- Lead the workforce in order to meet SLR's and SLO's, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture.
- Assign workflow and oversee departmental activities for effective utilization of resources and systems.
- Identify opportunities for improvement and work with the Continuous Improvement agents to lead change.
- Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
- Play a key role in change management by encouraging innovation and creativity.
- Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
- Lead the workforce to contribute to a positive workplace and to the growth of a successful business.
- Other duties as required
- 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.
- 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.
- Must clear Federal Reliability Security Clearance
- Must be bilingual (French and English)
- Competitive market-based salaries
- Comprehensive employer-paid benefits
- Three weeks of paid vacation
- Group Retirement Savings Plan
- Hybrid and remote work environments in Canada
- Employee appreciation events
- Accountability - Accepting responsibility to solve problems and rise to each challenge
- Collaboration - Partnering to instill trust and working as one
- Compassion - Empowering humanity by applying empathy and insight to every interaction
- Customer Focus - Cultivating an authentic desire to help others succeed
- Innovation - Embracing change and championing new ways forward
- Respect - Valuing the work we do, who we do it with, and the people we serve
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Bilingual Supervisor - Ottawa, Canada - Equest
Description
Description & RequirementsAbout Maximus
At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.
Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.
Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.
We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process
Department Overview
This is a front line support service connecting citizens with all the information and referrals they need quicker and with higher satisfaction.
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.
Your typical week at Maximus
Knowledge, Skills and Abilities
We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:
Salary Range - $59, $64,048.99 CDN
Maximus Global Core Values
Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies, Please)
EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.
