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Supervisor - Customer Service Representatives

3 months ago

Greater Sudbury, Canada Canadian Blood Services Full time

**Job category**: Supervisory and management
**Job posting ID**: 5764

**Employment status**:Regular full-time
**Position's anticipated start date**: 2024-04-22

**Classification**:PTS/MGT/IT B
**Salary/Rate of pay**:$67,000 to $79,500

**Application deadline**: 2024-04-12
**Application requirements**:

- Your up-to-date resume.
- (if applicable - cover letter is required) Job specific cover letter.
- We recommend you save a copy of the job posting for reference throughout the recruitment process.

**Together, we can make all the difference in the lives of others.**

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

If you are looking for a rewarding experience with a values and mission-driven team, join Canada’s Lifeline and make a meaningful difference.
- We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play._

**About the role**:
Canadian Blood Services is looking for a **Regular full-time** **Supervisor - Customer Service Representatives** to join our dynamic **Donor Relations & Collections East** team.

The **Donor Relations & Collections East** team is responsible for supporting Canadian Blood Services by providing exceptional customer service while communicating with customers. In this role, you will be responsible for the supervision and development for the Customer Service Representatives through a strong focus on donor experience, relationship management, and appointment bookings/management.

**Formula for success**:

- Leveraging your management/supervisory skills, you will oversee the day to day activity of the team, including hiring, training, coaching, evaluating as well as discipline according to Canadian Blood Services policies and procedures.
- Drawing on your knowledge or experience in a unionized environment, you will be accountable for the overall performance of the team and assigned direct reports as well as responds to operational concerns brought forward while mitigating reputational risk of the organization.
- Utilizing your superior interpersonal and communication skills you will manage and nurture internal and external relationships by facilitating positive working relationships with internal and external stakeholders.
- You will be the point of contact for national Regulatory Affairs and/or Health Canada representative as required during auditing activities.

**What we offer you**:

- 3 weeks' vacation.
- Annual performance award up to 6%.
- Comprehensive group health, dental and vision benefits for you and your family.
- Defined benefit pension plan.
- Employee discounts, wellness program, professional resources.

**Desired education and skills**:

- Completion of post secondary education in a relevant discipline or specialized training from a recognized academic institution, preferably in the communication sector.
- Minimum 3 years recent and relevant supervisory experience is required.
- Four (4) or more years or related experience in customer service/contact centre environment is required.
- Experience leading unionized employees is an asset.
- Effective communication (written and verbal) and interpersonal skills, being able to exercise sound judgement, tact, and discretion when dealing with others.
- Ability to motivate and coach staff to achieve defined performance measures.
- Technical computer skills including Microsoft Word, Excel, Powerpoint and Outlook.

**What you can expect**:

- This role will work in a hybrid environment with requirements to be onsite at 300 Elm St, Sudbury, Ontario, 40 % of the time/days of the week.
- Shift/hours - Monday to Friday, with some flexibilty

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Applicants who require accommodation should discuss their needs with us.