Contact Centre Manager

Role Overview

• Manage business unit performance and quality to deliver on business unit targets and objectives for operational excellence, customer experience, and employee engagement.
• Manage staff performance and engagement, provide coaching to develop assigned staff, and ensure a link between strategic plans and employee roles and contributions.
• Accountable for contact centre key performance in the areas of financial management, productivity, quality, customer satisfaction and employee satisfaction.
• Set and track key performance indicators for the contact centre, forecast work and resource needs, and ensure adequate staffing and service levels across different lines of business.
• Manage and optimize the delivery of capacity planning and workload forecasting for provincial operations to support alignment of capacity with workload.
• Work as part of a wider management team to identify opportunities, develop requirements, implement business process enhancements within the applications, and coach staff on regular system and process changes.
• Translate organizational strategy and implement tactics; the manager is responsible for translating enterprise strategies into actionable tactics and implementing them within their operational work unit to drive performance and achieve organizational goals, while managing change at the individual level.
• Resolve escalated customer issues when the process is undefined, exceeds the documentation, or the customer demands escalation and make the final decision.
• Direct daily activities with respect to billing and revenue collection.
• Responsible for sound financial control within area of responsibility by contributing to the development of annual budgets, monitoring performance, and taking actions as appropriate.

Requirements

• Degree in Business Administration or Commerce, or a related field.
• Seven (7) years of progressive business experience, including three (3) years of supervisory experience.
• Detail oriented and skilled in customer service interactions.
• Excellent communication, collaboration, and delegation skills.
• Must have a continuing record of professional development and continuous learning.
• A suitable combination of relevant education and experience may also be considered.

Benefits

• Travel, including overnight stays away from bid headquarters is required.