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Assistant Manager Resolutions ~ Toronto, Ontario ~ Nevian Consulting & Placement Services
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Assistant Manager Resolutions
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]
Job Type Permanent / Full-time Job Location Toronto, Ontario
Public Transit Yes Reference # 19EA8
Benefits Included Yes Account Manager Amanda Deschenes
Starting Salary 70K - 80K
If possible, resumes should be submitted to us in MS Word format. Please note that although we appreciate your response to this job, we will only contact candidates who meet the exact hiring criteria identified by our clients.
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