Communications & Support Centre Manager

Location: Nova Scotia SPCA Provincial Office - Dartmouth NS

Number of Positions: 1

Job Start Date: ASAP

Job Type: Full-Time

Salary: Starting at $26 hourly, with additional considerations based on skill and experience.

Nova Scotia SPCA is an equal opportunity employer that values fairness & respect in the workplace and welcomes all qualified applicants, regardless of gender, race, age, sexuality, or disability.

The Nova Scotia SPCA is hiring an experienced, detail-focused, and collaborative individual to work as Communications & Support Centre Manager, leading our Communications team in delivering exceptional service to the communities we serve.

The Nova Scotia SPCA is a registered charity dedicated to aiding companion animals in need throughout Nova Scotia. Thanks to the generous support of our donors and clients, we supported nearly 24,000 pets in 2024 through?animal welfare efforts, innovative programs, and rehoming initiatives.

The Communications & Support Centre Manager plays a vital role in ensuring exceptional service for clients through oversight of the Provincial Communications & Administrative Assistant team, including their daily operations, ongoing training and development, service delivery, and performance management. This role is also responsible for providing exceptional service to community members by handling inquiries, resolving concerns, and providing additional support where necessary - all while contributing to a positive and collaborative work environment.

The ideal candidate for this position will have a minimum 3 years of proven experience in a call center management role, demonstrate collaborative leadership skills, and have expertise and understanding of call management system software to obtain metrics, measure performance, and improve the customer experience.

If you are interested in leading a team dedicated to having an impact on the community and delivering excellent customer service, see below for more information about the position and how to apply!

Key Responsibilities:

• Lead, mentor, and support a dedicated team of Communication Center Representatives, ensuring they consistently provide excellent service to clients.
• Oversee scheduling, monitor team performance, and coach representatives to strengthen their customer service skills and knowledge.
• Collaborate with departmental leads to assess and fulfill organizational support needs.
• Participate in the hiring and training of new staff, guiding their professional growth within the team.
• Analyze call center data and prepare reports to identify trends, improve processes, and optimize resource allocation.
• Implement systems to track client experiences and measure the success of team performance.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency in service delivery and enhance operational efficiency.
• Work closely with the Chief Strategy Officer and other leadership to align support efforts with the overall mission and goals of the organization.
• Identify opportunities for additional training and special assignments to further develop team members.
• Act as a key point of contact for other business lines, ensuring smooth communication and consistent support for organizational needs.

What You Bring to the Role:

• Minimum 3 years' experience in managing an inbound call center environment, with a track record of leading teams to success.
• Expertise in implementing and utilizing call center systems to track performance, measure client satisfaction, and identify improvement opportunities.
• Strong technical skills and a deep understanding of systems that support customer service operations.
• Excellent communication skills, with the ability to motivate, coach, and inspire teams to reach their full potential.
• A passion for continuous improvement, utilizing data and trends to inform decision-making and drive operational excellence.
• A collaborative mindset and the ability to build strong relationships across departments to support the organization's mission.

What we offer:

• Extended health and dental package after 3 months of employment
• Employee Assistance Program
• RRSP match after 1 year of employment
• Professional development opportunities
• Veterinary services discount for employee pets
• Pet supply and SPCA Thrift Store discounts

Hours of Work:

• Work responsibilities require a standard 40 hours per week plus additional overtime as required fulfilling the duties associated with the position.

How to apply:

Interested applicants are asked to submit their cover letter indicating salary expectations and resume to [email protected] or use the apply function on CareerBeacon. Please quote "Communications Manager" in the subject heading in your email reply. As a part of our hiring process, we require applicants to complete behavioural and cognitive assessments.

It is our intention to start reviewing resumes immediately and quickly start the interview process. If this posting remains on the website, it is an indication that the position has not been filled, and we are still accepting resumes.

We thank all applicants for their interest in a career at the Nova Scotia SPCA, however, only those selected for interview will be contacted.