Manager overseeing Lac La Biche Provincial Campus Based Care operational activities and providing staff support. Ensuring compliance with legislation and financial responsibilities while leading program supervisors.
Responsibilities
- Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Provide ongoing coaching and feedback to enhance team members' skills and performance.
- Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.
- Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner.
- Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
- Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
- Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
- Streamline processes and procedures to enhance efficiency and productivity within the contact centre.
- Contribute to cross-functional processes and procedures to support the contact centre in providing first contact resolution for customer enquiries.
- Establish the quality assurance scorecard and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
- Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
- Implement quality improvement initiatives to enhance service delivery and customer satisfaction.
- Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
- Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.
- Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
- Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
- Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.
Requirements
- 3+ years of proven experience in leading contact centre operations, including direct leadership of Team Leaders and frontline teams.
- Track record of driving team leaders and team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
- Strong expertise in optimising contact centre systems, technologies, and software applications, including workforce management, IVR systems such as Zoom, Aircall, Salesforce or other quality assurance processes.
- Experienced in implementing and maintaining contact centre technologies, leveraging AI-driven solutions and automation to enhance efficiency, customer experience, and scalability.
- Experienced in managing escalations, applying sound judgement to balance customer needs and organisational priorities.
- Strong understanding of operational process improvement and customer service best practices.
- Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
- Analytical mindset with proficiency in data analysis and reporting tools.
- Demonstrated ability to drive process improvements and implement change initiatives.
- Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (highly regarded).
- Proven ability to balance strategic priorities with hands-on operational support.
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
- Celebrate wins
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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