Job Posting- Call Center Manager Edulinx!

Any body here want to apply? Posted June 2 on Workopolis.com



Found this job posting.... hmmmm. You would think that "knowledge of the Canada Student Loans Regulations would be a requirement" ... but its NOT LISTED!!!!!!!

Could that be part of the problem?
:)

Job order - J0604-0103 - Full Time
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Title Bilingual (French and English) Manager-Call Centre
Category Call Centre (Sales & Service)
City Mississauga, Ontario, Canada

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Job Description Business Unit Description:
EDULINX Canada Corporation is a wholly owned subsidiary of CIBC and is a service provider dedicated to providing end to end service solutions for government student loans.

The Client and Customer Services Division of EDULINX supports an inbound call centre that fields questions from bilingual student borrowers who may have questions or concerns about their student loans at various stages in the student loans life cycle.

Key Accountabilities / Activities:
JOB REQUIREMENT:

This job has access to Protected B-data and as a result the incumbent is required to obtain their Personal Enhanced Reliability Check (PERC) clearance, prior to commencing the job.

JOB OVERVIEW:

The primary focus of this role is to develop, motivate and coach bilingual Call Centre Representatives to achieve exemplary customer service. This will be gauged through both quantitative and qualitative measurements within a continuous improvement philosophy. The incumbent(s) will align team members’ individual goals with that of the business. Personal success in this role can be determined by the gained ability to create a shared vision of what success looks like, coaching others on how to be successful, and by encouraging the sharing of knowledge and learning which will constantly raise the standard for the service offerings experienced by the customer.

SUMMARY OF ACCOUNTABILITIES:
·Motivate and inspire excellent customer service and departmental culture.
·Coach team of bilingual Customer Service Representatives (CSRs) to fulfill both corporate and personal goals.
·Liaise with Director and peers regularly to ensure issues and ideas are communicated and addressed in a timely and effective manner.
·Support Call Centre staff and processes primarily during afternoons and evenings. Ensure Manager coverage to end of Call Centre business day.
·Identify and remove obstacles that stand in the way of individual team and business performance.
·Facilitate the team in developing innovative solutions to problems.
·Provide expert advice and coach team members on challenges related to customer handling, products, and services.
·Monitor service activities of the team to ensure customer and business expectations are met.
·Provide ongoing support to team staff in their development through performance management, continuous feedback, performance reviews and learning opportunities.
·Lead team meetings and huddles on regular basis.
·Provide consultation and/or support to CSRs.
·Liaise with other department managers as required in order to provide guidance and learning on managing difficult situations, and complaint handling skills.
·Represent the team on improvement projects, when required.
·Regularly update knowledge about new products, procedures and organizational changes, etc., in order to answer staff and/or customer queries promptly.

Requirements:
COMPETENCY REQUIREMENTS:

·Demonstrated people management and leadership skills required, preferably within a service-driven environment.
·Flexibility to work various shifts based on Call Centre business need.
·Comprehensive understanding of quality principles, quantitative measurements and the dimensions of service excellence, as demonstrated in previous work experience, strongly preferred.
·Consulting skills, including facilitation and coaching, as demonstrated in previous experience, required.
·Understanding of learning principles (from an employee and an organization perspective).
·Proven ability to interpret and communicate moderate to complex data.
·Demonstrated understanding of customer escalation principles highly preferred.
·Extensive knowledge of the company policy and procedures.
·Superior communication skills (listening/verbal/written) in both English and French essential
·Excellent interpersonal skills
·Understanding of complex concepts and procedures, and the ability to take effective and decisive steps to deal with such concepts and procedures.
·Proven ability to meet deadlines and deliver on commitments.
·Demonstrated skills in participating in change management, having the ability to implement and lead change efforts.
·Computer (PC - Windows environment) aptitude and literacy required.
·Meeting and/or exceeding current job performance metrics in current role
·Minimum 6 months of supervisory and or/coaching experience
·Minimum of 1 year in current role