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Title: Director, Career Development Programs (PM4) Location: St. George (downtown Toronto) Other Locations: Under the general direction of the Assistant Dean, ...
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Title: IT Systems and Development Specialist (Pay Band 12) Location: St. George (downtown Toronto) Other Locations: Under general supervision of the Director ...
Title: Senior Development Officer (Band 15) Location: St. George (downtown Toronto) Other Locations: The Senior Development Officer (SDO) is part of a team ...
Title: Facility Manager (PM 4) Location: St. George (downtown Toronto) Other Locations: This job is responsible for assisting the CAO in identifying the direction, ...
SUMMARY: The Dispatching Team Development Manager will be responsible for training, developing and mentoring a team of excellence. The incumbent is responsible for the performance and development of each Dispatcher on their team, including improving productivity and coaching and improving quality.
FUNCTIONS AND RESPONSIBILITIES 1. Act as a coach and resource person for Dispatch regarding BLJC's contracts and services (6-10). 2. Complete and review Coaching and Performance Planner for each Dispatcher. 3. Complete and review Career Development Planner (Optimizer) for each Dispatcher (quarterly). 4. Through regular performance meetings, set goals and track the progress of each Dispatcher. Identify training needs and performance gaps. 5. Execute performance plans for Dispatcher who are not meeting targets including progressive disciplinary steps. 6. Complete disciplinary action as required up to and including employee terminations. 7. Reporting: Complete and review Productivity Tracking Sheets, review Attendance Tracker, review Quality Monitoring reports. 8. Motivate Dispatcher's through consistent recognition, goal setting, team contests and by generally fostering a positive environment. 9. Perform call monitoring for the purpose of coaching and quality improvements. 10. Conduct customer service training. 11. Take calls as required. 12. Responsible for hiring new staff 13. Performs other duties as assigned.
KNOWLEDGE AND SKILLS 1. Excellent oral and written communications skills (French is an asset). 2. Strong interpersonal skills. 3. Demonstrated leadership and people management skills. 4. Strong decision making and problem solving skills. 5. Strong listening skills. 6. Strong understanding of Call Centre performance metrics. 7. Strong understanding of progressive disciplinary methods. 8. Ability to work independently with little or no supervision. 9. Ability to prioritize efficiently and cope well with deadlines and workloads. 10. Adaptable to change and good at managing stress. 11. Ability to motivate and coach employees. 12. Proficient in Microsoft Word, Excel, PowerPoint as well as BLJC's internal systems.
