Bilingual Manager, Client Services – 12-month contract opportunity

Organization NameJob CategoriesPosition TypeRegion and Location(s)Career LevelSalaryAd Online SinceApplication Deadline
CaRMS
  • Customer Service / Support
Contract - Full Time
  • Ontario - Ottawa Area - Ottawa
Manager (Supervisor of Staff)N/A2019-11-292019-12-13

The opportunity: 

The Canadian Resident Matching Service (CaRMS), located in downtown Ottawa, is seeking a bilingual, client-centric, talented leader with a passion for promoting positive relations with our clients and stakeholder groups.  Reporting to the Chief Executive Officer, this position will play an important role in developing and implementing effective client service solutions which are aligned with our established client service priorities.    

The role:

  • Manages the client services team including the documents department within established resource plans including budgets, by providing leadership, direction, goal setting, training, monitoring of goals, evaluating results and providing consistent coaching and guidance to staff.
  • Company representative for maintaining Quebec relations and can effectively partner with the bilingual client service coordinator to conduct Quebec school presentations.
  • Develops workplans including tasks and projects, to ensure CaRMS clients receive excellent support and are best prepared for their match experience.
  • Collaborates with internal departments on client facing issues and works to resolve problems efficiently and effectively for a positive client outcome.
  • Liaises and promotes positive relationships between stakeholder groups and CaRMS and represents CaRMS at various events and meetings.

Qualifications and competencies:

Language:

  • Fluently bilingual in French and English

Education:

  • University degree or equivalent education/experience

Experience:

  • Experience managing call center employees is preferred
  • Minimum of 5 years of client service experience
  • Experience developing and facilitating presentations to external client and stakeholder audiences in French and English
  • Experience providing advice to Managers and staff on all aspects of the client services function

The successful candidate:

You will have superior client service and oral and written French and English communication skills to provide an exceptional client experience to our stakeholder groups.  You are a strong leader who embraces continuous improvement of our product and services and enjoys leading through change to meet our client and stakeholder needs.  You will be an engaged advocate for Quebec relations and enjoy presenting in front of large groups to educate our clients on our match process.

You are a team player with strong analytical skills that helps your team members meet performance expectations by developing and tracking key performance indicators.  You can meet deadlines while remaining focused and flexible.

If you are contacted by CaRMS for a job opportunity and require any accommodation or assistance, please inform us directly at hr@carms.ca.

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