Contact Centre Operations Manager

2 weeks ago

Surrey, British Columbia, Canada Fraser Health Full time

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.

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