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Contact Centre Operations Manager
2 months ago
Job Summary
The Contact Centre Operations Manager is responsible for overseeing the daily operations of the centralized contact centre function for Fraser Health. This role requires a strong leader who can ensure effective contact centre services, supervise designated staff, and implement and maintain office administrative policies, processes, and procedures.
Key Responsibilities
- Oversee the daily operation of the centralized contact centre function, ensuring that all services are delivered to the highest standard.
- Supervise designated staff, providing guidance, support, and direction to ensure that they are meeting their performance goals and objectives.
- Implement and maintain office administrative policies, procedures, and processes, including occupational health and safety, leave management, education and orientation, and compliance with applicable acts, regulations, and collective agreements.
- Evaluate contact centre requirements, liaise with outside vendors, and monitor the level of support to ensure that requirements and expectations of contracts are met.
- Make recommendations and assist in the development of innovative and workable solutions within established budgets.
- Assist in the development of annual goals and objectives for the centralized contact centre.
- Identify current system capabilities and participate in identifying, projecting, and planning for future needs.
- Monitor contact centre expenditures and approve invoices from external vendors, within authorized budgets.
- Serve as change lead and subject matter expert for various contact centre related projects.
- Attend and participate on assigned meetings and committees as requested.
Qualifications
- Diploma in Business Administration plus five to seven years' recent, related experience, including two years' experience in a supervisory capacity, in a large, complex organization, or an equivalent combination of education, training, and experience.
- Demonstrated knowledge and understanding of voice technology systems, architecture, and concepts.
- Leadership practices of the Fraser Health Leadership Framework of Clear, Caring, and Courageous.
