The Call Centre & Project Support Manager is responsible for seamlessly managing a 7-workstation call centre dedicated to survey data collection, reporting directly to the Senior Manager. Overseeing a small to medium-sized team of casual staff, this role encompasses human resource administration, data collection and survey reporting management, project support coordination, and strategic collaboration with the Senior Manager to optimize resources and skilled workforce for future projects. The Call Centre & Project Support Manager also handles administrative support and efficient communication logistics.
Direct responsibilities include proficiently managing casual interviewer and supervisor staff, encompassing hiring, training, scheduling, payroll processing, job requests in Workday, performance evaluation, conflict resolution, and timely termination as needed.
The position entails overseeing call centre operations, ensuring smooth systems and equipment maintenance, acting as the main point of contact for the department with MFCF and IST, and managing the department website and social media accounts.
Furthermore, the incumbent actively collaborates in managing survey data collection, coordinating survey testing, setting up surveys, modifying properties and settings, executing survey distribution, purchasing and loading phone samples, overseeing data quality monitoring, reporting on interviewer key performance indicators, approving field documentation for data issues, and creating comprehensive data reports for clients and project managers.
This position provides extensive project support, working closely with the Senior Manager and Project Managers to drive the department's success. It serves as the primary point of contact for incoming requests to department and project-specific email accounts and handles telephone inquiries while managing administrative responsibilities.
This position is contingent on funding.
Leadership and Staff Management, including but not limited to the following:
Call Centre Operations and Management of Department Web Pages and Social Media, including but not limited to the following:
Manage Telephone Survey Data Collection and Reporting, including but not limited to the following:
Project Support and Web Survey Administration, but not limited to the following:
Administrative Support and Communications for SCSRU, including but not limited to the following:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at firstname.lastname@example.org or 519-888-4567, ext. 45935.
In just half a century, the University of Waterloo, located at the heart of Canada's technology hub, has become one of Canada's leading comprehensive universities with 35,000 full- and part-time students in undergraduate and graduate programs. Waterloo, as home to the world's largest post-secondary co-operative education program, embraces its connections to the world and encourages enterprising partnerships in learning, research and discovery. In the next decade, the university is committed to building a better future for Canada and the world by championing innovation and collaboration to create solutions relevant to the needs of today and tomorrow. For more information about Waterloo, please visit www.uwaterloo.ca