Company: Peninsula Employment Services Limited
Department: HR Advisory
Location: Toronto, ON (On-site role)
Salary: $85,000 - $100,000 DOE
Type of Employment : Permanent
Full/Part-Time : Full-Time
Hours of Work : 37.5
Working Days : Monday to Friday
About Us
Peninsula Canada is a provider of external HR and OHS solutions; including, employment relations and health and safety advice, consultancy, BrightHR Software and Peninsula brAInbox. We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador; with foreseeable plans of branching out to all provinces in Canada! Peninsula is a division of the Peninsula Group, based in Manchester, UK which operates in the UK, Ireland, Australia, New Zealand and, most recently, Canada. We employ over 3,000 people globally! Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.
Job Purpose
To manage the Toronto HR Advisory team, ensuring that both our clients and advisors have the best possible experience. To ensure the team is highly motivated and performing to exceptional levels to provide an excellent client experience.
Job Overview
To oversee the day-to-day operational management of the team and the output of work. To manage Advisors' performance within a contact centre environment ensuring they meet KPIs and quality standards whilst maintaining a high standard of service provided to clients. To coach, inspire, motivate and support the team as necessary to maintain strong working relationships within the team and with our clients.
Day-to-Day Responsibilities
• Drive the coaching initiative within the department, ensuring advisors receive the necessary coaching and support achieving continuous improvement in quality across the department
• Build and maintain an effective, cohesive and motivated service function, providing leadership and support to team members, colleagues and peers
• Identify training needs, themes and trends as well as areas for improvement and communication of these across the department
• Develop, and implement a strategy to ensure there is strong technical knowledge across the department with high quality service provided incorporating best practice and fresh thinking ensuring to support employee and client retention
• Proactively collaborate with management to design, develop and implement a portfolio of development strategies and initiatives to support business needs
• Undertake training with new and existing members of the team as identified through coaching, QA audits and in line with our learning and development framework
• Promote awareness of additional services within the Group and subsequently drive referrals within the department
• Effectively manage all Advisor workloads, in line with departmental requirements, to ensure that we efficiently respond to client queries
• Monitor and review Advisors' overall performance activity on a daily basis, providing detailed periodical reports as required
• Prepare departmental reports as required.
• Coordinate the preparation of weekly rotas (including overtime / out of hours) to ensure the contact centre service is effectively covered 24/7
• Assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced
• Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions
• Promote awareness of additional service offerings and drive referrals within the department
• Conduct, where necessary any formal performance meetings such as disciplinary as necessary to provide the relevant outcomes in line with the Employee Handbook
• Carry out any other tasks deemed necessary by the Management Team
What you Bring to the Team
• A passion for coaching and developing others
• Excellent contact centre operations and people management experience
• Strong contact centre KPI’s, reporting and performance metrics and analytics experience
• A “can-do” attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
• Strong organization and time management skills
• Excellent people management skills
• Ability to work in a fast-paced contact centre environment
• A dynamic and flexible approach, as well as the ability to work under pressure
• Excellent communication and interpersonal skills
• Excellent customer service skills and complaint resolution skills
• Ability to provide constructive feedback where required
• Capability to work under pressure with a solutions-based approach
• Contribution to business growth and service improvements
Why work at Peninsula Canada?
- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- We offer a Registered Retirement Savings Plan (RRSP) Matching Program
- Vacation Days increase after 2 and 5 years’ service
Why Join our Team?
This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of employment relation issues across all different sectors in a ‘Leader’ capacity. The office is fast-paced and busy so we look for Leaders who have a positive and results focused attitude. The management team work closely together to build team and member experience with the business objectives at heart. So, if you are ambitious, focused and have a passion for being a Leader in employment law you will soon discover that there are unlimited opportunities for you at Peninsula.
Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.