Manager, Call Centre

1 week ago

White Rock, Canada Fraser Health Full time

Why Fraser Health?:
Fraser Health is responsible for the delivery of hospital and community-based health services from Burnaby to Fraser Canyon on the traditional, ancestral and unceded territories of the Coast Salish and Nlaka’pamux Nations, and is home to six Métis Chartered Communities.

Our team of 45,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care. Learn more.

Effective October 26, 2021, all new hires to Fraser Health will need to have full COVID 19 vaccination (have received a full series of a World Health Organization “WHO” approved vaccine against infection by SARS-COV-2, or a combination of approved WHO vaccines). Please note this applies to all postings, and individual medical exemptions must be approved by the Provincial Health Officer.

**Position Details**:
We currently have an exciting opportunity for a **Full Time - Manager, Call Centre** to join our Housekeeping Services call centre operations at **Peach Arch Hospital** located in **White Rock, B.C.**

We hire great people for outstanding jobs and need your help to provide leadership and direction to staff supporting the delivery of housekeeping services to Fraser Health acute hospitals and long term care sites.

**Qualifications**:

- Baccalaureate degree in Business Administration or related discipline
- Plus a minimum (5) years recent related experience
- Including (2) years in a supervisory/leadership role in Housekeeping Services and/or Housekeeping Call Centre
- Valid BC Driver’s License and access to a personal vehicle for business purposes

**Curious to learn what it’s like to work here?**

**Connect with us**

Connect with us on our Careers social channels where you’ll learn about exciting opportunities, get career tips from our recruiters, and meet some of your future team members You can also visit us on Indeed and Glassdoor.

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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 Housekeeping Services call centre operations for call centre hubs supporting the delivery of housekeeping services to Fraser Health (FH) acute hospitals and long term care sites. 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 a FH 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; manages, maintains and coordinates the maintenance and support of the call centres and related technology.

**Responsibilities**:

- Contributes to the development of Fraser Health’s (FH) long term human resources planning goals, policies, mission, and vision by reviewing the operational objectives for FH wide Housekeeping call centres 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 FH wide Housekeeping call centre(s) services to internal/external users; oversees the reporting and documentation of call centre(s) 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(s) data and reports, reviewing existing processes, drafting new processes, documenting and reviewing changes and advising call centre(s) staff on new/changed procedures and processes to support improved housekeeping service delivery to acute hospitals and long term care sites across FH.
- Complies, prepares and maintains a variety of call centre(s)/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;

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