Job Description

What you'll do:

• Reporting to the Manager Policy, Program Development & Readiness, this position is responsible to provide day-to-day direction and leadership to the Call Centre Unit including manage the call centre and provide quality customer service through staff supervision, performance management, coordinating workflows, and provide training for the Call Centre team.
• Provide day to day direction and management to Call Centre unit, including coordination of work and formal and informal coaching, mentoring and training.
• Develop processes for the unit ensuring they are aligned with the divisional and corporate strategic plans.
• Provide expertise and contribute to the analysis and formation of internal policy, procedures, and service strategies to ensure program delivery is in accordance to federal/provincial/territorial agreements.
• Lead and manage the team that conducts the annual process to enrol producers in the AgriStability Program.
• Focus on continuous improvement with the call centre team in delivering excellent customer service and assist in resolution of customer complaints.
• Explain and enforce program guidelines and procedures to subordinates, internal and external customers.
• Communicate customer issues and trends to senior management, as required, to ensure proactive organizational response including customer service and program enhancements.
• Collaborate with others within the AgriStability Unit and across the organization to leverage synergies in program delivery to enable service excellence.
• Prepare detailed correspondence and reports to senior management.

• To be successful in this position you will need a diploma in Agriculture or Business with e xperience in customer service and progressively more responsibility in supervising and managing a team . Consideration may be given to those with an equivalent combination of education and experience. Other qualifications include:
• Supervisory skills demonstrated through effective leadership, with the ability to manage people in remote locations.
• Verbal and written communication skills with the ability to explain complex policies and procedures, and deal with volatile situations in a professional manner.
• Interpersonal skills which enable a natural ability to establish relationships with customers and staff to further support our goal of exceptional customer service.
• Organizational skills with the ability to meet deadlines and adapt to shifting priorities.
• An agricultural background with extensive knowledge of business risk management programs and current farm practices considered an asset.
• Knowledge and experience with computer applications such as Microsoft Office.

• Service Excellence: Uses customer feedback to make changes in work and personally commits to resolving customer issues. Evaluates service delivery and makes recommendations to enhance the customer service experience. Follows through on commitments and responds to inquiries, emails, requests and complaints in a timely fashion.
• Personal Leadership and Development: Listens and influences others to generate enthusiasm. Recognizes strengths and is open to feedback on enhancing skills. Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy.
• Strategic Thinking: Commits to achieving success at the team and organizational level. Listens and influences others to generate enthusiasm and commitment to the organization’s vision, values, mission and strategic direction. Prioritizes work in alignment with organizational objectives.
• Decision Making: Able to adapt decisions based on new and changing information. Decisions are aligned with position responsibilities, boundaries and organizational policies and practices. Uses information to make timely and appropriate decisions for the position.
• Innovation: Seeks opportunities for innovation and continuous improvement. Adapts methodology and ideas quickly for immediate or anticipated changes in the environment. Challenges the status quo when needed and looks for ways to improve internal processes or practices.
• Analytical Thinking: Breaks down issues to identify core components. Makes suggestions at team meetings and to manager on potential/known issues and possible solutions. Offers solutions based on available resources.
• Team Collaboration: Encourages, supports and motivates team members to share ideas, knowledge, solutions or concerns. Brings forward ideas, solutions and concerns to help the team problem solve and build solutions. Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths.
• Building Organizational Community: Works independently, interdependently and participates as a contributing member across work teams. Actively builds relationships by establishing respect, trust, support and understanding. Communicates team objectives and accomplishments both inside and outside the team.
• Communication: Presents constructive feedback or difficult communication in a manner that supports expectations and fosters an open conversation. Conveys understanding and empathy from the other person’s perspective. Presents information with clarity and consistency.
• Accountability: Strives for excellence in personal performance and coaches others to perform at their best. Holds colleagues and teams members accountable for their behaviours. Promotes integrity in others by maintaining consistent values and performance standards.
• Performance Management: Makes timely decisions to move work forward; takes responsible risks to improve services and achieve goals. Coaches and motivates others to strive to be the best and achieve quality results.
• Planning and Risk Management: Establishes internal controls, within own work unit/team, to detect problems or issues as they occur and make necessary corrections. Continually adapts priorities and responsibilities in response to changing needs. Organizes and prioritizes work to implement plans.
• Process Management: Anticipates potential resource problems and makes needed adjustments to reduce concerns. Recognizes and uses corporate culture, organizational process and underlying knowledge to produce the best results. Demonstrates thorough understanding of structures and processes within own work unit.