The expectation of the Performance Lead is to deliver high quality service, fundraising and efficiency that meets both Clients expectations and achieves results for FineLine.
The Performance Leads must possess the following QUALITIES….
1: An effective listener
One of the most important and yet most challenging things for team leaders is effectively listening to others. It can be hugely tempting to try and rely on your position power to make things happen and while this might get some results in the short term it is unlikely to work in the long term. Make listening more effectively and actively a priority if you want to make an immediate improvement in your team leadership competency.
2: Treating everyone fairly
Just as in life, there will be some people that you connect with more than others. This in itself is not a problem as such unless it starts to compromise how you treat others. Treat everyone fairly and you will gain the respect and support of those that you lead in most cases.
3: Providing clear direction
As the leader of the team you need to provide direction to others. This includes giving a clear message of the overall direction of the team or function as well as clearly setting the expectations of the team of people that you lead, then following through to ensure expectations were met. If you fail to do this, chances are that the results that you deliver will be less than they could potentially be.
4: Making decisions
You might not always have 100% supports for every decision that you make but people will value the fact that you take decisions. Being led by someone who procrastinates over every decision is a huge de-motivator and hugely frustrating for those that you lead.
5: A genuine interest in others
If you don’t show any interest in helping others to achieve results and success in their careers why should they be interested in helping you get results? Team leaders who make the time to take a genuine interest in helping others achieve results will get benefits well in excess of the investment of time and energy that they make
PERFORMANCE LEAD KEY RESPONSIBILITIES
· Deliver a culture of fundraising and customer service
· Build a results oriented team
· Deliver production floor results consistently
· Deliver required Utilization, Service Level and Quality as part of their performance management daily,
· Demonstrated experience with workforce tools, IEX is a definite asset
· Deliver accurate/timely payroll information
· Resolves scheduling conflicts
· Deliver succession, mentoring and team building in assigned team
· Various admin/communications functions as required
Ø Technical training or a reasonable equivalent in training and experience
Ø Minimum 3 years experience in a Call/Contact centre operations preferred or equivalent experience in customer service
Ø Minimum At least 1 year Leadership/management experience
Ø Must have demonstrated statistical experience, monitoring, performance management, sense of urgency
Ø Experience with Non Profit Organizations, Charities or fundraising an asset
Ø Experience in managing intraday/workforce is an advantage or knowledge in Workforce Management tool or software specifically IEX is an asset
SKILLS AND ABILITIES:
Ø In-depth knowledge of industry standard software products and computer system infrastructure
Ø Broad general knowledge and experience in production processes
Ø Strong interpersonal skills and ability to build positive relationships
Ø Oral and written communications skills
Ø Time and process management skills working knowledge of company standard computer software applications (Excel, Word, etc.)
Ø Ability to make average arithmetic calculation
Ø Good oral and written communication
Ø Sufficient technical aptitudes to understand relatively complex technical and customer service problem to provide resolutions
Ø excellent planning and analysis skills
Ø Must provide clear criminal record check
Interested applicants are invited to forward a word formatted resume with cover letter stating salary expectations April 2, 2012:
FineLine - Human Resources
290 Garry Street
Winnipeg, MB R3C 1H3
Fax: (204) 943 - 6462
If you are interested in the above position or require further information contact the Human Resources Department.