Associate Director, Help Centre
Location: Remote in Canada
Scouts Canada is the country’s leading co-ed youth organization, offering programming for children and youth aged 5-26. Through a variety of fun experiences, outdoor adventures and contributions to their community, kids in Scouting build resilience and skills that set them up for life.
The Associate Director, Help Centre will manage the Help Centre network which serves as the Scouts Canada’s primary point of contact and support for our members and customers. Through the Member Service Registrars, the Associate Director is accountable for national support and administration of Scouts Canada’s online registration process in an effective, efficient, and service-orientated manner. This includes the administration of volunteer Police Record Checks, including liaising with the Safe Scouting Team to resolve any screening issues. Success is measured by the delivery of exceptional customer service by providing timely and accurate resolutions to queries through an established web-based tool.
The Associate Director, Help Centre is also responsible for administrative support for Scouting Operations functions. Leading the Member Services Administrators, the Associate Director is accountable for the generation of recognition reports, and the production and distribution of the awards/certificates. This role will be remote from your home office, and the candidate can be located anywhere in Canada.
Duties & Responsibilities:
Leadership
- Manages Help Centre/ Member Services Team: Registrars & Administrators
- Train and coaches team members, provides professional development opportunities and guidance to ensure success in meeting departmental objectives and performance management
- Provide regular feedback and managing the performance management process for the team
- Promoting and directing where necessary Volunteer and employee compliance with all Scouts Canada policies, procedures, and standards as well as all applicable legislation
- Champions employee engagement and fosters an open and encouraging environment
- Ensuring consistency in relaying Scouts Canada communications
Inter-departmental Relations
- Works closely with IT for continuous improvement of registration CRM and other initiatives identified by Scouting Operations.
- Actively builds relationships with other departments to promote collaboration and partnership within Scouts Canada.
- Informs Director, Group Support Centre of registration trends and opportunities for improvement.
- Accountable for producing Scouting Operations dashboards and reporting as needed.
- Works closely with other departments who use Zendesk to facilitate training, process workflow design/ optimization and administration required to Zendesk
- Provide technical support to Group Support Centre, Scouting Relationship Managers that are Zendesk agents
- Work with the Safe Scouting Team to resolve any PRC/VSS abnormalities that arise through the screening process
- Works closely with Bylaw Policy and Procedure (BP&P) owners for BP&P related tickets and identify trends related to BP&P
- Ensure with Subject Matter Experts that the Online Support Centre (OSC) articles are accurate and relevant
- Optimize and promote OSC as a go-to source of information.
Volunteer and Customer Support
- Accountable for the administration of registration CRM (MyScouts)
- Accountable for identifying and documenting MyScouts (and Iweb) learning opportunities to:
- Improve understanding and effective use MyScouts resources/data.
- Facilitate proper timely onboarding through Readiness of volunteers.
- Monitors all queues for any backlog and reassign if necessary.
- Accountable for the registration refund process and to ensure all groups/parents receive the appropriate refund in accordance with SLA timeline.
- Identify trends from refund request queue
- Accountable for the administration and distribution of Volunteer Honours and Awards across Canada.
- Responsible for No One Left Behind (NOLB) subsidy process design and continuous improvements.
Customer Service Management
- Coordinate and manage the Help Centre and Member Services network to ensure that:
- All customer and other stakeholder inquiries are responded to in an accurate and timely manner
- Help Centre resources are accurate, relevant and up to date
- Align team resources and workloads to maximize productivity to deliver organizational requirements
- Maintaining close relationships with other departments, Volunteer teams, and other key stakeholders to encourage active exchange of information, and to provide quality support on all of Scouts Canada’s programs and initiatives
- Responsible for documenting processes, procedural issues and decisions ensuring a consistent standardized process are in place across the organization.
Third-Party Vendor Management
- Be the administrator and point of contact on behalf of Scouts Canada for vendors that are used by Help Centre including but not limited to BackCheck, Zendesk and Respect in Sport.
- Liaises with local police as needed for Police Record Check troubleshooting and process improvements.
Qualifications and Competencies Required:
- A passion for Scouts Canada’s Mission is essential
- Post-secondary education in a related field.
- Process design and project management experience.
- Management experience, preferably in not-for-profit sector
- Minimum 3-5 years of experience in an administrative customer service role.
- Experience developing and facilitating workshops and other learning opportunities
- Proficient in Word, Outlook, advanced Excel skills.
- Advanced expertise in Scouts Canada software applications MyScouts, Zendesk and Office 365.
- Typing/word processing skills at 30wpm or above with accuracy.
- Sound judgment, tact, diplomacy and maturity in dealing with others.
- Leadership style that is team-centric; collaborative, results orientated and inspires others to succeed
- Change leadership; the ability to adapt to an ever-changing environment while engaging others to remain focused on success.
- Driving innovation through curiosity, identification of trends and comprehensive understanding of processes and challenges
- Excellent coaching and communication skills both oral and written, and the ability to speak effectively and persuasively to groups and individuals
- Strong business acumen, with effective project management and change management skills
- Strong networking skills and able to build positive and professional relationships with colleagues, volunteers, and members
- Initiative: a drive to produce results through others.
- Adaptable; ability to remain flexible and innovative in a constantly changing environment
- Excellent interpersonal skills with the ability to interact with staff, volunteers, members, and general public in a confident, courteous and professional manner.
- Conscientious and meticulous attention to detail.
- Strong written communication skills and the ability to communicate effectively, tactfully, and courteously through oral and written communications
- Solid organizational skills and ability to handle multiple inquiries/requests based on their respective priorities
Working Conditions:
- Works in a home-office environment
- Regular office hours -overtime hours and/or evenings and weekends may be required
- PRC (Police Record Check) and VSS (Vulnerable Sector Check) are required before the start date
- Mandatory training requirement.
We’ve got you covered:
We offer a comprehensive benefits package that includes a fabulous merchandise discount; an employer-matched retirement plan after one year; extended health, prescription, vision, and dental coverage and more.
Salary depends on skills and experience. The salary range for this position is $67,206.91 - $79,067.86 per annum.
Ready to apply?
If this role excites you, we want to hear from you! Please take the time to tell us about yourself in a cover letter — we want to hear your story — your background, your accomplishments, and why this role is a good fit with your future career aspirations. We want to learn about you!
Please submit your cover letter and resume by CLICKING HERE. The deadline to apply is September 27, 2024.
We thank all applicants for their interest; however, only those selected for an interview will be contacted. We will be reviewing resumes as they are submitted.
Scouts Canada is committed to equity, diversity, and inclusion in our workplace and in our recruitment processes. We encourage applications from members of all racialized groups, gender identities and sexual orientations, Indigenous persons and, persons with disabilities.
Accessibility and Accommodation: Scouts Canada is committed to developing inclusive, barrier-free selection processes and work environments. Accommodation requests should be made in advance to HR at humanresources@scouts.ca. Information received relating to accommodation measures will be addressed confidentially.
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