Are you an experienced Call Centre Manager looking for an opportunity to make a significant contribution to a small, growing call centre where people are truly valued for the contributions they make to the organization? Does the idea of working for a company that is truly making a difference in medical research by providing high quality subject recruitment services to the clinical research industry appeal to you?  Do you have a proven track record in delivering the highest quality service to your clients?  If so, we would like to hear from you.

The Company:

Established in late 2004, Claire Driscoll and Associates Inc. (http://www.claired.com) (http://www.callinginn.com) was the silver recipient of the Saint John Board of Trade's 2005 Emerging Enterprise Award after just one year in operation. Since then we have continued to grow and expand.  We have recently doubled the size of our call center to 32 seats in a beautiful facility in the historic downtown core of Saint John, New Brunswick and expect steady growth in the coming years in our two distinct lines of business: providing premium quality call center subject recruitment services to clinical research industries across North America and call center reservation and message taking services to the hospitality sector.  Our key values are to deliver Individual, Personalized, Results based service to all of our clients.

The Opportunity:

We have been successfully growing our business since its' inception in 2004. We consistently strive for 100% client satisfaction ratings and for clients to consistently experience superior service, which has been a strong factor in our success. We have now reached the point where we require a call centre manager to develop ongoing metrics and reports (based on the uniqueness of the call centre) to ensure ongoing success in meeting client objectives, to develop and implement programs to continuously improve call handling results, and to provide overall guidance and direction to our team of 30-75 professional agents operating 24/7 to meet the needs of our clients.  The two lines of business at the call centre are very distinct, both in the nature of the calls themselves, and insofar as one line of business is project based and the other is ongoing and continually growing.  The call centre will be responsible for making sure that both lines of business operate together smoothly and effectively and that resources within the call centre are allocated for maximum productivity and efficiency.

The Requirements:

Our ideal candidate has a strong background in the call centre industry, with several years of experience at the management level and a proven track record of mentoring and developing call supervisors and team leads to success, as well as developing and implementing effective metrics and reports.  A strong background in developing and implementing quality assurance procedures and guidelines is also a must as is the ability to allocate resources effectively.  Experience working in a smaller call centre, or a start-up call centre is also required.  Experience in the medical or hospitality sectors is a definite asset.

The Rewards:

We believe in providing a positive, fun work environment for all our employees, where teamwork, cooperation and a commitment to quality and personalized service are key.  Our facilities are in a beautifully renovated historic building and you will receive a competitive salary and benefits package.

The Location:

Saint John is Canada's oldest incorporated city and is well know for its historic buildings and architecture, cobblestone walkways and some of the finest 19th century commercial facades in the country. Saint John is located on the Bay of Fundy which experiences the highest tides in the world.  The region is known for excellent sailing, kayaking and other water sports.  You can find out more about Saint John, "The Greatest Little City in the East" at http://www.new-brunswick.net/Saint_John/, http://www.saintjohn.ca/ or http://www.tourismsaintjohn.com/files/fuse.cfm?section=1.

To Apply:

To apply for this position, please send your resume, quoting competition number ICCM0505-CB, and cover letter in confidence to Liane Thibodeau at liane@people-reach.com or contact Liane directly at (506) 763-3655 for more information.  We will treat any inquiry or resume received with the utmost confidentiality. Under no circumstances will we submit your resume to any client without your prior approval.