Assistant Contact Centre Manager
Marberg Staffing - Toronto, ON

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Assistant Contact Centre Manager is required for one of our public sector clients. Will be responsible for the daily management of issues response and the supervision of staff, including initial intake, assessment, triage and complaints resolution. Will assist Contact Centre Manager to implement strategic directions for the team and to manage workflow efficiently. Will be directly involved in resolving individual stakeholder problems and complaints as well as participating in broader investigations that affect policy direction and broader organizational and systemic change. Will also be providing guidance on service team’s written and verbal responses to clients as well as detecting and analyzing complaint trends to produce relevant statistics and reports. The ideal candidate should have a minimum of 2 years team leadership experience with a proven ability to use sound judgment when making decisions. Must demonstrate the ability to manage demanding workloads, have superior writing skills and be able to communicate effectively and efficiently with clients and coworkers. Preference will be given to those with experience in complaints resolution and those with experience in public sector organizations. Full time permanent position with excellent benefits.