Assistant Manager Call Centre

PRIMARY DUTIES

• Perform call audits including coaching sessions at individual and team level.
• Support employee questions and escalations as related to procedures, process, scripting, billing, claims, systems.
• Assist the Manager in all day to day activities in leading the Team. Assume manager role in absence of department manager
• Workforce management and on floor supervision to ensure adherence to schedule, attend daily staffing meeting
• Facilitate Monthly team meetings and training classes
• Produce employee and department reports
• Miscellaneous activities including onboarding new employees, oversee direct reports, vacations, overtime, new department initiatives, testing, incentive programs, troubleshoot system issues and/or errors.
• Representative on department projects spanning across the organization.
• Assist with Recruitment and selection process for the Operations department
• Champion of change management and contributes in developing strategies for team building and employee engagement.
• Participate in cross functional department initiatives
• Support all Canadian Operation teams

QUALIFICATIONS REQUIRED

• College Diploma or equivalent work experience and minimum 4 years of relevant work experience, with supervisory and/or leadership experience.
• Fluent in French and English
• Strong communication skills verbal and written
• Call Centre or previous insurance experience
• Working knowledge of Microsoft suite (excel, word, PowerPoint, etc)
• Must be detailed minded, analytical and possesses excellent customer relations skills
• Project management and developing scripts an asset