Manager, Contact Centre

7 days ago

Surrey, Canada Fraser Health Full time

Salary range: The salary range for this position is CAD $54.16 - $77.86 / hour Why Fraser Health?:
Fraser Health is the second largest health system in Canada with over 48,000+ staff, medical staff and volunteers, and is the largest of five regional health authorities in British Columbia, providing hospital and community-based health services to nearly 2 million people in Metro Vancouver and the Fraser Valley.

**Position Highlights**:
We are seeking a **Manager, Contact Centre**, to supervise designated staff to meet customer service targets while identifying areas for improvement and/or development. You will be responsible for developing department policies and procedures including the development of a regional FH contact centre strategy incorporating current and new technology by liaising with internal stakeholders to identify service requirements and external providers with development and/or implementation of new technology.

**Build on your education and experience as you**:

- Contribute to the development of FH's long term human resources planning goals, policies, mission, and vision by reviewing the operational objectives for a regional contact centre.
- Develop and implement department goals, objectives, policies and procedures to ensure the effective and efficient delivery of call centre services to internal/external users.
- Review and track calls received by staff to identify gaps in service levels, client issues and timeliness of service provided; manages and analyzes performance statistics and recommends and/or implements corrective action as required.
- Recruit and manage assigned staff in accordance with professional standards, performance expectations and legislative/contractual obligations.
- Plan, assign and/or provide work direction to staff by setting goals and standards and assigning responsibilities.
- Develop the annual operating and capital budgets for the assigned portfolio.
- Oversee and/or develop a quality improvement program to identify and resolve quality assurance issues.
- Identify and promote the development of research opportunities and utilization of research findings in refinement of contact centre service and best practices.
- Represent the health authority on various internal and external committees regarding contract centre best practices and related issues.

**Are you motivated to join our team? We will be looking for you to have the following**:

- Bachelor's degree in Business Administration, Public Administration and/or related field, supplemented
- An equivalent combination of education, training and experience may be acceptable

**If this sounds like the ideal role for you, here are more reasons why we think you should apply**:

- A career that offers you the opportunity to work in a fast growing and exciting organization with professionals who are outstanding in their respective fields.
- Competitive salary package, including comprehensive health benefits coverage.

This is a **Relief Full Time** opportunity is available until March 2025 and located at **Central City** in **Surrey,** **BC**.

Detailed Overview**:_Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families. _**
Oversees the provision of quality contact centre operations for Fraser Health (FH) including the supervision of designated staff to meet customer service targets while identifying areas for improvement and/or development; develops department policies and procedures including the development of a regional FH contact centre strategy incorporating current and new technology by liaising with internal stakeholders to identify service requirements and external providers with development and/or implementation of new technology; manages, maintains and coordinates the maintenance and support of the call centre and related technology.

**Responsibilities**:

- Contributes to the development of FH's long term human resources planning goals, policies, mission, and vision by reviewing the operational objectives for a regional contact centre including the development of recommendations to meet current operational requirements and reflect future operational and strategic needs of the department.
- Develops and implements department goals, objectives, policies and procedures to ensure the effective and efficient delivery of call centre services to internal/external users; oversees the reporting and documentation of call centre reports, metrics and service levels and works with staff to develop and implement standard processes/procedures for responding to user requests.
- Reviews and tracks calls received by staff to identify gaps in service levels, client issues and timeliness of service provided; manages and analyzes performance statistics and recommends and/or implements corrective action as required; ensures call centre staff follow established processes in documentation and providing service to cli

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