Contact Centre Manager

Fortis BC
Posted 2 months ago
Full Time

Job Description

Location: Trail, BC, CA Branch: Electric Affiliation: Management & Exempt Employment Status: Full-Time Temporary Temp Duration: 10 months

We’re looking for new talent to join us as we reinvent the future of energy. Across BC, we have a diverse team of more than 2,500 employees we can’t do without, yet we’re growing as fast as ever.

You may think we’re your standard utility that delivers natural gas and electricity, but we’re also into cool, innovative energy solutions. Think carbon capture, renewable energies and lower-carbon transportation for a start. We believe in creating a cleaner, healthier tomorrow.

If you like meaningful work, a dynamic environment and forward-thinking colleagues, build your career with us. You’ll get opportunities to grow, lead, solve, and create. So what are you waiting for? Let’s rethink energy together.

Position Overview Reporting to the Manager, Customer Operations and Contact Center, this position is responsible to provide leadership in the achievement of customer service goals and objectives to enable sustained service quality, productivity and efficiency and customer retention.

Responsibilities Provide leadership in the execution of customer service goals and objectives; collaborate with leadership team and key stakeholders in the effective management of contact centre operations. Provide leadership and direction to staff utilizing effective management techniques. Oversee, coordinate, and delegate work assignments to meet operational demands and customer needs; set performance expectations and conduct regular performance reviews and coaching meetings with both frontline and supervisory staff.
Provide input in the development of annual operating budgets, departmental policies, service quality metrics and key performance indicators based on industry best practice in accordance with established standards, regulations and tariffs; evaluate metrics to ensure their effectiveness. Act as an advocate for change and continuous improvement; represent the interests of the contact centre and the customer in the development and implementation of continuous improvement activities. Establish and maintain effective working relationships with internal departments and external customers at all leadership levels; ensure customer escalations are handled in an effective manner. Participate in the development of contact centre recruitment strategies to attract and maintain a knowledgeable workforce to provide high quality service in a challenging environment. Collaborate with Human Resources/Labour Relations staff in the execution of contact centre implementation and ongoing human resources management activities. Conduct work in a manner that prevents injuries and incidents, and contributes to FortisBC’s Target Zero Mission. Maintain knowledge and understanding of safety policies, practices, and procedures. Lead by example by putting safety first at all times. Requirements Bachelors degree in a business related discipline from a recognized program plus 4 to 7 years experience working in a leadership capacity or an equivalent combination of education, training and experience. Knowledge of the Utility Industry Demonstrated ability to utilize technology in the development and maintenance of service quality metrics, performance indicators and workforce planning Demonstrated ability to develop and implement quality assurance processes and procedures Demonstrated ability to apply superior judgment, strategic and innovative thinking in decision making Demonstrated ability to provide leadership and motivate team members Demonstrated ability to effectively coach, persuade and influence others, negotiate solutions Demonstrated ability to develop and maintain effective working relationships Demonstrated ability to communicate effectively both verbally and in writing Demonstrated ability to organize work, meet priorities and to work within demanding work schedules. Demonstrated ability to analyze and resolve problems/conflict Demonstrated ability to work both independently and as part of a team Intermediate level computer skills in Microsoft Office Suite Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

Safety is our number one priority, and to maintain the health and safety of our employees and broader communities, we have a number of COVID-19 safety measures in place. This includes a requirement for all new employees to provide proof of full vaccination, prior to their first day of work or the start of their employment. And of course, we will consider an accommodation for anyone who’s unable to be vaccinated due to a protected ground as defined by the Human Rights Code.

To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information.

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