Assitant Manager - Call Centre

MAIN OBJECTIVE
Ensure that the quantity and quality of telephone interviewing required of the Call Centre by the Company is fulfilled on a timely basis by supporting the Manager in all activities necessary to the effective operation of the Call Centre and assuming responsibility for its day-to-day management in the absence of the Manager.

RESPONSIBILITIES

Ensure assigned projects are completed correctly and on time by managing the day-to-day functions of the Call Centre including setting appropriate staffing levels, creating daily project schedules, and ensuring appropriate briefing of monitors, supervisors and interviewers and ongoing monitoring of quotas to ensure all targets are met.
Ensure that all staff are knowledgeable of the rules and procedures of the Call Centre and that these are enforced consistently and fairly among all staff.
Ensure company standards regarding work quality are being met by verifying monitoring requirements, supervising staff in their daily duties and ensuring all status and productivity reports are up to date and communicated to Field and other Departments as needed.
Keep the Manager informed of any personnel problems, concerns or suggestions; equipment or physical environment problems and any other recommendations for the improvement of the Call Centre.
Ensure that the appropriate number of trained and motivated supervisors and interviewers are available to meet the Company’s requirements by assisting the Manager in recruiting, training, personnel record maintenance and performance evaluations.
During the absence of the Manager assume responsibility for all day-to-day activities necessary to ensure the effective performance of the Call Centre.

QUALIFICATIONS
Education: High School Diploma; College or University Degree preferred.

Experience: Telephone interviewing, and 6 months as a supervisor with CCL.

Skills: Working knowledge of supervisor and interviewer functions; problem/conflict resolution; good verbal and written communication skills, training skills and public speaking; CATI; word processing; keyboarding 40 wpm. Good command of both French and English languages.

IMPACT OF RESULTS
Could lose a client due to poor interviewing on a project. If staff levels not properly maintained could impact volume of work handled and ultimately lose clients.

CONFIDENTIAL AND SENSITIVE INFORMATION
Client/survey confidentiality, employee payroll and personnel information, pay rates, supervisor/ interviewer evaluation.

SUPERVISORY RESPONSIBILITY
Titles and numbers of employees reporting to position:

Supervisors        10-15
Interviewers        150 - 210

If you are interested in this position, please respond by Wednesday December 23rd, 2009 with a resume either via email or fax to:

Ali Tahir
1220 Sheppard Avenue East, Suite 201
Toronto, ON
M2K 2S5
atahir@consumercontact.com (please include “Assistant Manager Position” in the subject line)
Fax (416) 493-5357