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Contact Centre Operations Manager

2 months 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 the daily activities of the contact centre, supervises designated staff, and implements administrative policies and procedures.

Key Responsibilities
  • Oversee the daily operation of the centralized contact centre function, ensuring seamless communication with patients, clients, and staff.
  • Supervise and support designated staff, providing guidance and coaching to ensure high-quality service delivery.
  • Implement and maintain office administrative policies, procedures, and processes, including occupational health and safety, leave management, and 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 to improve contact centre operations, within established budgets.
  • Collaborate with the Manager to develop annual goals and objectives for the contact centre.
  • Perform other related duties as required.
Qualifications

To be successful in this role, you will require:

  • A diploma in Business Administration or equivalent.
  • Five to seven years of recent, related experience, including two years in a supervisory capacity, in a large, complex organization.
  • Demonstrated knowledge and understanding of voice technology systems, architecture, and concepts.
  • Leadership practices of the Fraser Health Leadership Framework, including Clear, Caring, and Courageous.