Contact Centre Operations Manager

1 week ago

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

Fraser Health is seeking a highly skilled and experienced Contact Centre Operations Manager to oversee the daily operations of our centralized contact centre function. As a key member of our team, you will be responsible for ensuring effective contact centre services, supervising designated staff, and implementing and maintaining office administrative policies, processes, and procedures.

Key Responsibilities
  • Oversee the daily operation of the centralized contact centre function, ensuring seamless communication and service delivery to patients, clients, and residents.
  • Supervise and direct designated staff, providing guidance and support to ensure high-quality work and meeting performance objectives.
  • 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 level of support to ensure contract requirements are met.
  • Make recommendations and assist in the development of innovative solutions within established budgets.
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.
  • Strong leadership practices, including clear, caring, and courageous leadership.
  • Demonstrated knowledge and understanding of voice technology systems, architecture, and concepts.
What We Offer

Fraser Health is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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