Manager, Client Services - Edmonton, Canada - Alberta Construction Safety Association

Alberta Construction Safety Association
Alberta Construction Safety Association
Verified Company
Edmonton, Canada

4 weeks ago

Sophia Lee

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Sophia Lee

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Description
The Alberta Construction Safety Association (ACSA) is a registered independent not-for-profit society whose Mission is:_
- _

  • Leverage industry _
- expertise_
- through engagement, products, services, and education to support the continuous improvement of the safety culture in Alberta's construction industry_
- ._


Manager, Client Services

Duties and Responsibilities:


Management of Administrative Functions:

***Oversee and enhance Registration and Reception administrative functions. Manage the National Construction Safety Officer/National Health and Safety Administrator program, including acceptance, equivalencies, exams, etc.


Operational Efficiency:

***Manage the call queue to ensure timely and effective response to inquiries.

  • Continuously improve workflow by creating and revising procedures.

Relationship Building:

***Build and foster relationships across ACSA departments and offices to facilitate work coordination. Ensure stakeholder needs are met through effective collaboration.


People Management:

***Resolve problems and address performance issues within the team.
-
Handle work assignments, new staff hiring, orientation scheduling, and training.


Strategic Contribution:

***Contribute to management meetings and strategic planning.
-
Provide updates and reports to the Board or Leadership team regarding client services.


Qualifications:


Education

  • Postsecondary certificate/diploma in Business Administration or related field. Strong computer literacy skills. Proven experience in client services management or a related role.

Experience
years of related experience. Sales and/or customer service background an asset.
Job Requirements an

d Skills

  • As a frontline team leader, acts as a role model, and leads team to high performance.
  • Actively seeks opportunities for process improvement within operations and is open to developing new, creative approaches to challenges.
  • Collaborates with various stakeholders within the organization, leveraging effective communication and cooperation to drive positive outcomes in the organization's initiatives.
  • Responsible for recruiting, selecting, training and supervising the team of client service professionals.
  • Conduct performance evaluations, provide coaching and feedback, address any performance issues.
  • Work in collaboration with Information Management department to oversee call centre technology, including call routing systems, LMS and CRM software and any related tools and platforms.
  • Handle escalations effectively and demonstrate a proactive approach to client satisfaction
  • Develop and implement efficient client service strategies, policies, and procedures to enhance productivity, quality and client satisfaction.
  • Stay updated on industry trends, best practices, and emerging technologies related to client service operations.
  • Participate as part of ACSA's leadership team.
    Logistics
  • Adaptable work schedules within standard operational hours from 7:30 am to 4:30 pm.
  • This role operates on a hybrid work model, based out of our Edmonton office.
  • Directly reporting to the CEO
  • Only those applicants invited to participate further in the hiring process will be contacted.
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