Manager, Contact Centre
2 weeks ago
SaskEnergy is seeking a qualified and motivated individual to join our team. The Manager leads and oversees the delivery of provincial workload and capacity forecasting, planning, and performance reporting. This involves managing departmental resources to serve customers across various channels, tracking service levels and work progress, collecting revenue, and acquisition of new customers.
Position Details- Non-union - This position is permanent full time.
Key Accountabilities- Manage business unit performance and quality to deliver on business unit targets and objectives for operational excellence, customer experience, and employee engagement.- Manage staff performance and engagement, provide coaching to develop assigned staff, and ensure a link between strategic plans and employee roles and contributions.- Accountable for contact centre key performance in the areas of financial management, productivity, quality, customer satisfaction and employee satisfaction.- Set and track key performance indicators for the contact centre, forecast work and resource needs, and ensure adequate staffing and service levels across different lines of business.- Manage and optimize the delivery of capacity planning and workload forecasting for provincial operations to support alignment of capacity with workload.-
- Translate organizational strategy and implement tactics; the manager is responsible for translating enterprise strategies into actionable tactics and implementing them within their operational work unit to drive performance and achieve organizational goals, while managing change at the individual level.- Resolve escalated customer issues when the process is undefined, exceeds the documentation, or the customer demands escalation and make the final decision.- Direct daily activities with respect to billing and revenue collection.- Responsible for sound financial control within area of responsibility by contributing to the development of annual budgets, monitoring performance, and taking actions as appropriate.- Other related duties as assigned.
Knowledge/Skills/Abilities- Degree in Business Administration or Commerce, or a related field.- Seven (7) years of progressive business experience, including three (3) years of supervisory experience.- Detail oriented and skilled in customer service interactions.- Excellent communication, collaboration, and delegation skills.- Must have a continuing record of professional development and continuous learning.
A suitable combination of relevant education and experience may also be considered.
Additional Information- Travel, including overnight stays away from bid headquarters, is required.- This job requires significant travel time.- A Class 5 Driver’s License is required.
Application Instructions-
- For more information on this position, please contact Human Resources at 306-777-9091.
Closing Date
March 4, 2025
Salary Range
$110,198 - $158,063
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