Provincial Contact Centre Director

**Competition #**: 43190

**Department**: Service Nova Scotia

**Location**: HALIFAX

**Type of Employment**: Permanent

**Union Status**: Exclusion - Non Union - NSPG

**Closing Date**: 21-Jun-24 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia, we impact every citizen and business in the province. Service Nova Scotia's mission is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

About Our Opportunity

Reporting to the Executive Director the Director Contact Centre is accountable for the development and implementation of the government contact centre and the supporting phone channel strategy that delivers the mandate, to make it easier for citizens and businesses to connect with government. This is accomplished by demonstrating and facilitating excellence in client centric service delivery, varied program requirements and fiscal constraint.

The Director, ensures the phone service channel for government, consisting of multiple physical locations and hundreds of service offerings, operates efficiently and effectively within established and evolving quality assurance, service and program standards. They will use their expertise in Customer Service theories and delivery models in areas such as customer contact processes, service metrics, transaction metrics, occupational health and safety, audit, risk management and privacy/identity authentication and management in a union environment to meet program requirements.

The Division's work requires a vast scope of interaction. The Director makes strategic linkages to ensure the division is represented appropriately across partnerships and networks, and supports and guides the division in influencing/ persuading senior decision makers, in the three levels of government and stakeholders to champion ideas and issues with urgency and follow through to achieve necessary outcomes.

The Director ensures that divisional resources including human, financial, physical, technological and information requirements are available to maintain and improve the delivery of service.

Qualifications and Experience

Previous call centre experience would be considered an asset.

**The Director, Contact Centre must demonstrate**: expertise in client service theories and service delivery models to achieve delivery of contact centre services in a complex operational environment for multiple programs and within service targets; experience in working consultatively with stakeholders to operationalize changes to systems, polices, and legislation; and, the ability to provide strategic guidance, lead change initiatives and drive innovation to achieve a high degree of client satisfaction with a large and diverse range of services and access points.

The Director, Contact Centre must be an effective leader with a commitment to achieve demonstrable improvements. This Director must be a strong team player with a flexible approach and willingness to engage with a wide range of organizational issues working across boundaries to tackle diverse and complex issues. As a leader of a large, diverse team the Director must have the ability to inspire, motivate and command trust, respect, fairness and confidence.

A driver's license is required as there is a need to drive on a regular basis to visit an office in a geographic area.

LEADS

For more information, please visit LEADS Framework.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, oral presentations, interview(s), and reference checks.

Equivalency

**Benefits**:
Based on the employment status, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short and Long Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

What We Offer

Career development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career
**Engaging workplace**: our employees feel valued, respected, connected, and tuned in, we have forward-thinking policies and strategies
Countless career paths
Department specific flexible working schedules

**Pay Grade**: EC 14

**Salary Range**: $4,055.86 - $5,576.81 Bi-Weekly

**Employment Equity Statement**:
Current government employees may access this posting through the link below: