Contact Centre Manager

2 weeks ago

Newmarket, Canada Util-Assist Inc. Full time

**CONTACT CENTRE MANAGER**

**Who We Are**:
Util-Assist is a leading consulting company to electric, water, and gas utilities, with customers throughout Canada and the United States. Utilities today are undergoing an exciting digital transformation; the widespread deployment of smart grid technologies and renewable energy sources is colliding with customer demand for electric vehicles, energy savings, and better customer experiences to produce a dramatic shift in how utilities do business. Util-Assist is at the forefront of that shift.

Our vision is to be the trusted partner in driving digital innovation that reshapes the utility landscape. To bring that vision to life, Util-Assist is leading the way in helping utilities take advantage of the latest developments in utility IT, with growing practices for data analytics and customer experience consulting building on our well-established smart grid procurement and implementation management services. Our managed services division provides a variety of services to utility customers, including outage management and intelligent monitoring services.

Teamwork is key to the success of the Util-Assist family; mutual respect, cooperation, and honesty are hallmarks of our principles. We offer a range of energizing, multi-disciplinary careers in a high-tech industry, with great potential for development and advancement as both the industry and our company continue to grow. Util-Assist’s flexible work environment allows you to work from anywhere, letting you choose the work arrangements that make the most sense for you. We will give you the tools and support to succeed in our business, wherever you are.

We are firmly committed to fostering a welcoming, positive, and diverse workplace. Thanks to our outstanding culture, we are the proud recipients of several national and local awards, including the Employee Recommended Workplace Award (three years running), the York Region Business of the Year award, and the Newmarket Large Business of the Year Award.

**What We Need**:
The Contact Centre Manager is responsible for managing the daily operations of PowerAssist and SecureAssist services, the effective resource planning and implementation of staffing strategies and operations. It is also incumbent to the position to maintain strong relationships with existing clients and being responsive to their issues and requests.

**What You’ll Do**:
**Production and Operations**:

- Establish and continuously manage shift patterns in line with operational requirements and assign staff to work schedules
- Effectively manage change through customer and staff engagement. Support and lead the ongoing service optimization efforts.
- Provide people leadership and direction through coaching, development, performance management and resource planning.
- Develop and maintain process documentation to ensure it is always current.
- Seek opportunities for process improvement and client service improvements and implement changes.
- Establish and continuously review goals and key performance metrics. Manage departmental performance through the monitoring of progress on established goals and key performance metrics.
- Ensure ongoing training of employees on new processes and procedures or when onboarding new clients.
- Maintain statistics, user rates and performance levels of PowerAssist and SecureAssist and prepare reports by collecting, analyzing, and summarizing data and trends.
- Review profitability of the existing contractual commitments and identify ways to deliver services in an efficient and effective manner.
- Participate in the recruitment and selection process and provide orientation and training for new hires.

**Customer Success**:

- Act as the main point of contact with clients regarding services, investigate and resolve client concerns.
- Promote all contact centre technology features to existing clients (e.g., Webchat)
- Implement client changes and ensure documentation reflects updated operational requirements.

**What You Will Bring**:
**Skills**:

- Knowledge in Change Management strategy and tactics
- Expertise in managing 24/7 shift operations
- Experience in managing a distributed workforce
- Expert organization skills
- Advanced decision making and problem-solving skills
- Advanced time management skills
- Expert customer service and communication skills
- Intermediate project management skills
- Advance people management skills with the ability to manage remote teams
- Advanced MS Office skills

**Knowledge/Education**:

- 3-5 years’ experience managing a Contact Centre ideally in a 24/7 operation
- 3-5 years’ experience in the utility industry
- Advanced knowledge of Contact Centre practices, metrics, and technology
- Knowledge of electrical distribution operations and outage management practices
- Knowledge of security monitoring operations and technology
- Advanced knowledge of the Employment Standards Act
- Intermediate knowledge of PIPEDA, MFIPPA or equivalent.

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