CUSTOMER SERVICE DIRECTOR (DSC-SPCA002)

SUMMARY

The Customer Service Director (CSD) is responsible for all interaction between the public and SPCA staff and volunteers, while presenting a professional and positive image at all times. The incumbent of the position ensures that staff and volunteers are properly trained and fulfill their duties. He or she also ensures that adoption, reception, patrol and store policies are applied in compliance with established procedures. He or she oversees all staff involved in the following sectors: adoption, intake, front desk, patrol, volunteer coordination, rescue groups and pet supply store. Finally, he or she ensures that SPCA is playing its role in customer service, outreach and most importantly, humane education through communication to clients.

CORE ACCOUNTABILITIES

• Improve processes and policies in support of organization’s mission specifically, support better management reporting, information flow and management as well as business process and organizational planning
• Manage and increase the effectiveness and efficiency of support services (adoption, administrative support, patrol, customer service, volunteers’ support) through improvements to each function as well as coordination and communication between support services and other business functions
• Play a significant role in long-term planning, including an initiative geared toward customer service excellence
• Provide guidance, direction and resolution for staffing issues and problems
• Supervise a diverse staff, in a fair and equitable manner: supervisors, receptionists, store manager, adoption counselors, rescue coordinator, volunteer coordinator and patrollers
• Resolve problems in a calm manner with customers and provides outstanding customer service
• Interview and select professional and competent staff
• Oversee the application of procedures and policies with respect to placement of animals through adoption or rescue, and make appropriate decisions for special adoptions
• Maintain a good presentation of the shelter, including but not limited to, telephone answering system and procedures, uniforms and nametags, SPCA vans, front area (reception, adoption, store, front entrance, etc.)
• Make sure that policies and procedures during intake of animals at reception desk or picked up by patrollers, are followed according to established conventions
• Ensure that SPCA is meeting all required criteria as per contracts with Municipalities
• Define hiring criteria for all staff and volunteers under his or her responsibility
• Respond appropriately to public complaints and/or frequently asked questions (FAQ’s) by members of the public either by e-mails or phone
• Oversee appropriate accounting and receipts consolidation of all monetary intake (reception, store, adoption, and patrol)
• Provide problem resolution inherent to staff, volunteers and customers

• Must have a college diploma or university in a relevant discipline
• 5 years of pertinent experience in animal care, and a minimum of 3 years experience in supervising teams (unionized environment)
• Experience in an animal shelter or in the field of protection of animals (an asset)
• Must be proficient in Microsoft Office, e-mail and Internet
• Comfortable with accounting and cash management
• Must be completely fluent in oral English and French
• Excellent verbal and written communication skills

Intangible Criteria

• Excellent interpersonal skills and previous experience working as a member of a team
• Ability to work in a collaborative style with staff and volunteers while maintaining clear leadership role
• Capacity to motivate and monopolize staff (employee retention), as well as developing effective teams
• Capable of multi-tasking, prioritizing and handling stress in an extremely busy environment and diffusing delicate situations
• Professionally interact with the public and assist them within the scope of duties
• Deal effectively with volunteers and other employees
• Brings out the best in others and develops organisational capability
• Customer service oriented
• Participation and contribution to the team’s efforts
• Capacity to maintain a healthy balance, emotional detachment
• Adaptability to continuous changes, fast-pace environment
• Willingness to work flexible hours, as may be required
• Perseverance in ambiguity
• Proven ability to exercise good judgment in decision making
• Compassion for animals and an overriding commitment to animal welfare
• Adherence to goals, mission and values of the organization

For additional information, please contact Patricia Chalifour, Solutions CONDEV Inc., at (514) 961-6863. To submit your resume, send it to: cv@spcamontreal.com, specifying the following job number:
DSC-SPCA002


ANIMAL CARE DIRECTOR (DSA-SPCA001)

SUMMARY

The Animal Care Director (ACD) is responsible for the welfare of all animals during their time at the Montreal SPCA, including biosecurity, animal health and ensuring all animals are comfortable and provided with maximum enrichment opportunities. The ACD applies animal care policies and procedures and oversees all staff involved in the care of animals at the shelter. The ACD is also responsible for ensuring that all records for animals (file keeping or database system) are current and accurate and that animals move appropriately through the SPCA system. The ACD will play a critical role to ensure that all animals are given a high quality of care during their stay at the SPCA from the moment they enter the building, until the moment they leave. The ACD recommends the best placement for the animal, based on its health, age and behaviour. To resume, the Animal Care Director oversees all aspects of animal care, kennel operations and facility maintenance including supervision of staff, budget administration, animal population statistics and reports of the shelter

CORE ACCOUNTABILITIES

• Set directions and build alignment of the department. Manage and lead the department to maintain standards of best practices in the field of animal welfare and animal care (including biosecurity concerns)
• Manage performance of direct reports to achieve overall department’s targeted objectives
• Facilitate interdepartmental communication and allocate tasks and resources as needed
• Gather and link information, resolve discrepancies and make appropriate recommendations
• Assign workers to tasks, such as feeding and treatment of animals, and cleaning and maintenance of animal quarters
• Establish timecards, work schedules and procedures of animal care; prepare reports on facility activities, employees' time records and animal treatment
• Monitor animal care and inspects facilities to identify problems, and discuss solutions with workers
• Oversee animal evaluation and recommend to Director of animal welfare the best course of action for each animal (for ex. Adoption, Foster, Rescue, etc.), based on age, health and behavioural disposition
• Train workers in animal care procedures, feeding, maintenance duties, and safety precautions
• Implement protocols for observation of all animals at the shelter to detect signs of illness and/or behavioural issues that must be addressed to appropriate department
• Develop (in concert with Director of Animal Welfare and Customer Service Director) and implement special measures to reduce risk and prevent illness and contamination during high population episodes within the shelter
• Oversee the development, monitor and implement the departmental budget in order to ensure the achievement of financial targets and maximize the organizations business performance

• College or university diploma in relevant field
• 5 years of pertinent experience in animal care, and a minimum of 3 years experience in supervising teams (unionized environment)
• Experience in animal shelter or in the field of protection of animals (an asset)
• Must be proficient in Microsoft Office, email and Internet
• Must be completely fluent in English and French, spoken and written
• Excellent verbal and written communication skills

• Excellent interpersonal skills and previous experience working as a member of a team
• Ability to work in a collaborative style with staff and volunteers while maintaining clear leadership role
• Capacity to motivate and monopolize staff (employee retention), as well as developing effective teams
• Capable of multi-tasking, prioritizing and handling stress in an extremely busy environment and diffusing delicate situations
• Extremely organized, with the ability of designing and implementing a follow-up system to track the status of each animal while at the shelter
• Professionally interact with the public and assist them within the scope of duties
• Particularly skilled in conflict management, must resolve controversial issues through negotiation and reasoning with colleagues, employees and volunteers (for example, animal evaluations and euthanasia recommendations)
• Brings out the best in others and develops organisational capability
• Customer service oriented
• Participation and contribution to the team’s efforts
• Capacity to maintain a healthy balance, emotional detachment
• Adaptability to continuous changes, fast-pace environment
• Willingness to work flexible hours, as may be required
• Perseverance in ambiguity
• Proven ability to exercise good judgment in decision making
• Compassion for animals and an overriding commitment to animal welfare
• Adherence to goals, mission and values of the organization

For additional information, please contact Patricia Chalifour, Solutions CONDEV Inc., at (514) 961-6863. To submit your resume, send it to: cv@spcamontreal.com, specifying the following job number: DSA-SPCA001