Careers

Ongoing Full-Time, Lower Mainland, British Columbia, Canada

Admission Trainer

Admission Trainer

About Us

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience.We are happy to say that we are looking for anorganized and experiencedTrainerto join ourteam!

TheTrainerwill be responsible for evaluating our needs and current practices and creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. TheTrainerwill also be responsible for researching and selecting the best platform to deliver and utilize training materials.

Job Responsibilities

  • Develop a schedule to assess training needs
  • Consult with other trainers, managers, and leadership
  • Track and compile collected data
  • Conceptualize training materials based on data and research
  • Communicate training needs and online resources
  • Create training strategies, initiatives, and materials
  • Test and review created materials
  • Maintain a database of all training materials
  • Instruct employee training and onboarding
  • Conduct training through new materials
  • Review employee performance and learning
  • Coordinate and monitor enrollment, schedules, costs, and equipment

Qualifications

  • Certification from talent and training associations a plus
  • Two (2) years’ previous experience as a trainer, corporate training specialist, or related position
  • Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
  • Experience with technologies and best practices for instructional manuals and teaching platforms
  • Strict adherence to company philosophy/mission statement/sales goals
  • Strong project management skills with the ability to supervise multiple projects
  • Good interpersonal skills and communication with all levels of management
  • Organized and able to create multiple timelines, budgets, and schedules
  • Able to multitask, prioritize, and manage time efficiently
  • Excellent leadership, team building, and management skills
  • Encouraging to team and staff; able to mentor and lead
  • Excellent verbal and written communication skills
  • Able to analyze problems and strategize for better solutions

Education Requirements

  • Bachelor’s degree in education, business, human resources, information technology, or related field

Provisos:1. Willingness to work hours in excess of regular shift as required.2. Willingness to be available to work days, evenings and weekends as per work schedule provided by the Campus Director and/or RDOA and/or VP Admissions.

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Ongoing Full-Time, New Westminster, British Columbia, Canada

Recruiter

Recruiter

ABOUT US

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience.

PURPOSE OF THE POSITION

The Human Resources team at Campus Support is EVOLVING and we are looking for a passionate Recruiter to join our GROWING Talent Acquisition team.

Reporting to the Talent Acquisition Team Lead, the Recruiter provides talent acquisition and recruitment support to all hiring managers in the assigned region. You will perform full-cycle recruitment through posting job vacancies, sourcing key talent, conducting phone screens, managing internal relationships, and providing a top-notch candidate experience.

WHY JOIN US

As the parent company of the LARGEST private education institution in Canada, we are on a mission to change lives through education! Our collaborative culture rewards hard work, innovation and initiative. We empower our staff members to participate in creative and meaningful ways. So come join us – you will be part of something greater than yourself!

· Open door policy where your opinions are heard and valued

· Robust tuition reimbursement policy

· Meaningful merit increases and performance bonuses

· Employee development and career opportunities

· Involvement in decisions that affect the way work is done

· Discounts on travel, tech, food, beverage, fitness and much more

KEY ACCOUNTABILITIES AND SUPPORTING TASKS

Candidate Sourcing

· Search for and engage qualified talent to fill Company’s current and future positions

· Initiate conversations with both passive and active talent

· Work with hiring managers to build a list of sourcing channels

· Attend job or industry specific conferences and events to promote Company

· Re-engage candidates in the Applicant Tracking System (ATS)

Full Cycle Recruitment

· Perform full-cycle recruitment for all roles within the organization, including but not limited to Sales, IT, Marketing, Education, Finance, Human Resources and Operations

· Work with hiring managers to define, implement, and improve internal recruitment processes

· Administer required pre-employment testing and verbal offerals

Candidate Management

· Act as first point of contact for inquiries from interested applicants via different methods

· Recommend changes and initiatives that would contribute positively to the employer brand

· Identify opportunities for improving the candidate experience

· Negotiate salary and other employment arrangements

QUALIFICATIONS

Must-have:

· Post secondary education in Business/Commerce, Human Resources Management or related discipline

· At least 2 year of experience in recruitment

Nice-to-have:

