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Assistant Manager Resolutions ~ Toronto, Ontario ~ Nevian Consulting & Placement Services
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Assistant Manager Resolutions
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The Assistant Manager of Early Resolutions issues and supervises a team of early resolution officers and handles complex and sometimes sensitive cases. This position will plan and implement strategic direction for a team receiving incoming calls from the general public.

 Responsibilities

  • Reviews incoming complaints, manages workflow and case assignments ensuring appropriate and timely handling of all complaints received.
  • Provide advice, guidance and offer direction on appropriate responses to incoming calls and complaints.
  • Supervise and guide early team to ensure appropriate discretion in response to complaints and escalations
  • Review files to ensure the issues are clearly defined, necessary research has been conducted and that the files are referred to investigation where appropriate.
  • Provide assistant in drafting case assessments to aid in issue identification and analysis
  • Offer support to team for handling difficult complainants, dispute resolution and interviewing techniques
  • Identifies trends in complaints, prepare reports and briefing notes on trends on own initiative in response to issues raised by complainants on request

 Qualifications

  • Post-secondary degree, ideally a background in legal field
  • Experience in complaint and dispute resolution in an oversight environment
  • Ability to organize, prioritize and manage tight deadlines and ensure workflow management
  • Proven leadership and supervisory skills
  • Ability to use sound judgment and direction when making decisions
  • English [Advanced]


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