Supervisor, Client Care Administrator

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

LifeWorks

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - love to use.

Lifeworks employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Summary

The Client Care Administrator Supervisor (SCCA) is responsible for supervision, coaching and development, and assist in hiring/terminating employees on their team. Day-to-day tasks such as scheduling, payroll administration, managing various projects as needed, dealing with difficult situations, and providing consultations. In addition, liaising with other departments, other teams within the CAC and corporate clients as needed.

**Responsibilities**:
Direct supervision of staff: 40%
- Providing feedback regularly and as part of monthly supervisions;
- Creating, with the employee, action plans and goal setting;
- Provide support and direction where needed e.g. with irate providers, special contracts etc.;
- Assist with recruitment/terminations/performance letters etc.;
- Yearly performance appraisals and salary reviews;
- Deal effectively with employees in crisis or urgent situations whether work or non-work related;
- Effectively and efficiently, manage the call queue and conduct floor management
- Conduct interviews with new applicants and assist CAC Operations Manager make recruitment decisions.

Project Management: 20%
- Regular meetings with individuals/depts. for planning and launching projects;
- Operationalize programs handed down from Operations Manager;
- Act as Subject Matter Expert on various projects. Act as User Acceptance Tester on new launches;
- In collaboration with Manager, Operations, development of policies and procedures for to the CCA role.

Administrative Tasks: 20%
- Payroll/sick/vacation/lieu time tracking
- Scheduling assistance
- Maintaining other employee files/records; the supervisory level administrative tasks (coordinating substance abuse requests, canceling appointments, reports, etc.)

Liaison with other departments and corporate clients: 5%
- Take part on various interdepartmental committees;
- Presentations and meetings to other departments regarding issues related to the CCA role.

Assist to other supervisors and their teams within the department: 10%
- Provide backup supervision for other teams when supervisors are absent/not available;
- Peer supervision for other supervisors;
- Take leadership role in times of Disaster Recovery and understand Disaster protocols.

Other duties as assigned: 5%
- Participate in Supervisor Meetings;
- Lead monthly Team Meetings.

Succeeding as a Client Care Administrator Supervisor will require the following core qualifications and skills

**Education**:

- Bachelor’s degree or related field

**Experience**:

- 1 year in EAP contact center and/or 2 years with related supervisory experience

Knowledge/Skills:

- Ability to motivate staff and mediate between staff and management, staff and staff and between teams within the dept.;
- Strong interpersonal skills;
- Solid written and oral communication skills;
- Excellent time management and organizational/administrative skills;
- Ability to deal well with high stress and faced paced/time critical environment;
- Ability to work as part of a team - works with supervisors as part of the supervisor team in CAC and as part of the team that they supervise;
- Ability to take leadership and make decisions;
- Proven ability to motivate, energize and mentor a high performance team;
- Excellent planning skills and ability to see all