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Bilingual Supervisor, Client Services

3 months ago

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Build a meaningful careerAt LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives.The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.Reporting into the Manager, Client Interaction Centre the Supervisor, Client Services - Client Interaction Centre works as part of the supervisor team in a 24/7 call centre environment that is very fast paced and often changing and growing. The Supervisor is responsible for ensuring that incoming calls are answered and all other tasks are completed within Service Level Agreements, and that clients are provided with excellent customer service. The Supervisor also works as part of the Client Services Management Team, and is indirectly responsible to the Senior Manager, Client Services.Responsibilities:

- Oversees the Client Services Coordinators in a direct reporting relationship and as supervisor on shift
- Provides feedback to the Manager, Client Interaction Centre regarding Client Services Coordinators
- Manages the performance of Coordinators including regular feedback and the formal Performance Reviews process
- Takes the lead, with support from the Manager, in Performance Management processes for low performers when necessary
- Participates in hiring processes
- Monitors call volume and redirects coordinator activities as needed to meet Service Level Agreements, including answering calls her/himself when necessary
- Monitors referral/document volume and redirects coordinator activities as needed to meet Service Level Agreements, including entering referrals/documents her/himself when necessary
- Analyses staff scheduling to ensure optimal coverage, accounting for typical volume highs and lows
- Participates in and/or provides staff for systems testing
- Reviews processes and procedures; implements changes to optimise efficiency as required
- Investigates issues and provides solutions to internal or external clients
- Participates in meetings as needed
- Provides support where necessary to other Client Services teams
- Trains and orients new team members on systems and procedures

Performs other tasks and special projects, as requiredQualifications:

- Post-secondary education
Demonstrated leadership skills and ability to motivate and inspire team members
Excellent problem solving skills
- Excellent communication skills and exceptional customer service focus
- Extremely organized self-starter, highly independent
- Flexibility in availability, including the ability to work shifts that may be during days, evenings, nights, and weekends as the supervisor team must span 24/7 coverage JOB TYPE

Work Day:Full Time

Employment type:Permanent Job

Salary:Negotiable

JOB REQUIREMENTS

Minimal experience:Unspecified