Operational Supervisor for Contact Centre

16 hours ago


Surrey, British Columbia, Canada Fraser Health Full time

About the Role

We are seeking a highly skilled and experienced Operational Supervisor to join our team at Fraser Health. The successful candidate will be responsible for overseeing the daily operations of our centralized contact centre function, ensuring effective contact centre services and supervising designated staff.

Main Responsibilities

  • Oversight of daily operation of the centralized contact centre function for Fraser Health.
  • Supervision of designated staff by coordinating and scheduling work, supporting, directing and guiding staff, monitoring the quality of work, and completing performance appraisals.
  • Hiring, orienting and training new employees and developing and implementing appropriate staff development and retention plans.
  • Assistance in discipline issues, participation in the investigation of grievances and routine confidential employee issues, and initiation of employee terminations.
  • Participation in third party hearings as required.
  • Implementation and maintenance of departmental office administrative policies, procedures, and processes including occupational health and safety, leave management, education and orientation, as well as compliance with applicable acts, regulations and collective agreements.
  • Evaluation of contact centre requirements, liaison with outside vendors, and monitoring level of support to ensure requirements and expectations of contract(s) are met.
  • Recommendation and assistance in the development of innovative and workable solutions within established budgets.
  • Assistance in the development of annual goals and objectives for the centralized contact centre.
  • Identification of current system capabilities and participation in identifying, projecting, and planning for future needs.
  • Monitoring of contact centre expenditures and approval of invoices from external vendors, within authorized budgets.

Qualifications

  • Diploma in Business Administration or equivalent.
  • 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.

Salary Range

$85,000 - $110,000 per year, depending on experience.



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