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Supervisor - Member Enquiries

4 weeks ago

Ottawa, Canada Public Service Alliance of Canada Full time

**Branch**: Communications, Political Action & Campaigns Branch

**Section**: Communications, Political Action and Campaigns - Administration

**Employment Type**: Term up to one (1) year

**Position Linguistic Designation**: Bilingual (English, French)

**Position Global Linguistic Level**: C1

**Job Band**: Band 11 UNIFOR 2025

**Salary**: $108,837 - $122,492 + $1,798.58 Bilingual Allowance

**Union**: UNIFOR 2025

**Location**: Ottawa Headquarters

**Search Area**: Internal; Membership; Public

**Closing Date**: 05/15/2025

**Employment Equity Designation**: As a result of the PSAC Workforce and Availability Analysis and in accordance with the PSAC Employment Equity Plan, preference for this position will be given to a qualified person from one of the following groups: Indigenous peoples

**Who are we?**:

- Founded in 1966, The Public Service Alliance of Canada is the union that represents over 230,000 workers in every province and territory in Canada and in locations around the world. PSAC is headquartered in Ottawa with regional offices across the country. PSAC strives to enhance its members’ quality of life and has been at the front of significant and successful campaigns for workplace and human rights; Learn more about our victories.

**We will support your mental and physical health with**:

- Flexible work arrangements. Hybrid employees may have own dedicated workstations.
- Group Benefits (Health, Dental, Life Insurance, Disability Insurance, Employee and Family Assistance), such as $7,500 for mental health professionals, that are 100% paid by employer.
- Defined Benefit Pension Plan (50/50 contribution from you and us).
- Three (3) weeks' vacation to start, plus extra paid leave to support your wellness.
- Generous support for your professional growth and career development.
- Recreation allowance of $800 per year.

**Primary Responsibilities**:

- Under the general supervision of the Director, Communications, Political Action and Campaigns, the Supervisor
- Member Enquiries oversees all aspects of the Member Enquiries section including coordinating, administering, leading, planning, implementing and evaluating the work in order to meet the operational requirements of the Member Enquiries Section.
- The position is responsible for developing and maintaining continuous efforts to improve operations, identify opportunities to streamline processes, enhance services to decrease turnaround times and implement innovative
customer service solutions consistent with professional and industry standards.
The position ensures enquiries are continuously analyzed and responses, solutions are implemented, in order to maximize the full potential of the enquiries section while improving communications and customer service to the
members and general public.

**What you will bring to the table**:
**_Education/Experience_**:

- Post-secondary education in public relations, communications or a related discipline.
- 5 years of call centre related experience OR a combination of education and experience normally acquired through several years experience in a field related to the position.
- Strong supervisory, organization, administrative, database and customer service skills combined with a minimum of 5 years related experience.
- Prior experience working with labour or political organizations and familiarity with federal government organizations, practices and procedures.
- Prior experience working in a supervisory/lead role in a call centre environment as well as experience implementing and managing Customer Relationship Management (CRM) systems.

**_Knowledge_**:

- Knowledge of the political and operational structure of the PSAC and overall trade union role including an understanding and commitment to union and social justice principles.
- Knowledge of financial reporting and budget management.
- Knowledge of analytic and reporting methods and techniques.

**_Abilities_**:

- Strong written and oral communication skills as well as proficiency in spelling and grammar, in the language level assigned to the position.
- Proficiency in the use of a variety of software, database and CRM, such as the Unionware, Microsoft Office Suite (Outlook, Word, Excel and PowerPoint) Microsoft Teams and Drupal, other main online tools as well as the internet.
- Strong planning and time management skills to prioritize and manage large volumes of incoming enquiries, to deal effectively with emerging priorities, meet deadlines and adapt to changing priorities.
- Strong communication skills to work in partnership with various stakeholders across the organization to develop solutions.
- Ability to establish and manage information in a systematic manner to optimize efficiency, minimize duplication and enhance tracking data for reporting.
- Project management skills and experience leading a project team.
- Strong analytical and problem-solving skills.
- Demonstrated ability to develop, lead and implement new processes, procedures and system