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Supervisor, Claims Contact Centre
4 months ago
As an equal opportunity employer, we are looking to build a diverse workforce that reflects the diversity of our clients and the customers we serve. Learn more about working for WCB atCareers - WCB Alberta
Job Title:
Supervisor, Claims Contact CentreJob Type:
Temporary Long Term (Fixed Term) / Full timeJob Location:
Edmonton, Alberta Supervisor, Claims Contact Centre
Claims Contact Centre
Edmonton, Alberta
Temporary, Full-Time Position (One Year)
Do you…
…aim to be a part of a team that helps injured people get better and get back to life?
…value service, care, excellence, trust and fairness?
…hope to make a difference?
The Claims Contact Centre is looking for an innovative individual to effectively manage and direct Contact Centre Representatives, as well as provide support and assure customer service excellence in alignment with the organization’s corporate initiatives.
Your Supervisor, Claims Contact Centre responsibilities:
Management and performance measurement of a contact centre team on a day-to-day basis. Analyze and plan for internal & external customer requirements for contact centre services. Develop, coach and mentor team members including individual performance appraisals, staff recruitment, rewards & recognition, team building, etc. Identify continuous work process improvements within the contact centre. Maintain an organization-wide view of the WCB, including interaction with other members of the WCB management team. Work cooperatively with other units within the WCB to facilitate a safe and early return to work by injured workers. Proactive involvement in creating a safe and healthy workplace. Develop and implement strategic plans to ensure that team and unit objectives are met. Manage yearly budget.Your experience and skills:
Bachelor’s Degree or Diploma in Business Management is an asset. Supervisory experience involving leadership, recruitment, performance development, coaching and mentoring, strategic planning, and team building is required. Superior communication, decision-making, planning and customer service skills are required. Computer literacy is essential and experience with call centre technology is an asset. Experience and proven performance in disability management (claims adjudication/case management) at the WCB is preferred. Supervisory Development Certificate/Diploma and experience in project management would be an asset. Working knowledge of Workers’ Compensation Act and WCB policies and procedures is an asset. Experience with contact centre technology, measurement, analysis, and reporting including performance and workforce management tools. Equivalencies may be considered.We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities that foster a healthy work-life balance. You’ll work with supportive leaders and skilled professionals in a caring and collaborative work environment. For more information, please see our Employee Handbook, available on our website.
Salary: Grade 12 $87,363 to $102,765 per annum
Final candidates for this position are required to undergo a security clearance as a condition of employment. Please note this is a temporary position for one year with the possibility of extension or permanency.
We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.
Posted: May 30, 2024
Closing Date: June 10, 2024
