LAA-26-57 - Temporary Client Services Manager (12 Months)

Reporting to the Associate Director, Client Assessment Services, some of the key responsibilities include:

Leads and develops the team to ensure quality and consistence performance, stability and resource management

Supports day to day activities of the LIS team by coaching, mentoring and guiding the team through difficult calls and escalated situations, educating the team on processes, practices and job expectations

Manages performance expectations by having regular conversations, providing feedbacks and completing the annual Performance Excellence Planner as required

Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies

Develops and maintains external stakeholders’ relations

Responsible to observe any gaps in NET/Appointing/CP activities/Gateway along with any additional channel of incoming work.

Responsible for assigning daily duties off the phone to employees

Ensures effective and consistent communication throughout the team, encourages feedback and client insight in order to enhance the client experience

Work collaboratively with HR and Senior Managers on all employee relations issues

Ensures proper recognition and tribute of staff

Oversight of facilities ensuring proper maintenance and improvements

Approval of Timesheets and Expense Claims of direct reports

Participates on LAA committees or projects, and other duties as required

Post-secondary degree or diploma in criminal justice, business management or a related field is preferred

3 – 5 years experience working in a contact centre environment

Experience managing/supervising in a small to mid-sized office environment is an asset