· Experience in call center recruitment

· Working knowledge of applicant tracking software (ATS) systems

· Previous experience in the private education field

ENABLING COMPETENCIES

· Passion about recruitment – finding the right people for the right job

· Curious, an active listener and is very organized

· Excellent interpersonal skills and the ability to effectively communicate and interact with all individuals

· A desire to take on new responsibilities

· Ability to act with tact, good judgment, and discretion; maintaining confidentiality of files, personal information, and other matters, as appropriate

· Ability to complete work in a timely manner with accuracy and attention to detail

· A positive attitude and customer focused approach

Apply
Ongoing Full-Time, Calgary, Alberta, Canada

Talent Acquisition Specialist

Talent Acquisition Specialist

  • ABOUT US

    Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience.

    PURPOSE OF THE POSITION

    The Human Resources team at Campus Support is EVOLVING and we are looking for a passionate Recruiter to join our GROWING Talent Acquisition team.

    Reporting to the Talent Acquisition Team Lead, the Recruiter provides talent acquisition and recruitment support to all hiring managers in the assigned region. You will perform full-cycle recruitment through posting job vacancies, sourcing key talent, conducting phone screens, managing internal relationships, and providing a top-notch candidate experience.

    WHY JOIN US

    As the parent company of the LARGEST private education institution in Canada, we are on a mission to change lives through education! Our collaborative culture rewards hard work, innovation and initiative. We empower our staff members to participate in creative and meaningful ways. So come join us – you will be part of something greater than yourself!

    · Open door policy where your opinions are heard and valued

    · Robust tuition reimbursement policy

    · Meaningful merit increases and performance bonuses

    · Employee development and career opportunities

    · Involvement in decisions that affect the way work is done

    · Discounts on travel, tech, food, beverage, fitness and much more

    KEY ACCOUNTABILITIES AND SUPPORTING TASKS

    Candidate Sourcing

    · Search for and engage qualified talent to fill Company’s current and future positions

    · Initiate conversations with both passive and active talent

    · Work with hiring managers to build a list of sourcing channels

    · Attend job or industry specific conferences and events to promote Company

    · Re-engage candidates in the Applicant Tracking System (ATS)

    Full Cycle Recruitment

    · Perform full-cycle recruitment for all roles within the organization, including but not limited to Sales, IT, Marketing, Education, Finance, Human Resources and Operations

    · Work with hiring managers to define, implement, and improve internal recruitment processes

    · Administer required pre-employment testing and verbal offerals

    Candidate Management

    · Act as first point of contact for inquiries from interested applicants via different methods

    · Recommend changes and initiatives that would contribute positively to the employer brand

    · Identify opportunities for improving the candidate experience

    · Negotiate salary and other employment arrangements

    QUALIFICATIONS

    Must-have:

    · Post secondary education in Business/Commerce, Human Resources Management or related discipline

    · At least 2 year of experience in recruitment

    Nice-to-have:

    · Experience in call center recruitment

    · Working knowledge of applicant tracking software (ATS) systems

    · Previous experience in the private education field

    ENABLING COMPETENCIES

    · Passion about recruitment – finding the right people for the right job

    · Curious, an active listener and is very organized

    · Excellent interpersonal skills and the ability to effectively communicate and interact with all individuals

    · A desire to take on new responsibilities

    · Ability to act with tact, good judgment, and discretion; maintaining confidentiality of files, personal information, and other matters, as appropriate

    · Ability to complete work in a timely manner with accuracy and attention to detail

    · A positive attitude and customer focused approach

Apply
Ongoing Full-Time, New Westminster, British Columbia, Canada

Cyber Security Specialist

Cyber Security Specialist

About Us

PrimaCorp Ventures is a diversified international investment company. Our portfolio includes the largest accredited independent post-secondary education group in Canada, real estate acquisition and development, private seniors' homes, social enterprises, and corporate branding and marketing operations.

