Position Overview Reporting in Trail to the Contact Centre Manager, this position is responsible to provide leadership, guidance and empowerment to a team of Contact Centre Representatives across multiple delivery channels within a customer centric culture and in accordance with the FortisBC strategic vision, core values and leadership / customer care competencies.
maintain and optimize customer service and satisfaction levels to meet established operational metrics and key performance indicators.
Provide coaching and development to staff to enable high performance, superior quality, continuous improvement and innovation.
Ensure appropriate staffing levels are maintained and employees are hired with appropriate experience, skills, knowledge and behavioural competencies to enable continuous improvement and ensure consistent customer service quality.
Manage the effective transfer of skills and knowledge acquired through formal training and continuous learning / training efforts into practice and production.
Conduct employee objective setting and coaching sessions; complete performance reviews.
Coordinate, delegate and monitor staff work assignments; facilitate the effective handling of escalated or complex customer inquiries and provide ongoing support in the completion of day-
to-day activities. Recognize and reinforce individual, team and contact centre accomplishments.
Establish and monitor individual and team goals; utilize coaching and motivational techniques, establish employee development programs.
Ensure team meetings are delivered within scheduling guidelines and appropriate functional requirements are administered.
Collaborate with workforce, billing departments and our other contact centres to ensureappropriate action plans are developed to support continuous growth of staff competencies.
Establish and maintain effective working relationships with others and promote sharing of information and best practices.
Identify training needs and assist in the creation of, or delivery of training. Participate in the improvement of standards, policies and procedures leading to the continuous enhancement of service quality and customer satisfaction.
Identify technological, quality and productivity enhancements. Provide support to the implementation of new policies, procedures, systems and communicate organizational changes.
Requirements Education and Experience :
Technical Competencies :
Leadership Competencies :
Safe Lead others in understanding, accepting and demonstrating safety standards and procedures.
Customer Centric Motivates others to innovate and create opportunities that make it easy for customers to do business with us.
Engages others in discussing customer needs and improvement ideas.
Collaborative Encourages input and objectively bridges competing values to find the best solution.
Respectful Fosters a climate of transparency, trust and respect among others and in all partnerships.
Progressive Encourages new ideas from all leaves. Ensures change initiatives are communicated effectively to support organizational priorities and monitors their successful implementation.
Experience working in a unionized and / or regulatory environment
Experience working with SAP or an equivalent CRM tool
Travel may be required as per business requirements.
Please submit your cover letter and resume addressing this position.