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Assistant Manager, Call Centre Operations

3 months ago

Burnaby, British Columbia, Canada BCAA Full time

Work at an award-winning top employer If you are looking for an empowering and progressive place to shape your future, then you've landed in the right place at BCAA.

With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province.

Share our purpose to empower British Columbians to move forward.

BCAA has been named one of BC's Top Employers 2023

What BCAA offers you:

  • It's not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
  • Our team members get to make a difference in the lives of our Members and their communities every day.
  • We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
  • We enthusiastically support learning and advancement opportunities for our team members.
  • We are an equal opportunity employer that's committed to accessible, inclusive employment.
  • Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
Evo Car Share is searching for an Assistant Manager, Call Centre Operations (Evo Car Share)

  • Summary:_
The Assistant Manager is responsible for the overall performance of the Evo Call Centre.

This position reports to the Manager, Call Centre Operations and is responsible for managing and executing customer service strategies for the success of BCAA's car sharing program.


  • Key Responsibilities:_
Leadership

Leads and develops team members through coaching, career development and succession planning. For example,- Implements leadership practices such as observational and results coaching standards, team meetings or huddles and quality monitoring to meet Member experience, financial health, productivity, risk management and engagement goals- Supports team members career development plans to meet succession planning and personal career goals- In collaboration with the management team, creates an engaging and positive working environment through recognition, motivation, trust and integrity


Member Experience- Manages internal and external partners to execute on the car sharing member experience vision- Meets Member experience standards for Member satisfaction, Member conversations, and other key customer service and operations metrics- Manages Member escalations- Communicates Member experience standards through planning and team member conversations (team meetings, huddles, coaching practices) etc.

- Identifies big picture trends/issues and recommend solutions to improve the BCAA member experience

Operational Excellence

Collaborate with cross-functional teams to deliver on the Member Experience strategy:

  • Work with internal and external partners to create processes, policies, and procedures that execute the Member Experience Vision
  • Work with internal and external partners to trouble-shoot systems issues with team members and where needed
  • Implement change management practices during system upgrades
  • Implement contingency plans when system outages occur
  • Implement feedback from other teams and share feedback from your team with other teams
  • Implement methods to streamline or automate workload to improve productivity
  • Manage day-to-day collaboration with internal and external teams:
  • Liaise with internal stakeholders and third party vendors to maintain key service levels
  • Support team members with their questions
  • Manage escalations
  • Approve exceptions
  • Complete workforce management activities such as scheduling adjustments
Lead team to meet all quality standards such as:

  • Limited errors and omissions.
  • Accurate processing and documentation
  • Productivity goals
Human Resources & Contract Management- Recruit and retain engaged and skilled team members- Manage performance to the required standards through coaching, performance reviews and discipline, if needed- Manage third party suppliers and contracts related to the Member Experience and Customer Contact

  • Qualifications:_

Education:

  • Completion of postsecondary diploma or degree in business, communications or marketing or equivalent related work experience

Experience:

  • Minimum 6 years working in customer service environment with a minimum of 3 years in a supervisory or management level position in a customer service environment

Qualitative Skills:

  • Demonstrated performance coaching, leadership and business building skills
  • Demonstrated experience with recruitment, selection and succession planning
  • Proven ability to res