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Customer and Information Services Supervisors

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NOC:6314
Occupation:Customer and Information Services Supervisors
Category:Sales and Service

About the job

Nature of work:

Supervisors in this group supervise and coordinate the activities of Customer Service Representatives – Financial Institutions (6551) and Other Customer and Information Services Representatives (6552). They are employed by banks, trust companies, credit unions and similar financial institutions, retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.

Job duties:
Supervisors in this group perform some or all of the following duties:
  • Coordinate, assign and review the work of clerks engaged in the following duties: providing information and customer service; and serving customers in banks, trust companies and other financial institutions.
  • Examine and verify accuracy of work and authorize routine deposits and withdrawals.
  • Establish work schedules and procedures and coordinate activities with other work units or departments.
  • Resolve work-related problems and prepare and submit progress and other reports.
  • Identify training needs and train workers in job duties and company policies.
  • Requisition supplies and materials.
  • Ensure smooth operation of computer systems and equipment and arrange for maintenance and repair work.
  • May perform the same duties as workers supervised.
Sample job titles:
  • accounts supervisor
  • call centre supervisor
  • contact centre supervisor
  • customer accounts supervisor
  • customer service supervisor
  • information clerks supervisor
  • savings and credit service supervisor
  • tellers supervisor
Skills:

Leadership, interpersonal, and communication skills are essential. You should also have initiative and be able to make decisions and solve problems.

Job requirements:
  • Experience in the job supervised is required.
  • Completion of college or industry courses related to bookkeeping and customer services may be required.
Other considerations:

The duties performed by Customer and information services supervisors are evolving as new technology is introduced. Supervisors and clerks should be prepared to keep abreast of changing office technology and processes.

Labour Market Information

Work Prospects:Fair

The employment outlook over the next few years for this occupational group is “average”, which indicates the chances of a qualified individual finding work is comparable to the average for all occupations in Nova Scotia. This is not a large occupation in Nova Scotia so job opportunities may not be that frequent. The number employed in this occupation is expected to decline moderately over the next few years, which will likely limit the number of new opportunities available. With a large percent of workers being 55 years of age and older, retirements are expected to be a key contributor to employment opportunities over the coming years. Customer and Information Services Supervisors most commonly work full-time hours. Furthermore, the jobs are typically permanent positions.

The median employment income for 79% of Customer and Information Services Supervisors who worked full-time, year-round in 2015 was $36,468. Across all occupations in Nova Scotia, 59% of those who worked full-time year round had a median employment income of $43,600.
(Source: 2016 Census)

OccupationEstimated employment in 2018Estimated change in employment between 2017 and 2019Estimated openings due to growth and retirements, 2017-2019Estimated rate of unemployment in 2018 Estimated hourly earnings in 2015 (learn more)Estimated annual earnings in 2015
Customer and Information Services Supervisors385decline55Low
Minimum: $12.50
Median: $16.80
Maximum: $23.96
Minimum: $21,103
Median: $37,022
Maximum: $67,077
Occupations in Sales and Service102,605Decline slightly5,260Moderate
Minimum: $10.70
Median: $12.50
Maximum: $21.17
Minimum: $2,949
Median: $16,629
Maximum: $45,086
Customer and Information Services SupervisorsCompared to: Occupations in Sales and Service
Percent employed full-time99%59%
Percent self-employed11%6%
Where will I likely work?
Area of EmploymentCustomer and Information Services SupervisorsCompared to: All NS Occupations
% EmployedMedian Annual Income% EmployedMedian Annual Income
Southern8%x12%$30,581
Northern7%x16%$33,660
Cape Breton15%x13%$32,974
Halifax60%x47%$41,209
Annapolis Valley11%x13%$32,958
What are the workers like?
AgeCustomer and Information Services SupervisorsCompared to: All Sales and Service
% Employed% Employed
15-2410%x
25-3425%36%
35-4430%29%
45-5415%x
55-6420%21%
65+N/Ax
Median Age4237
GenderCustomer and Information Services SupervisorsCompared to: Occupations in Sales and Service
% Employed% Employed
Female55%60%
Male45%40%
EducationCustomer and Information Services SupervisorsCompared to: All Sales and Service
% EmployedMedian Annual Income% EmployedMedian Annual Income
Less than high school4.8%x18.8%$9,486
High school35.7%$29,79340.4%$12,982
Trades certificate2.4%x8.0%$18,797
College certificate or diploma26.2%x19.9%$19,514
University certificate or diploma2.4%x1.6%$18,279
Bachelor's degree21.4%x10.0%$20,807
University advanced certificate or diplomaN/Ax0.5%$15,716
Master's degreeN/Ax0.8%$20,769
Doctorate7.1%x0.0%$17,318
Medicine, dentistry, veterinary, optometryN/Ax0.1%$17,368
Total100%100%
Wage Disclaimer

Hourly earnings data are from the Labour Force Survey by Statistics Canada. Data are not available for all occupations. Hourly earnings are calculated based on usual hours worked per week. This is how an annual salary, for instance, gets converted to an hourly rate. The data include full and part-time workers along with new and experienced workers. Self-employed workers are excluded.

Annual employment income data reported in the Work Prospects section, are from the 2011 National Household Survey by Statistics Canada. Much of the data (around 70%) came directly from tax records. The data relates to the year 2010 and includes total wages and salaries and net income from self-employment.

