Assistant Operations Manager

viiz Communications Canada, Inc. - Calgary, AB (29 days ago)

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Assistant Ops Manager – Emergency Response and Customer Service

Job Description

This position is responsible for the hiring, onboarding, oversight of all activities and personnel within the incumbent’s line of business.

Our teams are responsible for efficiently and effectively receiving, documenting and relaying information via inbound calls as a third-party connection service for emergency situations such as medical, fire, motor vehicle accidents in addition to non-emergency customer service calls for directory assistance, operator services, and message relay services connecting callers as appropriate. The successful candidate will need to be able to conduct their duties under pressure and diffuse emotionally charged interactions in a highly repetitive environment.

Responsibilities

Promote a positive, respectful and inclusive environment for our culturally diverse team while leading by example

  • Lead and develop employees while multi-tasking on projects (strong coaching and effective leadership skills)
  • Complete employee life cycle management including hiring, evaluation, goal setting, actionable feedback and progressive discipline; taking responsibility for all aspects of team performance
  • Experience with call centre live-answer, monitoring, management software to actively monitor daily activities
  • Experience managing contact centre metrics (service level, idle %, AHT, etc.) and performance targets (quality, abandon, etc.)
  • Effectively and efficiently handling any equipment or connection outages while arranging for prompt repair
  • Answer incoming or escalation calls for all lines of business when activity requires
  • Investigate and respond to complaints from clients or callers displaying exceptional resolution and de-escalation skills
  • Investigate and provide feedback to all members of the incumbents LOB
  • Maintain staffing levels and attendance records when team members are late or absent taking the appropriate action
  • Assist in planning and scheduling of ongoing development training
  • Contribute to the design and redesign of processes and procedures
  • Ability to use judgment, tact and initiative when dealing with clients, callers and viiz team members
  • Ability to retain emotional control
  • Superior interpersonal skills and customer service skills
  • Proven problem solving and decision-making strategies
  • Strong verbal and written communication skills
  • Excellent analytical, interpretive, organizational and time management skills with strong attention to detail in a fast paced, ever-changing work environment
  • Assist in all operational functions when workload demands

Qualifications

  • 2 or more years of previous experience in dispatching, emergency response services, call centre or customer service
  • 1 or more years of supervisory and leadership experience in a contact centre or closely related field
  • High School Diploma or GED equivalent preferred
  • Successfully pass pre-employment background check
  • Fluent English speaking, reading and writing abilities
  • Bilingual in French or Spanish would be an asset
  • Ability to type a minimum of 45 words per minute with 95% accuracy
  • Must have reliable transportation to meet shift requirements as this is a 24/7 call centre
  • Must be able to work non-standard business hours and/or overtime when required

The essential functions include but are not limited to the above duties and responsibilities which are not listed in any particular order of priority and may be amended or added to by viiz Communications at any time.

Hours: Shiftwork – Day, Evening, Night, Weekends, Holidays

Job Type: Full-time

Job Type: Full-time

Experience:

  • emergency response: 2 years (Preferred)
  • contact center supervisory: 2 years (Preferred)