Objective and Scope

Reporting to the Vice President, Operations & Administration, the Application Center Manager provides leadership and oversight for all aspects of the Application Center, ensuring alignment with Legal Aid Saskatchewan's strategic priorities, including delivering a client-centred experience.

The Application Center Manager is responsible for ensuring that high-quality client services are delivered in a timely, consistent, and reliable manner in accordance with established service standards. The role contributes to the development and implementation of policies, operational strategies, and initiatives, while leading the planning and achievement of medium- and long-term objectives.

This is a 12 to 18 month contract.

Responsibilities

Operations Management

· Oversee daily call center operations to ensure service levels, productivity, and performance standards and objectives are met.

· Monitor call volumes, staffing requirements, and scheduling to optimize service delivery.

· Develop and implement operational procedures, policies, and best practices.

· Reviews and implements procedures and processes as per the direction of Legal Aid Saskatchewan and based on departmental and organizational requirements.

· Develops and enforces organizational and call center policies, procedures, and quality assurance standards to maintain compliance and operational consistency.

· Analyze operational metrics and identify opportunities for process improvement.

· Work collaboratively with the Area Offices to address concerns and/or questions.

Leadership and Staff Management

· Recruit, train, coach, and supervise call center staff.

· Conduct performance evaluations and provide ongoing feedback and development opportunities.

· Foster a positive, inclusive,



and high-performance work environment.

· Address employee concerns and resolve workplace issues as required.

· Conduct performance management meetings including probation, trial and annual performance reviews.

· Conduct disciplinary meetings when required.

Client Service Excellence

· Ensure clients receive culturally appropriate, trauma informed, professional, timely, and effective service.

· Handle escalated client complaints and complex service issues.

· Monitor client satisfaction and service trends and implement corrective actions when needed.

· Promote a client-centric culture throughout the call center.

Performance Monitoring and Reporting

· Establish and track key performance indicators (KPIs) including:

o Service levels o Average handling time o First-call resolution o Client satisfaction scores o Call quality standards o Staff productivity o Prepare regular performance reports and recommendations for senior leadership.

o Use data analytics to support operational decision-making.

Quality Assurance and Compliance

· Ensure adherence to organizational policies, procedures, and regulatory requirements.

· Monitor call quality and implement quality improvement initiatives.

· Maintain confidentiality and security of client information.

· Support audits and compliance reviews as required.

· Lead/support the Standardization of applications across the organization





· Determine error rates for applications: consent, financial eligibility, etc.

Budget and Resource Management

· Assist with budget preparation and management.

· Monitor expenditures and ensure efficient use of resources.

· Identify technology and operational improvements to enhance efficiency.

· All other duties as assigned.

Requirements

Experience and Education

· Bachelor's degree in Business Administration, Management, Communications, or a related field. Equivalent combination of education and experience may be considered.

· 5 years of call center or customer service experience.

· 2-3 years of leadership or management experience in a call center environment.

· Previous experience in managing a unionized staff is considered a strong asset.

· Experience managing performance metrics and service-level agreements (SLAs).

Skills and Competencies

· Strong leadership and people-management skills.

· Excellent communication and interpersonal abilities.

· Demonstrated problem-solving and conflict-resolution skills.

· Proficiency with call center technologies, CRM systems, and workforce management tools.

· Solid analytical and reporting capabilities.

· Ability to manage multiple priorities in a fast-paced environment.

Key Competencies

· Leadership and Team Development

· Customer Focus

· Strategic Thinking

· Decision Making

· Results Orientation

· Communication Skills

· Accountability

· Continuous Improvement

· Adaptability and Change Management

Working Conditions

Fully remote work environment.

May require working outside standard working hours.

Compensation

Salary Range: $78,816.78 - $95,820.95 (12 Scheduled Days Off)

📌 Application Center Manager (Saskatoon)
🏢 Essence Recruitment
📍 Saskatoon