We are currently seeking a Cyber Security Specialist to join our team! Reporting to the Director of IT, theCyber Security Specialist will be responsible for monitoring and management of corporate security solutions, reviewing and updating security configurations, investigating alerts and incidents produced by security platforms, and identifying opportunities for improvement in security posture. The ideal candidate for this position is an experienced Cyber Security Specialist, responsible for providing security monitoring and analysis investigations. Additionally, the Cyber Security Specialist will support and work with other members of the Information Technology team and senior leaders to implement projects and technologies, assuring effective operability of security tools and measures to continue to improve the overall security posture.Job Description:

  • Vulnerability management including asset scans and mapping
  • Management of Cortex XDR platform including optimization, alert management and advising on remediation activities
  • Management of enterprise email cloud security solution (Avanan) including optimization, alert management and remediation activities
  • Management and resolution of security incidents, recommendation on remediation activities
  • Lead security incident response activities including incident investigation, threat analysis, reviewing logs and collaborating to restrict/isolate network traffic
  • Contribute towards continuous improvements in the company’s cybersecurity processes.
  • Active Directory monitoring using Manage Engine AD Audit
  • Occasional overtime may be required
  • Other duties as assigned

Knowledge:

  • Subject matter experts in cybersecurity technologies and their interaction with all aspects of corporate IT infrastructure including core systems, networks, applications and users
  • Ability to convert complex information into simple, explainable solutions
  • Ability to quickly learn and adapt to new concepts if necessary
  • Written and verbal communication skills enable effective articulation of technology solutions and processes and procedures to a technical and non-technical audience
  • Hands-on experience with Active Directory security

Qualifications:

  • Four-year Computer Science or related degree, or equivalent work experience.
  • Three or more years of related work experience
  • Three or more years of hands-on demonstrated work experience managing corporate XDR, network, Active Directory and email security solutions (such as Cortex XDR, Manage Engine, Avanan)
  • Certifications in relevant technologies, methods, or platforms (such as CEH, CISPP) are an asset.
  • Demonstrate the key critical behaviors of commitment to the task, communication, customer focus, decision making/problemsolving, flexibility, prioritizing, and being a team player who can also work with minimal supervision.
Apply
New Westminster, British Columbia, Canada

Project coordinator

Project coordinator

About Us

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience. We are currently looking to add aProject Coordinatorto theMarketingteam!

The purpose of theProject Coordinatoris to support the functions of the Corporate Marketingand Technologydepartment in a wide variety of businessneeds.Reporting to Vice President, Marketing and Technology, the Project Coordinator will be responsible for data analysis, project planning, providing user support, application testing, documenting business requirements and tutorials.

Job Responsibilities

Specifically, theProject Coordinatorwill be responsiblefor:

  • Assisting in project planning
  • Providing support to staff, faculty and students
  • Providing training to staff and faculty
  • Solving help desk enquires or escalating them to developers
  • Application testing
  • Analyzing marketing and student data
  • Creating reports
  • Documenting business requirements and tutorials
  • Working with web developers and designers
  • Assisting in marketing and web development processes and initiatives
  • Other duties as assigned.

Qualifications

To be successful in theProject Coordinatorposition, an individual must be committed to developing, maintaining and demonstrating the following:

Education and Experience:

  • Certificate, Diploma or Degree from a recognized University or College in a relevant discipline.
  • One or more years’ of experience in a similar positionor the equivalent combination of education and experience.
  • Proficiency in MS Office includingExcel, Wordand Outlook.

Skills and Abilities:

  • Effective verbal, written, empathy, problem-solvingandactivelistening communication skills
  • Thorough knowledge of MS Office includingExcel, Wordand Outlook.
  • Ability to exhibit a professional attitude and image with a commitment to quality service.
  • Ability to work effectively in a team environment.
  • Good command of basic math.
  • Keyboarding speed of at least 40wpm with accuracy.
  • Ability to multi-task.
  • Ability to complete work in a timely manner with accuracy and attention to detail.
  • Ability to work independently with minimum supervision.
  • Good judgment and ability to prioritize assignments.
  • Ability to work under pressure and maintain a calm focus during hectic periods.
  • General understanding of the programs and services provided by the Company.

