Responsibilities

• Accountable for achievement of daily service and quality objectives
• Responsible for utilizing management reports to identify and follow through on improvement opportunities
• Primary responsibility for the coaching and development of assigned Support Staff
• Responsible for the creation and implementation of an individual development plan for each employee that includes training and career development components
• Assists with any assigned tasks or projects
• Writes and delivers performance reviews that include formal mid-year and annual performance appraisals and any other written performance related tracking documentation for each employee that reports to this position
• Consults with the Manager to resolve any outstanding issues related to employee development
• Communicates effectively with Call Centre Operations to maintain adherence to resource scheduling
• Responsible for maintenance of SCOPUS in boxes, provides necessary follow up to customer complaints, delegates and assigns open calls for follow up, and researches outstanding calls
• Supports HR efforts to maintain appropriate staff levels in the recruiting, interviewing and hiring of new employees
• Creates a collaborative and supportive team environment
• Acts as a member of a high functioning management team that engages in collaborative decision-making and promotes process consistency

 Qualifications

• A Bachelor's Degree preferred
• The individual must demonstrate a dedication and passion for leading people, promoting teamwork, and working in a collaborative manner
• Extensive customer service skills are required
• Knowledge of Windows operating systems, Accounting Software products, experience and/ or education with accounting principles, and experience with Call Center Workforce Management is preferred
• Must demonstrate ability to prioritize and manage multiple projects, ability to learn and evaluate important variables and apply new information quickly
• Excellent verbal and written communication skills are required
• Must demonstrate an ability to effectively communicate feedback in a positive, professional manner
• Ability to develop and maintain positive working relationships both within and across organizational boundaries
• Must be able to work independently with appropriate level of direct supervision
• Must be able to respond to common inquiries, technical questions, or complaints
• Individuals interested must have 2-3 years of experience in a call centre environment
• Prior management experience is preferred

• English [Advanced], French [Advanced]