Team Manager

2 weeks ago

Burnaby, Canada FortisBC Full time

**Branch**: Gas

**Affiliation**: Management & Exempt

**Employment Status**: Full-Time Regular

**Workplace Flexibility**: Yes

**Posting End Date**: Open until filled

We’re a Canadian-owned and BC-based energy company taking steps toward a lower-carbon energy future by providing renewable energy, natural gas and electricity to more than 1.2 million customers.

We’re looking for new talent to join us as we transform BC’s energy future. Our diverse team of more than 2,600 employees is committed to a safe and inclusive culture where each of us can connect, belong and grow. Join us and let’s work together for a better BC. Position Overview

Reporting to the Contact Centre Manager, you’ll provide leadership, guidance and empowerment to a team of Customer Service Representatives across multiple delivery channels within a customer-centric culture and following our strategic vision and core values.

There’s no one better at coaching others to enable high-end performers and light the innovative fire in us all. As escalated inquiries and complex requests come through, you know how to manage competing requests, allocate resources and ensure appropriate staffing levels to mitigate these concerns off the hop.

Our customers and communities come first in everything we do because we serve where we live and work. We’re known for providing energy to our customers safely and reliably, and this extends to how we serve our customers at our contact centres. We want you to your part in rethinking our energy future. In this role, you will:
Coordinate, delegate and monitor staff work assignments.
Establish and monitor individual and team goals, utilizing coaching and motivational techniques to assist employees in their development.
Participate in the improvement of standards, policies and procedures, leading to the continuous enhancement of service quality and customer satisfaction. In year 1, you will:
Lead a small team of Customer Service employees with the goal of providing a world-class customer experience through coaching and development.
Partner with other Customer Service leaders to oversee and deliver training and engagement initiatives.
Build confidence supporting and resolving complex or escalated customer inquiries. In year 2, you will:
Expand on your coaching and leadership.
Participate in review and improvement of Customer Service business practices.
Start to take a lead role in Customer Service engagement initiatives. What it takes:
A Bachelor’s degree or diploma in a related discipline from a recognized program plus two to three years recent, related experience or an equivalent combination of education, training and experience.
Working knowledge of the utility industry.
Demonstrated leadership, motivational and staff development skills.
Strong customer service orientation and problem solving skills.

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

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