Manager, Contact Centre

**JOB PURPOSE**

The Contact Centre Manager contributes to the division’s success as a member of 211’s senior leadership team, reporting to Director, 211. They hire, coach/mentor, prepare and motivate their team to provide excellent service to a broad variety of customers. The manager is responsible for planning and delivering departmental strategic outcomes, analyzing contact center metrics, ensuring that the division and staff meet goals, and providing reliable and efficient support for customers. They will ensure system and process functionality and productivity, and participate in internal and external projects and initiatives.

**DUTIES & RESPONSIBILITIES**
- Manages all aspects of the 24/7/365 call center to achieve quantitative, qualitative objectives; delivers solutions for improvement.
- Responsible for the supervision, development, and annual performance evaluation of all contact centre staff, and employee satisfaction.
- Regulates staffing of all Information and Referral (I&R) services, taking into account all appropriate considerations (e.g. service levels, funders’ requirements, accreditation standards, fee-for-service contracts, collective agreement, laws and regulations, budgetary considerations, etc.).
- Tracks and measures productivity through contact centre metrics (e.g. speed of answer, abandon rate, handle time, etc.) to meet service level and quality requirements and monitor staff performance.
- Enhance employee engagement and performance, and communicate and execute business goals within a high-performance culture.
- Responsible for implementing improvements and changes in contact centre systems and processes, and supporting and motivating contact centre staff in adopting evolving practices.
- Handle funder, service provider and client complaints about the service.
- Accountable for the adherence, measurement and evaluation of all I&R services in accordance with AIRS accreditation standards and internal policies and procedures.
- Responsible for ensuring all I&R employees attain and maintain AIRS certification.
- Accountable to collaborate with the Manager, Operations on budget assignment including labour and training costs.
- Leads the recruitment, hiring, onboarding and training of I&R staff in collaboration with colleagues including the Manager, Operations and Quality Assurance Lead.
- Ensures the preparation of reports, proposals, and correspondence and the maintenance of records relevant to all I&R services.
- Builds collaborative relationships with community partners and engages stakeholders.
- Responds appropriately to community requests for 211 representation.
- Performs other related duties.

**QUALIFICATIONS & REQUIREMENTS**

**Education**:

- Post-secondary degree in a relevant field (e.g. Management, Psychology, Social Work, etc.), or equivalent education/training/experience

**Experience**:

- Three (3) plus years of supervisory or management experience in a high-volume contact centre
- Experience in leading remote-based employees is an asset

**Skills**:

- Exceptional people management and leadership skills
- Excellent technical skills, including experience with contact centre platforms and metrics, databases, and business communication platforms (e.g. MS Teams).
- A compelling communicator - comfortable and credible at all levels.
- An empowering manager, relationship builder and team player.
- Strong collaboration and partnering skills.
- Strategic and open-minded thinker.
- Models and fosters behavior that establishes a culture that is empowered, walks the talk, determined, and united.

**CHARACTERISTICS**
- For success at UWBC and in this role, certain demonstrable characteristics will be required:

- A commitment to building healthy, caring and inclusive communities, internally and externally
- Embodying the organization’s core values to be collaborative, compassionate, strategic, responsive, accountable and inspiring
- Ability to navigate ambiguity and comfortably operate in it
- Drive to succeed as an individual and as a team member

**At UWBC, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, programs, donors, and the communities we live and work in. At UWBC, we encourage all applicants regardless of age, sex, gender identity, colour, religion, sexual orientation, or any other basis to apply.