Apply
Ongoing Full-Time, New Westminster, British Columbia, Canada

Senior Network Administrator

Senior Network Administrator

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience. We are happy to say that we are looking for aSenior Network Administratorto join our team!

The purpose of the Network Administrator is to provide technical network support to maintain the day-to-day operations of the corporate network infrastructure.

Under the direction of the Network Manager, the Senior Network Administrator is responsible for ensuring and maintaining high availability access to network resources for staff, faculty and students. TheSenior Network Administrator will work alongside the Network Manager to support, implement and maintain the stability of the corporate and campus networks (telecommunications, data, VoIP and wireless). This includes ongoing operational responsibility for all networking infrastructure components such as Cisco routers, switches, Wireless LAN Controller, Firewalls, networking monitoring tools to support operations, documentation, VoIP, analog phone lines and Internet connectivity.

Job Responsibilities

Reporting to the Network Manager, theSeniorNetwork Administratoris the member of the Company IT Operations team accountable for the following:

  • Ensuring all network infrastructure and Telco provisioning needs, issues and requests from staff, faculty and students are resolved appropriately within the standards laid out by the Network Manager.
  • Providing services as the tier 1 escalation point to all technical staff in the information technology department concerning network issues
  • Acting as the single point of contact for the Network Manager
  • Remaining informed on new and emerging networking technologies, industry and business system trends, making recommendations concerning long term planning and purchases to the Network Manager
  • Monitoring and tracking performance of the corporate network to support the stability and growth planning of departmental objectives as laid out by the Network Manager
  • Contact point for third-party partners dealing with operational network impact to corporate infrastructure
  • A network technical resource and providing technical expertise/decision making where required
  • Manage a team of 2-3 members
  • Other duties as assigned

Skills and Abilities

  • Multi-vendor vendor experience highly desired ( Cisco, Juniper, PaloAlto, Arista )
  • A strong understanding of VoIP, SIP, SCCP, Hz.323, MGCP highly desired
  • Analyzing VoIP issues and making changes to UCM / Unity is highly desired
  • Strong troubleshooting of VoIP NAT, IPS/IDS, DPI, SSL inspection, packet captures
  • QoS, UDP, CODECS, TCP/IP, VoIP, MGCP, T.38, G.711
  • Platform infrastructure design, build and implementation SIP-based voice over IP technologies – end-to-end.
  • Strong grasp of TCP/IP, routing, switching, internet protocols (e/iBGP, ISIS, OSFP and EIGRP), firewalls, VPNs, and load balancers. Firewall: S2S, C2S, DMVPN, MPLS
  • Strong grasp of L1-7 issues with STP, link aggregation, ACL, NAT
  • Knowledge of IP Addressing, subnetting, IPAM, DHCP
  • Ability to work under pressure and maintain a calm focus during hectic periods
  • Demonstrating best security practices
  • Performing configuration changes as required.
  • Excellent organizational skills with the ability to multi-task
  • Ability to complete work promptly with accuracy and attention to detail
  • Ability to work independently with minimum supervision
  • Excellent judgment and ability to prioritize assignments
  • Ability to exhibit a professional attitude and image with a commitment to quality service
  • Resolve tickets on time
  • Assist with provisioning, implementation, and supporting of campuses, end-users.
  • Familiarity with monitoring network health and responding to event alarms.
  • Experience with Observium, Solarwinds, Zabbix, etc.
  • Windows and Linux, virtualization administration is highly preferred and desired.
  • Automation and scripting: Ansible/AWX, BASH, Python, Power shell
  • Hyper-V, KVM,QEMU,Proxmox Vmware
  • LAMP/LEMP
  • Docker, K8’s
  • Preferred Linux distro: Debian/Ubuntu, RHEL/CentOS

Qualifications

  • Extensive experience in VoIP, routers, switches, wireless connectivity
  • Networking and troubleshooting experience
Apply
Lower Mainland, British Columbia, Canada

Senior Systems Admin

Senior Systems Admin

About Us

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience. We are happy to say that we are looking for a Network Administrator to join our team!

