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|Position Title/Titre du poste
||Supervisor, Client Access Center - Cira - Toronto
|Job ID/ID Travail
|Postion Reports to [Title]
Supervision & oversight of Client Access Center team in functional areas such as Intake, Reception, Booking, Digitalization, Exam coordination etc.
As a condition of employment, this position is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks and Credit check.
|Competencies required to succeed
- Professional demeanor and strong customer service skills
- Superior communication skills both written and verbal
- Strong organizational skills with an ability to re-prioritize tasks and manage time effectively
- Team player and excellent interpersonal skills with ability to interact with all individuals in all levels within the organization
- Ability to work well under pressure and maintain composure in a fast paced and changing environment
- Reliable and punctual
- Ability to work independently with minimum supervision
- Ability to use good judgment and hit the ground running
- Individual must demonstrate the ability to direct staff and work effectively in a team environment
- Passionate about people and quality, enjoy mentoring others and have previously demonstrated the ability to motivate individuals
- A positive, “can do” attitude and customer service approach ensuring all inquiries are effectively dealt with in a timely manner
- Demonstrated ability to be proactive in identifying problems and implementing solutions
- Provide day to day supervision of team
- Mentor, train, and develop direct reports
- Respond to daily inquiries from team
- Respond daily to inquiries from other CIRA staff
- Responsible for full employee cycle (interview, hire, onboard, manage performance, annual performance reviews, exits)
- Manage daily scheduling needs (vacations, sick days, etc.) for direct reports.
- Responsible to ensure service levels of unit are achieved
- Responsible for coordination of information between teams (CAC, PODS, Assessor Management)
- Provide CAC reporting, as identified by the organization.
- Identify process improvements and action with Manager, Operations for consideration/implementation
- Other duties as required by management
|Education, knowledge and experience required
- Post secondary education or certification in related studies
- Minimum of 3 years proven supervisory experience required
- Previous experience in the IME industry is an asset
- Exceptional MS Office skills (Outlook, Word, Excel, PowerPoint, Explorer)
- Previous experience and comfort level using other software/databases
- An equivalent combination of skills, qualifications and abilities may be considered
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