Contact Centre Operations Manager

1 month ago


Surrey, British Columbia, Canada Fraser Health Full time
Job Summary

As a key member of the Fraser Health team, the Coordinator, Contact Centre plays a vital role in ensuring the effective operation of the centralized contact centre function. This position oversees daily operations, supervises designated staff, and implements administrative policies and procedures to meet established standards and objectives.

Key Responsibilities
  • Oversee the daily operation of the centralized contact centre function, ensuring seamless communication and service delivery to patients, clients, and residents.
  • Supervise designated staff, providing guidance, support, and performance appraisals to ensure high-quality work and meet performance expectations.
  • Implement and maintain departmental office administrative policies, procedures, and processes, including occupational health and safety, leave management, education, and orientation.
  • Evaluate contact centre requirements, liaise with external vendors, and monitor support levels to ensure contract requirements are met.
  • Develop and implement innovative solutions within established budgets, collaborating with the Manager to achieve annual goals and objectives.
  • Identify current system capabilities and participate in planning for future needs, ensuring the contact centre remains efficient and effective.
  • Monitor contact centre expenditures, approve invoices from external vendors, and perform other related duties as required.
Requirements
  • Diploma in Business Administration or equivalent combination of education, training, and experience.
  • Five to seven years' recent, related experience, including two years' experience in a supervisory capacity, in a large, complex organization.
  • Demonstrated knowledge and understanding of voice technology systems, architecture, and concepts.
Competencies

The successful candidate will demonstrate the leadership practices of the Fraser Health Leadership Framework, including Clear, Caring, and Courageous leadership. They will create a positive work environment, foster collaboration, and promote a culture of excellence.



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