Association canadienne-française de l’Ontario, Conseil régional des Mille-Îles
Assurant
Publié
Décembre 20, 2018
Catégories
Type d'emploi
Duration / Durée
Permanent
How to Apply / Comment appliquer
On the company website / Sur le site web de l'entreprise
Please Specify / Veuillez spécifier (e.g. info@acfomi.org)
https://www.assurant.com
Advertised until / Annoncé jusqu'au
January 19, 2019
Company Address / Adresse de la compagnie
1287 Gardiners Road Kingston, Ontario K7P 3J6
City / Ville
Kingston

Description

A Day in the Life

  • Develops short and long-term goals and plans for area of responsibility
  • Develops, secures approval of, and administers an operating budget that supports approved plans
  • Provides the overall direction necessary to ensure the delivery of efficient and effective area services
  • Hires, develops, evaluates, and (when necessary) disciplines and discharges personnel or makes authoritative recommendations in such matter
  • Understands regulatory environment and impacts to business unit
  • Supports the development, implementation, documentation, and monitoring of an ongoing quality assurance program for area of responsibility. Ensures compliance with regulatory agency guidelines and standards
  • Maintains daily control of all regular programs by providing leadership and direction to support staff, management, clients, and service bureaus. Ensures KPI metrics are being met on a daily basis and proactive plans are implemented if challenges arise
  • Other duties as assigned to fulfill business needs

Skills & Experience / Compétences & expérience

Basic Qualifications:
•Bachelor’s Degree or equivalent work experience
•3 years of Call Center/Customer Service experience
•2 years of management experience preferably in a Call Center

Other Requirements:
•Experience and ability to effectively, and positively, manage large groups of people
•Strong preference for mobile or the telecommunications industry experience
•Experience handling multiple client channels
•Human resource policies and procedures; Contact Center Operations policies and procedures
•Sales and service provision experience in a fast paced environment
•Excellent written and verbal communication skills
•Excellent analytical and interpersonal skills
•Excellent presentation skills
•Excellent multi-tasking and organizational skills
•Microsoft Office Suite knowledge i.e. Word, Excel, PowerPoint and other systems experience
•Bilingual (French/English) is considered an asset

Preferred Qualifications:
•5 years of Call Center / Customer Service experience
•5 years of management experience preferably in a Call Center
•Workforce Planning knowledge and experience