Under direction of the IT Director, the Sr. System Administrator is responsible for ensuring and maintaining a high availability access to system resources for staff, faculty and students. The Sr. System Administrator will work alongside the IT Team to support, implement and maintain the company’s system infrastructure This includes an ongoing operational responsibility for all system components such as server clusters, domain controllers, storage, cloud environments, monitoring tools etc.

Job Responsibilities

Expert knowledge of configuring and maintaining system infrastructure, including:

  • Hyper-V Clusters, VMWare clusters
  • Windows 2003, 2016, 2019 servers
  • SQL Servers and Cluster
  • ESXi
  • OS and AD level security hardening experience following CIS benchmarks
  • Active Directory Services, DHCP, DNS, KMS, SharePoint and IIS
  • Azure AD
  • High availability and disaster recovery
  • SCCM for deployment (nice to have)
  • Orchestrator and SharePoint for automation (nice to have)
  • Office 365, Exchange Online, Teams, Azure Cloud VM Management, Microsoft VDI services

Expert knowledge of Storage, Backup and Replications, including:

  • Nimble storage
  • Synology and QNAP
  • Veeam

Working knowledge of OSX operating system and software, including:

  • Capturing images with Parallel MAC management
  • Deployment of images from SCCM through site deployment point
  • Adobe CC, Maya, AutoCAD and other animation software (nice to have)

Working knowledge with Linux including:

  • Apache,
  • MYSQL
  • Ubuntu

Working knowledge of monitoring and security including:

  • SolarWinds
  • Cortex XDR (nice to have)
  • ManageEngine AD Audit

Skills and Abilities

  • Have a solid understanding and experience of the architecture, design, implementation, and management of all aspects of Microsoft Hyper-V & VMWare Virtual Infrastructure technology
  • A thorough understanding of Fiber Channel, iSCSI and NAS storage technology and other networking requirements related to the Hyper-V/ VMWare and Nimble environment
  • Have a strong understanding and experience of the architecture, design, implementation and management of all aspects of Microsoft Windows operating systems and both on-premise and cloud-based application services. These include Active Directory, SCCM and System Center Orchestrator, SharePoint.
  • Have a solid understanding and experience of the fundamentals of IT security, including secure infrastructure design, as well as experience with security hardening practices
  • Strong interpersonal and communication skills capable of writing purchase justifications, training users in complex topics, making presentations to internal audience, and interacting positively with end users and management
  • High proficiency in the use of PowerShell for managing IT infrastructure
  • Independent problem-solving and self-direction
  • Ability to work with minimum supervision
  • Ability to liaise with numerous departments, members and functional roles
  • Ability to provide technical support and general troubleshooting
  • Monitor performance and troubleshoot alerts from commercial, and locally developed monitoring tools
  • Creative thinker
  • Other duties as assigned

Qualifications

  • 8 years of system administration experience in a corporate multi-platform, multi-vendor environment
  • Knowledge of current technologies and software security best practices
  • A high capacity for learning new technologies
  • Possess excellent problem-solving skills
  • A team-oriented approach to solving technical problems
  • Excellent written and verbal communications
  • Experience of working in a multi-customer environment
  • Able to strictly follow change management process

Other Requirements:

  • Use of personal vehicle for local travel between campuses if required (nice to have)
  • Occasional light lifting
  • Occasional overtime may be required

Apply
Ongoing Full-Time, Lower Mainland, British Columbia, Canada

National Career Services, Director

National Career Services, Director

About Us

For more than 50 years, CDI College has been one of the leading career training institutions in Canada, thanks to its commitment to quality education and the success of its students. Our rich history includes alumni of thousands of successful graduates who embark on careers rich in opportunity. We are happy to say that we are looking for a National Career Services Director to join our Online Campus team!

The purpose of the National Career Services Director is to ensure that students gain hands-on experience in their field and graduates find gainful employment in their chosen career field or a related field, by managing the career services program and acting on our commitment to our students and achieving successful graduate employment rates. Under supervision of the Chief Operating Officer and Associate Vice President of Operations, the National Career Services Director is responsible for managing programs and support for students and alumni in regards to practicum, career and employment opportunities and, achieving students achieve learning objectives and successful graduate employment rates that meet or exceed company standard.

