- Jun 25, 2013
- 0
- Category........
- Visa Office......
- CPC-Mississauga
- Job Offer........
- Pre-Assessed..
- App. Filed.......
- June 06, 2016
- AOR Received.
- Jun-29-2016
Hello Everyone,
Can someone please guide on which NOC code should I apply under, a bit confused as I can't find something that matches or I am not looking at the right place. Job responsibilities are as follows:
Spot Shift Leader – Toronto
Nature of Work: Spot Shift Leaders are responsible for the smooth operation of shifts including overseeing Call Centre Agents and ensuring they are working according to policies, assisting them with their work, managing the dialer to maintain efficiency and troubleshooting workstation and Touchstar problems during shifts. They assist with staff training and motivation; and are responsible for the production and reporting of daily results. Shift leaders carry out their work in a positive and professional manner and use good judgment in supporting Call Centre staff and programs.
Reporting to: Director of Call Centre Operations
Main Duties:
Monitoring of shift/staff:
• Overseeing callers during shift (monitoring break times, ensuring callers are working, dealing with conflict, ensuring work conduct rules are followed by callers, etc).
• Addresses and reports problems/incidents/accidents involving callers to Call Centre Manager including interpersonal conflict, harassment and inappropriate work conduct including docking pay for long breaks, lateness etc.
• Addresses donor concerns when requested to do so by callers.
• Uses Touchstar and other reports to observe/monitor caller activity during shifts, in addition to supervising by “walking the floor”.
Technical/workstation:
• Setting up Touchstar for shifts and managing the dialer to maintain efficiency.
• Troubleshooting and reporting Touchstar, workstation, headset, dialer problems and computer glitches to Toronto technician.
• Using TMI to remove donors from call list, monitor polls, control time zones, check CC validity, and give Call Centre Agents access to programs.
• Setting up and rebooting the dialer at the start of shift.
Reporting/Admin:
• Reviewing Call Centre Agent time sheets for accuracy, making corrections and entering to ETS
• Updating and entering caller activities into the superlog nightly.
• Ensuring all required internal and client reports are sent accurately.
• Tracking daily attendance of callers including recording/reporting reasons for cancellations, lateness.
• Ensure scripts and tally sheets are available when callers need them.
• Opening up and shutting down of office when necessary (alarm, lights, air).
• Liaison with Vancouver Call Centre.
Other Duties:
• Handling donor complaints.
• Working closely with administration and other shift leaders to ensure all shifts are covered.
• Keeping an adequate supply of supplementary program information.
• Handles emergency situations related to the building during evening or weekend hours, reports problems appropriately (contacts Property Manager, Call Centre Manager etc).
• Other tasks/duties reasonably related to the position as assigned.
Can someone please guide on which NOC code should I apply under, a bit confused as I can't find something that matches or I am not looking at the right place. Job responsibilities are as follows:
Spot Shift Leader – Toronto
Nature of Work: Spot Shift Leaders are responsible for the smooth operation of shifts including overseeing Call Centre Agents and ensuring they are working according to policies, assisting them with their work, managing the dialer to maintain efficiency and troubleshooting workstation and Touchstar problems during shifts. They assist with staff training and motivation; and are responsible for the production and reporting of daily results. Shift leaders carry out their work in a positive and professional manner and use good judgment in supporting Call Centre staff and programs.
Reporting to: Director of Call Centre Operations
Main Duties:
Monitoring of shift/staff:
• Overseeing callers during shift (monitoring break times, ensuring callers are working, dealing with conflict, ensuring work conduct rules are followed by callers, etc).
• Addresses and reports problems/incidents/accidents involving callers to Call Centre Manager including interpersonal conflict, harassment and inappropriate work conduct including docking pay for long breaks, lateness etc.
• Addresses donor concerns when requested to do so by callers.
• Uses Touchstar and other reports to observe/monitor caller activity during shifts, in addition to supervising by “walking the floor”.
Technical/workstation:
• Setting up Touchstar for shifts and managing the dialer to maintain efficiency.
• Troubleshooting and reporting Touchstar, workstation, headset, dialer problems and computer glitches to Toronto technician.
• Using TMI to remove donors from call list, monitor polls, control time zones, check CC validity, and give Call Centre Agents access to programs.
• Setting up and rebooting the dialer at the start of shift.
Reporting/Admin:
• Reviewing Call Centre Agent time sheets for accuracy, making corrections and entering to ETS
• Updating and entering caller activities into the superlog nightly.
• Ensuring all required internal and client reports are sent accurately.
• Tracking daily attendance of callers including recording/reporting reasons for cancellations, lateness.
• Ensure scripts and tally sheets are available when callers need them.
• Opening up and shutting down of office when necessary (alarm, lights, air).
• Liaison with Vancouver Call Centre.
Other Duties:
• Handling donor complaints.
• Working closely with administration and other shift leaders to ensure all shifts are covered.
• Keeping an adequate supply of supplementary program information.
• Handles emergency situations related to the building during evening or weekend hours, reports problems appropriately (contacts Property Manager, Call Centre Manager etc).
• Other tasks/duties reasonably related to the position as assigned.
