Assistant Manager, Customer Contact Centre

2 weeks ago

Calgary, Canada Mayfair Diagnostics Full time

Be a part of something bigger
- help facilitate excellence in healthcare in Canada by improving people’s access, efficiency, and experience with diagnostic imaging. Through our 16 state-of-the-art clinics, Mayfair Diagnostics delivers high-quality diagnostic imaging and services, offering a wide range of screening, diagnostic, and interventional procedures in communities across Calgary and in Saskatchewan.

**Status**: Full-time

**Location**: Customer Contact Centre - Phillips Park

**Hours**: 37.5 Hours/week

**Our Company**:
Our mission at Mayfair is to improve people's lives, one focused image and one caring compassionate human touch at a time. Mayfair Diagnostics is owned and operated by over 50 radiologists and employing more than 400 employees. We have been leading the way in delivering specialized and diverse medical imaging services using state-of-the-art technology since 1911.

**How Our Employees Describe Mayfair**:

- I feel connected to my team. My role is valued.
- I am empowered to try new things.
- I have the opportunity to do what I do best.
- I enjoy coming to work every day and see a future here.
- I have a sense of pride in our company and I tell others that I’m glad to be at Mayfair.

**Position Purpose**:
The Assistant Manager, Customer Contact Centre (CCC) plays a key role in impacting the experience of our patients by helping manage and oversee all contact centre activities. The Assistant Manager is a shared role with other colleagues who are focused on managing, developing, and supporting a team of approximately 15+ Patient Experience Coordinators (PECs) focused in different specialty queues across the centre.

The incumbent is responsible to provide supervision as well as ongoing coaching to assist in developing skill sets and motivating employees within the Customer Contact Centre. This role requires a functional “hands on, roll up your sleeves” approach. Duties include monitoring and enhancing call quality, assessing workflow and workflow distribution, and overseeing, along with the other CCC management team members, all CCC operations. The Assistant Manager works alongside and supports other Assistant Managers and the Manager, fostering an environment of collegiality. This includes providing oversight and management of their team(s) during periods of absence. All work is focused on ensuring the CCC, as the first point of contact with Mayfair, provides our patients and referrers with an outstanding experience in all their interactions.

**Responsibilities**:
**CCC Operations**:

- Proactively liaises with the Contact Centre Manager, Clinic Managers, Assistant Clinic Managers, Operations, Human Resources, Marketing, Business Development, and other third parties to gather information and resolve issues appropriately and quickly.
- Comprehensive understanding and monitoring of compliance to procedures, policies, and the high value of integrity placed on patient care and patient confidentiality.
- Maintains and improves contact centre operations by monitoring system performance; and identifying and resolving problems; and preparing and completing action plans to meet contact centre objectives.
- Manages daily processes and operations of their contact centre teams.
- Handles patient and/or referrer escalations, involving appropriate internal resources or departments in order to resolve issues.
- Fosters a continual positive, healthy, and safe work environment in accordance with Mayfair’s culture and all applicable federal, provincial, and local regulatory laws and rules.

**PEC Management**:

- Manages Patient Experience Coordinators including telephone and correspondence, to ensure effective delivery of service.
- Assigns work, sets completion dates, reviews work, and manages performance of the Patient Experience Coordinators in accordance with organizational policies, procedures, and performance management processes.
- Conducts team meetings, one-on-one coaching, performance reviews, and provides feedback to the Patient Experience Coordinators.
- Reviews Patient Experience Coordinators performance metrics, monitors and reviews a sampling of call recordings in order to reinforce behaviours, or redirect behaviours in order to minimize errors, determine coaching priorities and/or enhanced training requirements.
- Accomplishes contact centre human resource objectives by assisting as needed in recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures within Mayfair Human Resources guidelines.
- Works with and supports the Training Leader to identify training needs for internal staff growth and performance improvements.

**Process Improvement**:

- Proactively identifies and provides solutions to productivity, quality, and patient-service issues.
- Continually evaluat

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