Job Responsibilities

Specifically, the National Career Services Director will be responsible for:

  • Developing external relationships to build a strategic partnership.
  • Strategize the Internal measures to meet KPI’s.
  • Create, implement and lead the national strategy, targeting specific partnerships, regions, or sectors as needed.
  • Leads weekly meetings to ensure KPIs are on track per region, per campus.
  • Presents strategic plan, forecasts, and metrics to senior leadership.
  • Collaborating with Regional Career Services and Operations to determine practicum placement experiences for students.
  • Collaborating with Regional Career Services and Operations to determine employment opportunities for students.
  • Contributing to and monitoring the quality of the student experience, including practicums and the job search process.
  • Achieving the College’s targeted employment rates.
  • Establishes office policies and procedures, prepares regular reports, and collects and analyzes research data relevant to the career planning and placement of students and alumni.
  • Assists in the development of a budget, supervises expenditures, and maintains fiscal responsibility as needed.
  • Plans and implements job fairs and on-campus recruiting events.
  • Ensures CES4 courses and campus-lead seminars are relevant, professional, and influential to the student’s preparation of gaining meaningful employment.
  • Acting in a manner that upholds the College standards.
  • Any other task as assigned.

Qualifications

To be successful in the National Career Services Director position, individuals must be committed to developing, maintaining and demonstrating the following:

Education and Experience:

  • Degree, diploma or certificate from a recognized University or College in an applicable discipline.
  • Three years’ experience in a related field, such as recruitment or employment counselling or the equivalent combination of education and experience.

Skills and Abilities:

  • Excellent interpersonal skills and ability to interact with individuals from a variety of backgrounds and cultures.
  • Excellent organizational and time management skills.
  • Strong oral and written communication skills.
  • Strong ability to multi-task.
  • Excellent leadership and management skills.
  • Working knowledge of MS Office including Word, Excel, Outlook and PowerPoint.
  • Ability to develop networks and maintain contacts within the business community.
  • Ability to work independently with minimum supervision.
  • Good judgment and ability to prioritize assignments.
  • Ability to work under pressure and maintain a calm focus during hectic periods.
  • Ability to reach both quarterly and yearly goals consistently.
  • Understanding of the strategic plan, programs and services provided by the College.
  • Ability to exhibit a professional attitude and image with a commitment to quality service.

Apply
Ongoing Full-Time, New Westminster, British Columbia, Canada

ASP.Net Developer

ASP.Net Developer

About Us

Campus Support is a centralized service center that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience. We are happy to say that we are looking for anASP.Net Developerto join our marketing team!

The ASP.Net Developer will be part of an established team that is responsible for the design, development and testing of web applications. They will use their innovative mindset to contribute new ideas on how to build and optimize websites, CRMs and other software applications.Job Responsibilities

The ASP.Net Developer will at various times be responsible for the following as well as other related duties as assigned to support business objectives:

  • Designing and developing high-quality web applications and websites
  • Maintaining and improving existing web applications
  • Creating reporting tools and generating reports
  • Testing and QA
  • Documenting software business logic

Qualifications

Education and Experience:

  • Degree, diploma or certificate in graphic design, web development or computer science.
  • A minimum of three years’ experience in web design and development, supported by a portfolio of past work.
  • An equivalent combination of education and experience will be considered.
  • 1-2+ years of experience and a strong understanding of HTML, CSS, JavaScript, JQuery
  • 1-2+ years experience with relational databases such as ASP.Net, C#, SQL Server, IIS
  • 1-2+ years experience with Adobe Photoshop

Skills and Abilities:

  • Good organizational skills;
  • Proven project management skills with a demonstrated ability to manage multiple projects in parallel;
  • Must work well independently with minimal supervision and within a team in a fast paced rapidly changing environment; must be deadline driven and goal-oriented;
  • Willingness to learn new software languages, databases and software tools
  • Ability to work under pressure and maintain a calm focus during hectic periods;
  • Ability to manage external vendors and services as required;
  • A positive attitude and customer focused approach;
  • Ability to act with tact, good judgment, and discretion.

