Manager, Contact Centre

Detailed Overview Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families. Oversees the provision of quality contact centre operations for Fraser Health (FH) including the supervision of designated staff to meet customer service targets while identifying areas for improvement and/or development; develops department policies and procedures including the development of a regional FH contact centre strategy incorporating current and new technology by liaising with internal stakeholders to identify service requirements and external providers with development and/or implementation of new technology; manages, maintains and coordinates the maintenance and support of the call centre and related technology. Responsibilities Contributes to the development of FH's long term human resources planning goals, policies, mission, and vision by reviewing the operational objectives for a regional contact centre including the development of recommendations to meet current operational requirements and reflect future operational and strategic needs of the department. Develops and implements department goals, objectives, policies and procedures to ensure the effective and efficient delivery of call centre services to internal/external users; oversees the reporting and documentation of call centre reports, metrics and service levels and works with staff to develop and implement standard processes/procedures for responding to user requests. Reviews and tracks calls received by staff to identify gaps in service levels, client issues and timeliness of service provided; manages and analyzes performance statistics and recommends and/or implements corrective action as required; ensures call centre staff follow established processes in documentation and providing service to clients. Recruits and manages assigned staff in accordance with professional standards, performance expectations and legislative/contractual obligations; directs, supervises and evaluates staff to ensure effective performance of duties. Plans, assigns and/or provides work direction to staff by setting goals and standards and assigning responsibilities; coordinates the development, implementation and evaluation of staff training/orientation programs; promotes, disciplines and initiates employee disciplinary action and/or terminations, as required. Develops the annual operating and capital budgets for the assigned portfolio; monitors expenditures and performs variance analysis and reporting; takes corrective action as required to address budget and/or expenditure anomalies. Oversees and/or develops a quality improvement program to identify and resolve quality assurance issues; develops recommendations based on review of metrics to address gaps in service, quality of data collected and service provided, staff and human resource issues; implements recommendations as required. Promotes the vision for call centre service model/strategy and participates in the development of a broader application of existing technology and/or new technology. Identifies and promotes the development of research opportunities and utilization of research findings in refinement of contact centre service and best practices. Represents the health authority on various internal and external committees regarding contract centre best practices and related issues. Qualifications Education and Experience Bachelor's degree in Business Administration, Public Administration and/or related field, supplemented with seven years' recent related experience in a large complex information systems application environment including three years' experience in a supervisory/leadership role responsible for contact/call centre activities, or an equivalent combination of education, training and experience. Competencies LEADS Capabilities Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed. Professional/Technical Capabilities: Sound knowledge of contemporary and best practices in call centre operations and incident reporting including call centre/phone system technology Demonstrated conflict management skills including ability to facilitate consensus with internal and external users Ability to supervise and provide work direction to others Working knowledge of applicable collective agreements and related legislation, labour standards and/or statutory requirements Ability to implement service/organizational change and transition internal and external to the organization Ability to organize and prioritize in a dynamic environment with changing priorities Ability to develop and maintain rapport with internal and external stakeholders Demonstrated conceptual, analytical and reasoning skills Ability to operate related equipment including applicable software applications Physical ability to perform the duties of the position