Supervisor, Contact Centre - Federal

at  MAXIMUS Services LLC

POSITION SUMMARY

The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, employee development, driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.
The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI’s) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high performance culture.

KNOWLEDGE, SKILLS AND ABILITY

• Recruit, select and hire individuals most qualified to perform the requirements of each position.
• Provide leadership to ensure Quality Assurance goals are met.
• Monitor, track and report a designated number of Quality Assurance checks for each employee, each month.
• Initiate appropriate timing and phases of the performance management continuum:
• Identify high-performing/high-potential employees and facilitate development through “stretch assignments” or other employee development strategies available.
• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.
• Ensure all processes adhere to client and MAXIMUS Canada policies.
• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.
• Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employees.
• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes).
• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.
• Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.
• Acknowledge and reward employee achievement through formal and informal employee recognition activities or programs.
• Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company’s business goals and to a positive, quality-driven workplace culture.
• Collaborate with clients, clients’ affiliates and Maximus stakeholders to recommend changes to business policies and processes.

EDUCATION AND EXPERIENCE

• Minimum 2 years’ experience supervising an operational unit of a least 15 employees
• Current and/or relevant call centre leadership experience an asset
• Related post-secondary education in business administration, human relations, public administration, etc.
• In-depth knowledge of Contact Centre operations
• Knowledge of the principles of employee engagement and motivation
• Proven experience in business process improvement
• Principles related to human rights and employment standards legislation
• Proficient knowledge of MS Office suite; Word, Excel, PowerPoint, etc.

Other

• Must clear Federal Reliability Security Clearance

Please refer the Job description for details