Sources

Employment Requirements & Contacts

Regulations:
No regulating bodies were found under this occupation profile
Useful contacts:
Customer Service Institute of Canada
,
info@csicanada.ca

Training Paths & Education

Program Name:Accounting technology/technician and bookkeeping
Education Level:This program is typically offered at the trades/college level.
Program Description:
This instructional program class comprises any program that prepares individuals to provide technical administrative support to professional accountants and other financial management personnel. These programs include courses in posting transactions to accounts, record-keeping systems, accounting software operation, and general accounting principles and practices.
See all institutions providing this program+
Maritime Business College - Dartmouth
45 Ochterloney Street, Suite 100
Dartmouth, NS B2Y 2N6
(902) 463-6700
admissions@maritimebusinesscollege.ca
Eastern College - Halifax
6940 Mumford Road, Suite 111
Halifax, NS B3L 0B7
(902) 423-3933
Academy of Learning - Halifax
6960 Mumford Road, Suite 155-1st Floor Mumford Professional Centre
Halifax, NS B3L 4P1
(902) 455-3395
careers@aolhrm.com
Centre for Distance Education
222 George Street, Suite C
Sydney, NS B1P 1J3
(866) 446-5898
info@cd-ed.com
Mount Saint Vincent University
166 Bedford Highway
Halifax, NS B3M 2J6
(902) 457-6117
admissions@msvu.ca
Nova Scotia Community College - Cumberland Campus
PO Box 550, 1 Main Street
Springhill, NS B0M 1X0
(902) 597-3737
cumberland.info@nscc.ca
Nova Scotia Community College - Burridge Campus
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
burridge.info@nscc.ca
Nova Scotia Community College - Kingstec Campus
236 Belcher Street
Kentville, NS B4N 0A6
(902) 678-7341
kingstec.info@nscc.ca
Nova Scotia Community College - Lunenburg Campus
75 High Street
Bridgewater, NS B4V 1V8
(902) 543-4608
lunenburg.info@nscc.ca
Nova Scotia Community College - Pictou Campus & School of Fisheries
PO Box 820, 39 Acadia Avenue
Stellarton, NS B0K 1S0
(902) 752-2002
pictou.info@nscc.ca
Nova Scotia Community College - Strait Area Campus & Nautical Institute
226 Reeves Street
Port Hawkesbury, NS B9A 2A2
(902) 625-2380
strait.info@nscc.ca
Nova Scotia Community College - Marconi Campus
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
marconi.info@nscc.ca
Nova Scotia Community College - Truro Campus
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
truro.info@nscc.ca
Nova Scotia Community College - Waterfront Campus & Aviation Institute
80 Mawiomi Place
Dartmouth, NS B2Y 0A5
(902) 491-1100
waterfront.info@nscc.ca
Program Name:Adult high school/secondary diploma programs
Education Level:This program is typically offered at the high school level.
Program Description:
This instructional program class comprises any program that defines the prescribed requirements, specified by the appropriate jurisdiction, for the completion of and graduation from a secondary school program of academic subject matter offered for adult learners outside of the regular secondary school program. This does not include adult compensatory education programs resulting in completion of a high school equivalency certificate or diploma.
See all institutions providing this program+
Universite Sainte-Anne
Siège Social: 1695, Route 1
Pointe-de-l'Église, NS B0W 1M0
(902) 769-2114
Blanche.Theriault@usainteanne.ca
Nova Scotia Community College - Annapolis Valley Campus
50 Elliott Road
Lawrencetown, NS B0S 1M0
(902) 825-3491
avc.info@nscc.ca
Nova Scotia Community College - Cumberland Campus
PO Box 550, 1 Main Street
Springhill, NS B0M 1X0
(902) 597-3737
cumberland.info@nscc.ca
Nova Scotia Community College - Akerley Campus
21 Woodlawn Road
Dartmouth, NS B2W 2R7
(902) 491-4900
akerley.info@nscc.ca
Nova Scotia Community College - Burridge Campus
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
burridge.info@nscc.ca
Nova Scotia Community College - Kingstec Campus
236 Belcher Street
Kentville, NS B4N 0A6
(902) 678-7341
kingstec.info@nscc.ca
Nova Scotia Community College - Lunenburg Campus
75 High Street
Bridgewater, NS B4V 1V8
(902) 543-4608
lunenburg.info@nscc.ca
Nova Scotia Community College - Institute of Technology Campus
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
it.info@nscc.ca
Nova Scotia Community College - Pictou Campus & School of Fisheries
PO Box 820, 39 Acadia Avenue
Stellarton, NS B0K 1S0
(902) 752-2002
pictou.info@nscc.ca
Nova Scotia Community College - Shelburne Campus
PO Box 760, 1575 Lake Road
Shelburne, NS B0T 1W0
(902) 875-8640
shelburne.info@nscc.ca
Nova Scotia Community College - Strait Area Campus & Nautical Institute
226 Reeves Street
Port Hawkesbury, NS B9A 2A2
(902) 625-2380
strait.info@nscc.ca
Nova Scotia Community College - Marconi Campus
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
marconi.info@nscc.ca
Nova Scotia Community College - Truro Campus
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
truro.info@nscc.ca
Additional resources:

There are no additional resources for this occupation.