Administrative Supervisor New

3 weeks ago

Toronto, Canada Centre for Addiction and Mental Health Full time

Job Number: 913269

Category: Administrative and Clerical Support

Positions Available: 1

Years Experience Required: 1

Location: Toronto, Ontario

Posted Date: Jan 20, 2023

EMPLOYMENT OPPORTUNITY

**Administrative Supervisor, Remedial Measures Program**
**Business Development Office**

**General Accountability**

The Remedial Measures program is a unique, revenue generating program within CAMH. The Administrative Supervisor will join a dynamic and innovative team, working in conjunction with the Business Development Office. This role provides an exciting opportunity for an independent self-starter, with a high degree of organizational skills and operational expertise, to make an impact in improving Ontario’s road safety.

The Administrative Supervisor will support and maintain the operations of the Remedial Measures program across Ontario, with 28 locations spanning the province. This will include supporting the call centre in addition to assuring monthly registration targets are met. The call centre will require back up in answering calls, managing escalated callers, providing Cisco reports, oversight on scheduling to ensure coverage, coordination and assurance that calls are answered within targets. Reporting to the program Manager, you will be working closely with the Ministry of Transportation to ensure the proper management and adherence to the contract. In addition, there may be opportunities to support other revenue generating projects through the Business Development Office. This will require the planning, development and implementation of structures and supports to ensure successful implementation of these projects on an ongoing basis. This role may lend support to other areas of the Business Development portfolio, as an Administrative Supervisor, as required. This full-time, permanent position is located at 33 Russell Street.

**Key Accountabilities**
- Provides direction, planning and oversight to the targets and goals set for the call centre using CISCO
- Leverages the RMMS system to ensure the program achieves its’ financial targets
- Supports the Manager in overseeing the relationship between the 28 local providers and providing compliance reports to ensure mandated program requirements are met.
- Works extensively with internal and external stakeholders, including the Business Development office and external partnerships with the Ministry of Transportation and local providers
- Provides overall support to the Program Manager to ensure successful program operation and optimal functioning of the department

**Primary Duties**
- Provides direction, planning and oversight to the work of the Remedial Measures team
- Supports the successful operation of the call centre including but not limited to: scheduling coverage for call centre hours, handling escalated calls, supporting individual team members after challenging calls, being knowledgeable about procedures
- Ensures the goals of the program are met including revenue targets
- Provides assistance to the Local Providers facilitating the program and ensuring program participants receive the appropriate requirements
- Identifies any work plan implementation challenges, delays and risks as they arise, and proposes follow-up actions and solutions to the Program Manager
- Determines and proactively allocates work assignments when required to ensure the operations of all functions of the program requirements
- Assists with the onboarding of new team members
- Provides direction, support, and coaching to the Remedial Measures Team members which includes:

- reviewing work for quality assurance, in line with standard processes and procedures
- identifying staff training and professional development needs
- analysing generated reports to ensure compliance and beneficial output
- Supports the development of the Remedial Measures budget with the Manager of the Remedial Measures Program and oversees the regular tracking of expenditures against the budget throughout the year
- Works with CAMH leadership to ensure mandatory training requirements for CAMH staff are achieved.

**Education and Experience**
- A degree in health or social sciences, a regulated health profession or a related field or related degree
- 1 year of related relevant experience with transportation industry and government policies related to impaired driving
- 2 years of demonstrated experience in customer service environment, specifically call centre escalations would be preferred
- Previous experience supervising staff is preferred
- Experience with supporting e-learning and face-to-face courses and web based platforms is an asset
- Demonstrated familiarity with adult learning principles and methodologies
- Excellent verbal and written communication skills
- Superior writing skills
- Demonstrated experience and expertise in Microsoft Office tools, including Outlook, Word, Excel and PowerPoint.

**Please Note**: This full-time, permanent position is NOT part of the OPSEU Bargaining

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