RCMP CSR Shift Supervisor

Responsibilities

This position works in the RCMP Non‑Emergency Call Centre organizational unit. It is supervisory public contact and clerical work overseeing the day‑to‑day operations of the RCMP’s Non‑Emergency Call Centre. An incumbent assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift; monitors call responses for quality; and reviews and implements new and/or improved systems and procedures. The incumbent explains and interprets technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to internal and external contacts; serves as the first line of referral from subordinates for routine and more complex complaints and enquiries; and coordinates with staff in other departments. The work is performed under minimal supervision, with considerable independence of judgement and action in non‑routine matters within established procedures. More difficult problems...