Bilingual Assistant Manager, Service (18-Month Contract)

Job Description

What You’ll Do :

Reporting to the Service Manager, Quebec Group Home & Auto , you’ll   be supporting the efficient and effective operation of the Service Broker team including ensuring proper scheduling and staffing levels to support and achieve call center metrics. Responsible for setting targets, analyzing and responding to call center performance data such as customer satisfaction and service level results, coordinating workflow, and communicating with other managers in a matrix environment .

The core parts of your role will be to :

• Supporting management in the application of quality principles and practices to establish a strategic approach to improve the organization’s operational efficiency.
• Understand and follow the established strategic initiatives in order to achieve financial objectives. This includes gathering pertinent business, competitive, financial, service and operations information and provide input to prepare and execute on an annual budget in terms of revenue and expense.
• Build, develop and retain a high performing team with a clear focus on reducing customer effort and addressing customer issues. This includes recruiting, selecting and training individuals, performance management, communicating strategies and objectives and providing employees with the necessary resources.
• Ensure call centre operational standards, customer service, policies, programs and procedures are always maintained.
• Engage employees by communicating job expectations and competencies necessary to be successful.
• Ensures efficient and effective operations, including setting targets.

Qualifications

Let’s Talk About You :

This is the unique blend of skills and experience we would love to see in an ideal candidate :

We also consider your potential.   If you know you have what it takes to do the job, but your experience doesn’t exactly match the qualifications above, we encourage you to apply and provide us with more details about why you think you would be a great fit.

Additional Information

Some of the Perks We Offer :

We offer best-in-class pension and benefits, total reward programs and comprehensive mental wellness supports to set you up for every success in and outside of work. Here are just some of the reasons you’ll love working here :

Let’s work together! If you are interested in this opportunity, please  apply online.

OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavor to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities.

As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique.

We are an equal opportunity employer and encourage applications from all qualified individuals. We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.

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