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Mgr, Contact Centre Plan

4 months ago

Vancouver, Canada BC Hydro Full time

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that’s where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

**JOB DESCRIPTION**
**Duties**:

- Working as part of a management team, oversees a team of approximately 10 analysts and
- administrators that enable the scheduling of staff for BC Hydro’s contact centres in Vancouver
- (Hamilton) and Vernon, as well as for other Customer Service teams such as billing, collections
- and in-person services. Develops mid-term forecasts of call/work volumes and identifies staffing
- requirements and shift schedules that cost-effectively meet service level targets. Manages time
- entry and staff scheduling process, as well as associated reporting and analytics, for services
- provided by Contact Centre and Billing Operations. The Workforce Planning & Centre will be
- results-oriented, have an exceptional customer service orientation, and take a practical approach
- to effectively resolve problems. The position will also be accountable for implementing continuous
- improvements utilizing best practices and technology.
- Major Responsibilities and Duties- Provides day to day coaching, direction, leadership and support to team members;
- Uses advanced statistical analysis of historical call volumes and operational changes to develop

mid
- and short-term resource plans and shift schedules, as well as to identify long-term resource
- requirements;- Schedules contact centre, billing and payment teams while balancing budgetary constraints with

service delivery targets; performs budget and financial variance analysis to ensure departments
- remain on budget, provides budget forecast for annual financial planning;- Monitors daily call volumes and attendance, as well as near-term operational requirements (e.g.,

anticipated storms), and adjusts staffing as required to ensure that service levels and budget
- targets are met;- Leads the development and continuous improvement of resource forecasting and scheduling
- processes and tools; maintains a focus on best practices and identifies opportunities for
- improvement; suggests workforce optimization and collective agreement changes;- Oversees time entry processes in Contact Centre and Billing Operations;
- Champions a customer-centric culture by driving continuous operational and customer service

excellence;- Assists in implementing operational systems, processes and policies in support of our customer

priority;- Manages and monitors performance of team members to meet or exceed key performance

measures;- Motivates staff and improves employee engagement with focused initiatives to build a high

performing and engaged workforce;- Acts as a coach and mentor, and actively supports employee growth, development and training

initiatives;- Hires, onboards and develops team members and contributes to the development of hiring plans

and profiles;- Leads initiatives or programs within an area of expertise or specialization;
- Contributes to development of the business group’s annual work plan, leadership development

plan, employee engagement plan, recruitment plan and safety plan; and- Establishes strong relationships and communication channels with internal and external clients/

stakeholders, as well as with an external network of peers, to ensure coordination of support
- issues, and the maintenance of excellent customer service.

**Qualifications**:
***
- A bachelor’s degree in a related discipline and 5 or more years of forecasting and/or scheduling

experience for a 100+ seat contact centre.- An equivalent combination of education and experience may be considered.
- Ability to demonstrate key workforce management concepts as related to demand forecasting,

headcount capacity planning, scheduling, real time monitoring, skilling, call routing, and
- performance improvement.- Experience with Excel and workforce planning tools, ideally Aspect.
- Progressive leadership experience in a call centre environment with an ability to energize and

motivate a team of staff.- Well-developed planning, organizational, analytical and problem solving skills.
- Excellent written and verbal communication skills.
- Strong ability to influence.
- Familiarity with managing in a Unionized environment and ability to interpret the Collective

Agreement.
-