Support Centre Manager - 40487
Placement Type: Direct Hire
Location: Calgary
Category: Management
JobID: 40487
ABOUT STAFFING About Staffing is an Alberta-based recruitment and employment agency specializing in temporary, direct hire and temporary to direct hire placements. Headquartered out of Calgary, Alberta, we are a full-service staffing agency that can fill jobs all across Canada.

As experts in staffing since 1996, we believe in enhancing workplace connections by introducing top quality candidates to our top-notch clients all while creating career opportunities that are both positive and fulfilling. We currently have an excellent opportunity for an experienced Production Supervisor.

ABOUT the Organization
Our NE client is seeking a Call Centre/Support Centre Manager to oversee the Client Services Group daily operations and related personnel while aiming for high levels of service, efficiency and cost-effectiveness. This person will ensure that technology is used to the maximum and that staff and processes are well organized, productive and constantly improving.

ABOUT the Position
This position is a full-time permanent role joining a team of long-term employees. This Monday – Friday (7-4/8-5) position requires those who are reliable and results-driven. They must have a practical mind to solve problems on the spot, should have an ability to see the “big picture” and have an eye to recognize areas for improvement.

Duties and Responsibilities:

Learning all facets and staying on top of changes to products and service offerings
Developing Client Services Group training materials and procedural documentation
Identifying and instilling best practice, processes and systems to drive a continuous improvement environment
Hiring, training, mentoring, managing, scheduling and evaluating of Client Services Group staff
Creating and maintain a professional, supportive and positive work culture within the Group
Building and maintaining of effective internal and external stakeholder relationships
To be a point of escalation handling and/or defusing challenging Client situations
Ensuring service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery
Preparing and presenting reports for other departments and upper management

Skills & Requirements
Professional and mature presentation
Ability to work with all levels of the company
Excellent communication, interpersonal and management skills
Ability to work under pressure and time constraints
Flexible schedule and ability to handle situations outside of regular office hours
Driven individual with an eye for detail
Polite and professional phone voice
Progressive client services history preferably including some supervisor or management experience
Proficiency with related technologies such as computers, S/W applications, phone systems etc.

ABOUT You

You meet all of the above requirements and expectations. You are motivated and driven to be a part of and cultivate a successful team. You are professional and courteous in nature, keen to lead a dynamic team.

You are reliable, with a solid work ethic, and possess excellent verbal and written communication skills.

You are flexible, adaptable and enjoy working in a fast paced and sometimes chaotic environment.

ABOUT the Compensation
A competitive compensation package based off experience.

ABOUT the Next Steps
We encourage all qualified candidates to consider this excellent opportunity, but please note only those with directly aligned experience will be contacted for an interview.
If you are interested and qualified, please apply today!