JOB SUMMARY:

The employee in this classification is responsible to organize, coordinate, schedule and direct the work of staff in their day to day activities to ensure the adherence of corporate policies and procedures pertaining to customer and business support. This position will also be responsible to develop, monitor and audit performance metrics, and provide administrative and communication support including the provision of performance evaluation and coaching as required.

KEY ACCOUNTABILITIES:

• Act as a primary resource and provide support to staff in their day to day work activities while  initiating  and leading the development of efficient work procedures
• Administer, verify and approve internal documents and systems and develop, implement and direct the preparation and distribution of departmental work flow
• Gather, prepare and submit operational and statistical information and reporting documentation
• Review, evaluate and score work performance, comparing to quality and operational performance standards and assist in training and development efforts
• Prepare staff work schedules, and assign resources effectively to meet business support requirements  
• Communicate departmental expectations, work assignments and deadlines
• Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation
• Provide excellent customer services to internal and external customers, following corporate quality guidelines
• Maintain files and records associated with the department
• Participate and/or lead team and departmental meetings as required
• Assist in the coordination of staff training, development and performance assessment
• Participate in continuous educational and professional development as required
• Other related duties as assigned

KNOWLEDGE/SKILLS/ABILITIES:

• Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;
• Five (5) years of related experience in a business support function, or equivalent
• Knowledge of customer service operations and quality standards
• Proficiency with MS Office Applications (i.e. MS Word, Excel, etc.)
• Ability to act as a team leader and coordinate and direct staff engaged in a variety of tasks
• Ability to communicate in a clear, concise manner in both written and verbal form
• Ability to analyze complex problems and recommend and implement solutions
• Ability to deal with conflict and recommend solutions to difficult situations
• Ability to operate with minimal supervision