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June 10, 2019 - Shift Supervisor | Ottawa | COMPETITION # 2019-039

JOB POSTING: COMPETITION # 2019-039
 
DATE: June 10, 2019
POSITION:Shift Supervisor
LOCATION: Ottawa
START DATE: Immediately
MINIMUM START SALARY: $58,000 Per Annum
POSITION STATUS: Permanent; Full-time, 35 hours per week
 
POSITION SUMMARY:
Reporting to the Manager, Operations of the Scheduling Centre, the Shift Supervisor acts in a leadership role assisting all Assignment Coordinators on a regular basis, maintaining a professional level of performance and ensuring good customer relations providing training programs and statistics. Working in collaboration with the Manager, Operations of the Scheduling Centre, the Shift Supervisor is responsible to oversee workload and performance for all the day-to-day activities of centre staff including coaching, disciplinary measures and evaluation of personnel. The Shift Supervisor oversees the smooth and effective operations of scheduling services and manages approximately 35,000 requests per year from across the province in four languages e.g. English/ASL and LSQ/French.  The Shift Supervisor provides quality and motivational support as well as time keeping and developing safety policies
 
MAJOR RESPONSIBILITIES:
Direct Service
 
Coach and mentor individual staff to encourage exceptional performance 
Review daily transactions on the Scheduling and Business Management system to ensure accuracy, prompt processing of  requests 
Ensure policy and procedures are understood and consistently followed by Assignment Coordinators  
Recommends and implements system changes that support process flow
Resolve immediate problems within the unit and report ongoing problems to the Manager, Operations. 
Propose revisions to systems and procedures, as necessary, to ensure efficient service and to accommodate changes in processing and reporting as required by funders, Program Manager and Program Director
Provide appropriate back up for Assignment Coordinators and Manager, Operations in their absence
Ensure health safety and development of safety policies 
Other duties as assigned
 
Administration
 
Respond to service complaints 
Provide statistical information as required
Maintain client database (archive inactive files; remove incorrect and duplicate records)
Maintain accurate staff attendance records, process employee records, and submit payroll information as required and support administration
 
Supervision
 
In collaboration with the Manager, Operations, recruit, supervise, evaluate, discipline and terminate staff as required
Orient and train new staff
Identify staff training needs to ensure competencies
 
LINE OF RESPONSIBILITY:
Reports to the Manager, Operations of the Scheduling Centre
 
QUALIFICATIONS:
2 or 3 year College diploma in Business Administration, interpreting training or equivalent
Prior supervisory experience preferred
Prior experience in working as part of a call/scheduling centre
Working knowledge of financial reporting and budgeting
Strong knowledge of appropriate legislations related to accessibility
Strong focus on customer service
Demonstrated excellent interpersonal, communication and organization skills
Demonstrated excellent analytical and problem-solving skills
Ability to balance workload, to maintain high levels of customer satisfaction
Ability to respond to shifting priorities and multi-task and meet deadlines
Proficiency with Microsoft Office Suite, database and video conferencing technology 
Knowledge of issues related to hearing loss and Deaf Culture
Demonstrated sensitivity to working in a culturally diverse environment
Proficiency in English and ASL required, Proficiency in LSQ and French or willingness to learn 
 
ADDITIONAL INFORMATION:
Work hours are 8 AM to 4 PM and 12 PM to 8 PM Monday to Thursday and 8 AM to 4 PM or 9 AM to 5 PM Fridays rotation with the other Supervisor 
Occasional local or out of town travel e.g. presentations, training, etc.
 
CLOSING DATE: June 19, 2019 Internal* External - Until filled
 
Please note that as per the terms of our Collective Agreement, qualifying internal candidates will be considered first. External candidates will be contacted if you are selected for an interview. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), CHS will provide accommodation, accessible formats and communication supports for the interview upon request.
  
EMAIL RESUME AND COVER LETTER TO: careers@chs.ca
Subject Line: Competition #2019-039
 
Please email your resume and cover letter as an attachment or paste the Cover letter and resume into the body of the email. Remember to put the competition number in the subject line. Thank you for your application.
  
THE CANADIAN HEARING SOCIETY SUPPORTS AN AFFIRMATIVE ACTION HIRING PROCESS FOR CULTURALLY DEAF AND HARD OF HEARING APPLICANTS.
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