Manager, Call Centre, Housekeeping Services

5 months ago

Vancouver, Canada PHSA Full time

**Manager, Call Centre, Housekeeping Services, Inter-Campus Operations**
- Children's & Women's Health Center Vancouver, BC

In accordance with the Mission, Vision, Values and strategic direction of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, Housekeeping Services, the Manager oversees the provision of quality Housekeeping Services call centre operations supporting the delivery of housekeeping services to Inter-Campus Operations (ICO) within British Columbia Children’s Hospital (BCCH), British Columbia Women’s Hospital and Health Centre (BCW) and the British Columbia Cancer Agency (BCCA). Provides leadership and direction to staff to ensure department service levels are maintained and customer service targets are achieved while identifying areas for improvement and/or development. Develops department policies and procedures including the development of an ICO wide Housekeeping call 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.

**What you’ll do**
- Contributes to the development of ICO’s long term human resources planning goals, policies, mission, and vision by reviewing the operational objectives for a Housekeeping Call 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 an ICO wide Housekeeping call centre service 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.
- Monitors workload and call volumes to ensure that response times and other performance targets are met in an effective and efficient manner.
- Develops, monitors, evaluates, and maintains work procedures and processes, by analyzing call centre data and reports, reviewing existing processes, drafting new processes, documenting and reviewing changes and advising call centre staff on new/changed procedures and processes to support improved housekeeping service delivery within ICO.
- Prepares and maintains a variety of call centre/department statistics used to monitor and maintain call volumes, staffing levels and workload volume. Analyzes service statistics to identify service improvement opportunities and trends to provide related recommendations.
- Recruits and manages assigned staff in accordance with professional standards, performance expectations and legislative/contractual obligations; directs, supervises and evaluates staff to ensure effective performance of duties
- Plans, assigns and/or provides work direction to staff by setting goals and standards and assigning responsibilities; coordinates the development, implementation and evaluation of staff training/orientation
programs; promotes, disciplines and initiates employee disciplinary action and/or terminations, as required.
- Develops the annual operating and capital budgets for the assigned portfolio; monitors expenditures and performs variance analysis and reporting; takes corrective action as required to address budget and/or expenditure anomalies.
- Oversees and/or develops a quality improvement program to identify and resolve quality assurance issues; develops recommendations based on review of metrics to address gaps in service, quality of data collected and service provided, staff and human resource issues; implements recommendations as required.
- Identifies and promotes the development of research opportunities and utilization of research findings in refinement of call centre(s) service and best practices.
- Prepares operational and statistical reports, presentations and marketing materials for managing operations, reporting out on performance and marketing services to stakeholder groups. Other additional leadership responsibilities as assigned.
- Represents Housekeeping Services on various internal and external committees regarding call centre best practices and related issues.

**What you bring**

**Qualifications**:

- Baccalaureate degree in Business Administration or related discipline, plus a minimum five years recent related experience including two (2) years in a supervisory/leadership role in Housekeeping Services and/or Housekeeping Call Centre, or an equivalent combination of education, training and experience.

Skills & Knowledge
- Awareness of and commitment to learning and understanding the Truth & Reconciliation Commission’s 94 Calls to Action (2015), In Plain Sig

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