procedure documentation and finding efficiencies to enable IRs to do their job better
• Work with Trade Control to reach out to clients who encounter issues or who escalate
• Ensure top quartile delivery of service to Premier/Investor Plus clients and ongoing expansion of that client base

Requirements

Your experience and skills:

• Post secondary education is preferred with an emphasis in business or economics, or an equivalent combination of education and experience
• Completion of the Canadian Securities (CSC), Conduct and Practices Handbook (CPH) and Options Licensing Course & Derivatives Fundamentals Course (DFOL) is required
• Completion of Investment Dealer Supervisors Course (IDSC), Options Supervisor Course within 12 months of hire is required
• Registered as a Supervisor and Options Supervisor is highly desirable
• Completion of the Professional Development and Compliance Requirements of each IIROC education cycle
• 3+ years of high performing experience as an Investment Representative/frontline trade contact centre role
• Ideally 2 years of experience as a supervisor
• Strong Market knowledge including trading systems, order management, corporate actions
• Coaching and people management to know how to get the best out of your team
• Excellent Customer Service Skills and Contact Centre best practices
• Large focus and ability to use metrics to strengthen the voice of our clients
• Fluent communication skills in English are required and bilingual skills in French are an asset

Benefits

Why Aviso?

At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, Montreal, and Winnipeg. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors .

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $3,000 - 95,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.

ENTRY-LEVEL CONTACT CENTER AGENT (FULL-TIME)

We are looking for call center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. There are a wide variety of project openings on government programs as well as some of the most recognizable brands in the world. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. 

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.  

Essential Duties

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems solving and effective call handling 
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements 

WONDER IF YOU ARE A GOOD FIT? 

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Health Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We can offer a wide range of scheduling options for qualified candidates.  There are multiple shifts and weekly work variations available to our team members.  Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location.  Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization .

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.