Manager, Integrated Communication Solutions

Reports to: Senior Director, Immigrant Services & Business Development

Location: Head Office, 1220 Stellar Drive, Newmarket (Hybrid up to 3 days remote)

Position Type: Full-time, 35 hours per week

Compensation: $ 65,000 - $70,000 (plus 3 weeks vacation, benefits and RRSP contribution)

**Organization Overview**

Social Enterprise for Canada (SEC) is a charitable organization started in 1989 and serving York Region, Peel Region and Simcoe County. SEC seeks, secures and delivers a range of public services dedicated to creating communities that exemplify Canadian values of respect, inclusion, diversity, equity and sustainability.

SEC maintains its head office in Newmarket and provides public service signature expertise for immigrants, newcomers, early learning and development, Family Justice Service, Career and Labour market integration through programs such as Supervised Access, EarlyOn Child & Family Centres, Welcome Centre for Immigrant Services-Newmarket and several Before & After School and Licensed Childcare Programs.

**The Opportunity**

The Manager, Integrated Communication Solutions is responsible for the overall leadership of the Contact Centre operations, which includes Bridge Translations Communication Centre (BTCC), Bridge Translations Interpretations (BTI) and Bridge Translations Document (BTD) for non profit and corporate clients. The Manager, Integrated Communication Solution will manage the day-to-day operations by working directly with staff and team leads in the delivery of high
- level quality customer service, providing input re capacity planning, costs & budget analysis, identifying and evaluating technologies, defining user requirements and providing mentoring, coaching and performance management of staff.

**Key Job Responsibilities**
- Directly accountable for the supervision of a multi-disciplinary team of on site and remote Information Specialists, ensuring compliance to service level expectations, productivity and customer service and quality requirements
- Empower agents to deliver a first call resolution priority objective
- Conduct agent call handling quality checks, routine monitoring and deliver feedback to drive customer service and quality requirement.
- Review call centre performance statistics throughout the day and, as needed, make tactical decisions to affect immediate changes based on dynamically changing operating environments
- Generate reports as required by supported departments
- Monitor trends for forecasting and analysis towards optimizing staffing and service delivery
- Develop and maintain short and long-range strategic plans
- Work with lines of business/service partners on new initiatives to identify impacts, support the rollout of the initiative and monitor quality of implementation
- Identify and manage execution of operational improvements to ensure that they deliver operational efficiencies and customer experience
- Optimize the use of available technologies and workforce management techniques to improve call handling efficiency and effectiveness
- Provide and document performance feedback through regular one-on-one discussions, coaching sessions, performance reviews and goal setting
- Remain fully current on all operational process and procedures including policy and regulations
- Handle escalated customer issues as needed and act as a key contact in deployment of emergency response
- Ensure all telephony and computer equipment is maintained and accounted for
- Collaborate on budget development, monitor and report on expenditures monthly
- Post-secondary education in Communications, Business Administration or related field
- Must have exceptional communication (oral and written) with active listening skills
- Minimum of 3 years in a people leadership role
- 2 years experience leading or implementing call centre solution from a business perspective is preferred.
- Strong organizational and project management skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders
- Well-developed presentation and interactive skills sufficient to present both factual and conceptual information/ideas
- Strong analytical and creative, customer-focused problem-solving skills.
- Intermediate knowledge of MS Office, including Outlook, Word and Excel Available and committed to attending required trainings and/or meetings at various affiliated sites in York Region.

Other
- Current Clean Police Records Check

Social Enterprise for Canada is an equal opportunity employer. We are committed to working with applicants requesting accommodations at any stage of the recruitment process. Click here to view our full statement on Equity, Diversity and Inclusion.