Supervisor, Contact Centre

7 months ago

Ottawa, Canada Maximus Full time

Company Profile:
**About Maximus**

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.**Job Description**:
**Department Overview**

This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.

**Position Summary**

The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, employee development, driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.

The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI’s) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high performance culture.

**Your typical week at Maximus**
- Lead the workforce in order to meet SLR’s and SLO’s, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture.
- Assign workflow and oversee departmental activities for effective utilization of resources and systems.
- Identify opportunities for improvement and work with the Continuous Improvement agents to lead change.
- Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
- Play a key role in change management by encouraging innovation and creativity.
- Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
- Lead the workforce to contribute to a positive workplace and to the growth of a successful business.
- Other duties as required

**What you offer us**

**Knowledge, Skills and Ability**
- Recruit, select and hire individuals most qualified to perform the requirements of each position.
- Provide leadership to ensure Quality Assurance goals are met.
- Monitor, track and report a designated number of Quality Assurance checks for each employee, each month.
- Initiate appropriate timing and phases of the performance management continuum:

- Identify high-performing/high-potential employees and facilitate development through “stretch assignments” or other employee development strategies available.
- Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
- Investigate and resolve employee/client escalations regarding business policies or procedures.
- Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.
- Ensure all processes adhere to client and MAXIMUS Canada policies.
- Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.
- Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employees.
- Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes).
- Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.
- Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.
- Acknowledge and reward employee achievement through formal and informal employee recognition activities or programs.
- Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company’s business goals and to a positive, quality-driven workplace culture.
- Collaborate with clients, clients’ affiliates and Maximus stakeholders to recommend changes to business policies and processes.

**Education and Experience**
- Minimum 2 years’ experience supervising an operational unit of a least 15 employees
- Current and/or relevant call centre leadership experience an asset
- Related post-secondary education in business administra

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