Supervisor Customer Contact (Victoria)

ATTENTION: This is an internal ICBC job posting. External applicants will not be considered.  

We welcome applications from all qualified employees. Should you require accommodations throughout the application or hiring process, please don’t hesitate to contact accessibility_services@icbc.com, as we are committed to ensuring a seamless and accessible experience for all candidates.

Closing date: June 8, 2026

Position Highlights

ICBC's strategy is built on delivering value and service to our customers. To achieve this goal, we work hard to ensure we handle all customer calls knowledgeably and efficiently. Coaching and developing our team to call centre best practice is key to ensuring we meet our customer expectations.

As a Supervisor, Customer Contact, you will oversee the daily operations of a fast-paced customer contact team who respond to a diverse range of enquiries related to motor vehicle registration, claims, licensing, insurance and road safety initiatives. You will report to a Call Center Manager and take on the rewarding task of motivating, training, guiding and monitoring the performance of team members ensuring performance objectives are met.

You are focused on continuous process improvement and operations excellence objectives, identifying opportunities to build on current call centre operations quality, productivity and customer service.

Position Requirements

As a seasoned supervisor with demonstrated leadership skills, you have related experience leading and developing a team, along with knowledge of driver services, claims, and insurance and/or road safety initiatives.

• Providing ongoing coaching and feedback to the team
• Handling situations involving conflict, being perceptive to other's feelings and opinions
• Counselling, motivating and evaluating performance of staff
• Exceptional customer service skills along with the ability to multi-task and think critically are essential
• Strong listening, questioning, and organization skills
• Working in the DL call centre operation, with in-depth technical knowledge conversant with policies, regulations, legislation and guidelines relevant to the department accountability
• Applying strong decision-making abilities, able to use judgement and discretion, distil the critical elements of a situation, and recommend practical outcomes that balance customer and business considerations
• Utilizing strong analytical and writing skills to identify and report on trends at the individual, unit, and department levels
• Building strong working relationships, fostering a collaborative team spirit and influencing outcomes
• Employing effective organizational skills to ensure competing deadlines are successfully met.

Shifts will be scheduled within the hours of operation of the DL Contact Centre (Victoria Operations). Currently the hours of operation are as follows:

• Monday to Friday 8:00 am to 6:15 pm
• Saturday 8:30 am to 5:05 pm

Please note this position is based out of Victoria only.

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Please watch for your email confirmation once you have submitted your application. If you do not receive a confirmation within 4 hours of submission, please contact the People Service Centre immediately.

Continue your career with us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you are reliable and dependable, we encourage you to apply for this exciting opportunity. Continue your career as part of our talented and diverse team, as we work together to create an insurance system we can all be proud of.  

Work arrangements defined: 

• Hybrid 10 – you will work a minimum of 10 days in a 4-week period at your primary office headquarters (typically one week in/one week out or up to 3 days per week). The remaining days will be remote within British Columbia. 

Job profile:

For more detail on this job please view the job profile by clicking on the link: Job Profile Search