Apply
Ongoing Full-Time, Lower Mainland, British Columbia, Canada

Call Center Manager

Call Center Manager

About Us

Campus Support is a centralized service centre that supports its clients in making students the number one priority. We are committed to delivering essential operational, marketing and leadership support that enables each campus team to provide an exceptional educational experience.We are happy to say that we are looking for an experiencedCall Center Managerto join our team!

Job SummaryThe Call Center Manager is responsible for the day-to-day inbound and outbound call operations through developing and managing the call center team to ensure maximized operational efficiency and high customer satisfaction. This includes evaluating, implementing, and updating call center strategies, standards and procedures, technologies and resources while managing and developing a team of call center representatives.Job ProfileThe Call Center Manager will be responsible for the following, as well as other related duties as assigned to support the business objectives and purpose of the Company.1. Managing call center operations by establishing and implementing call center strategies, procedures and standards such as: Creating and implementing enforceable call center strategies Developing call center systems, designing/introducing user interfaces, planning and controlling system implementations Identifying and resolving problems, monitoring and improving call center operations Creating reference materials and training programs, ensuring representatives have accurate product information and proper customer service skills Establishing customer services standards and metrics to guide performance evaluation maintaining up-to-date knowledge of industry developments2. Managing and developing a professional customer service team by hiring, training, motivating, coaching and retaining high quality representatives such as: Conducting staff capacity assessment/ planning, working closely with Human Resource Department in selecting and hiring representatives Providing team members with proper orientation, training and day-to-day guidance Planning, monitoring, and adjusting representatives’ responsibility allocation and work schedules Monitoring random calls, conducting regular performance evaluation, appraising or disciplining representatives’ performance to improve service quality Answering representatives’ questions, guiding them through difficult calls, diffusing angry customers, or handling issues that cannot be fielded by representatives3. Reviewing business processes and systems to identify improvements to processes, resources and new technologies Overseeing system maintenance and upgrade implementation, calling for repairs and troubleshooting as needed Evaluating and implementing equipment/ technology upgrades Contacting service and equipment providers, negotiating contracts, and maintaining business relationships Maintaining professional and technical knowledge by tracking emerging trends and technologies4. Achieving monthly and annual sales targets, creating finance and performance reports to support senior managers’ decision-making. Setting and meeting performance targets for speed, efficiency, sales and quality Ensuring each representatives are achieving sales target and desired service levels, and taking corrective action as needed collecting, analyzing, and summarizing current data, preparing call center finance/ performance reports Reporting statistics, analyzes and next step plans of the call center to senior managers5. Other related duties as assigned Position RequirementsTo be successful in the Call Center Manager position, individuals must be committed to developing, maintaining and demonstrating the following:Education and Experience: Certificate, diploma or degree in Customer Service, Business and/or in a related field Minimum 5+ years of experience in a high-volume call center environment 3+ years of leadership experience in managing inbound and/or outbound call center teams of 10+ agents Experience in planning and implementing complex system and processes Experience in setting and meeting targets and KPIs Knowledge of performance evaluation and customer service metricsSkills and Abilities: Ability to think strategically, implement policies, procedures and programs Excellent interpersonal skills and the ability to build and cultivate internal and external relationships with stakeholders Advanced oral and written communication skills, including presentation, group facilitation and business writing skills Strong proficiency with necessary technology, including MS Office, software applications, call center equipment, phone systems, etc. Highly skilled in hiring, training, motivating and retaining a team (at least 10+ direct reports) Proven self-starter and problem solver A positive attitude and customer-focused approach Must be deadline driven and goal-oriented Comfortable with multi-tasking, managing multiple priorities and meeting several, often movable, deadlines under pressureProvisos: Willingness to be available to work days, evenings and weekends as needed
Apply

CONTACT US

Location

Suite 300 - 960 Quayside Drive
New Westminster, BC, V3M 6G2

Business Hours

Monday - Friday
8:00am to 5:00pm

Phone

604.915.7288

Stay in Touch