Manager, Contact Centre Operations (Partnerships)

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: $63,248 - $71,1986 per annum<br /><p>Identifying Information</p><p>Job Title: Manager, Contact Centre Operations</p><p>Program Area: Contact Centre</p><p>Employment Group : Out of Scope</p><p>Job Level: Manager</p><p>Compensation : $63,248 - $71,1986 per annum</p><p>Reports to: Senior Director, Service Systems</p><p>Position Type : Permanent, Full - Time</p><p>Work Location : On Site (Downtown, Edmonton)</p><p>Vacancies : 1</p><p><br /></p><p>Organization Summary</p><p><br /></p><p>CMHA Edmonton is a non-profit organization that envisions mentally healthy people in caring communities. We work to increase awareness and understanding of mental health, mental illness, recovery, and suicide prevention through education. We support the resilience and recovery of people in distress including those affected by mental illness or suicide by providing crisis intervention; safe, long term and affordable housing; peer connections; suicide grief and family support; advocacy and wayfinding; and providing opportunities to improve your wellness.</p><p><br /></p><p>Join us and make a difference in the lives of individuals and families affected by mental illness and stressful situations including abuse, violence, and suicide.</p><p><br /></p><p>Job Summary</p><p><br /></p><p>The Manager of Contact Centre Operations plays a crucial role in overseeing and optimizing the contact center&#39;s performance, ensuring efficient and effective service delivery. The Manager, Contact Centre Operations is responsible for overseeing the day-to-day operations of the contact centre, ensuring efficient and effective program service delivery to meet service level standards. Implement strategies to optimize workflow and resource allocation. Foster effective communication within the contact centre team and with other program areas. Collaborate with other departments to address service user issues and improve cross-functional processes. Provide regular updates to executive leadership on contact centre performance.</p><p><br /></p><p>This leadership position requires a strategic mindset, strong operational skills, and the ability to drive continuous improvement service delivery.</p><p><br /></p><p>Key Outcomes</p><p> Team Leads and front line staff are provided the coaching and skill development needed to achieve expectations and provide excellent service delivery</p><p> The culture of the contact centre is one of accountability, positivity, inclusivity and collaboration</p><p> Strong service delivery initiatives are implemented and program performance is meeting or exceeding expectations</p><p> Data-driven decision making is used to inform program development and service delivery priorities</p><p>Job Duties and Responsibilities</p><p><br /></p><p>Program Development and Implementation</p><p> Oversee contact centre functioning through daily operations, including workforce management, quality assurance, and performance monitoring, resource provision and appropriate documentation, with a focus on partnership initiatives.</p><p> Working with other Managers, Team Leads and Director support the development of the annual contact centre operations plan and lead the execution of the plan.</p><p> Develop and implement process and procedures for assigned initiatives and inform and roll out new initiatives.</p><p> Implement performance improvement initiatives based on data-driven insights.</p><p> Oversee the operations components of the accreditation process for contact centre accreditations.</p><p> Support initiatives to enhance overall service user experience and satisfaction and respond to user feedback.</p><p> Provide leadership and direction to the contact center team, ensuring alignment with organizational objectives.</p><p> Working with the Scheduling and Accreditation Lead to ensure staffing resources are in place and scheduled to ensure good operating function with the contact centre.</p><p><br /></p><p>Program Evaluation and Reporting</p><p> In collaboration with the Senior Manager Service Systems, establish and monitor KPIs for the crisis program to ensure service levels, response times, and customer satisfaction goals are consistently met or exceeded.</p><p> Collaborate with program staff to support gathering client feedback and implement improvements in service delivery.</p><p> Contribute to internal and external reporting requirements.</p><p> Implement performance improvement initiatives based on data-driven insights.</p><p> Support initiatives to enhance the overall client experience and satisfaction.</p><p><br /></p><p>Staff Supervision and Leadership</p><p> Provide regular supervision, mentorship and guidance to a team of Contact Centre Team Leads, with a strong focus on their professional development, through ongoing skill development, coaching, performance feedback and development plans.</p><p> Foster a positive and supportive environment that promotes balance, resilience and strategies for stress management with a person-centered focus.</p><p> In collaboration with Manager, Contact Centre Operations (211) and Manager, Contact Centre Operations (988), maintain a strong presence in the Contact Centre and act as a steward of the organizations culture by embodying the core values, modeling positive behaviors and fostering a culture of inclusivity, accountability, collaboration and continued improvement.</p><p> Provide guidance to Team Leads in aligning staff expectations with agency goals, identifying opportunities for growth and development, navigating staffing challenges and ensuring that they are equipped to manage operational demands effectively.</p><p> Support the Contact Centre Team Leads in providing supervision and support to front line staff to ensure service delivery aligns with provincial goals, and organizational culture, goals and values.</p><p> Identify areas for staff development across crisis and collaborate with the Manager, Training and Quality Assurance to develop strategies to improve training and education and enhance staff skills, improving performance.</p><p><br /></p><p>Collaboration</p><p> Act as the primary relationship holder for the 24/7 Crisis Diversion, Gender Based Violence and Hello Seniors partnerships, along with others as they arise to ensure smooth functioning, open communication and ongoing improvements.</p><p> Participate in CMHA-Edmonton leadership meetings, cross-collaborative projects and agency-wide initiatives.</p><p> Work closely with the Human Resources team for talent acquisition, development and retention.</p><p> Ensure organizational and programmatic key messages and communication are being communicated to all levels and personnel within the contact centre program and agency as needed.</p><p> Attend, contribute, and provide leadership to internal and external working groups.</p><p> Promotes the agency, vision and mission of CMHA-Edmonton within the community.</p><p><br><br></p><p>Other (5%)</p><p> Provide consultation on call work as required</p><p> Coordinate and attend community events as needed</p><p> Attend relevant staff meetings as needed</p><p><br /></p><p>Qualifications and Skills:</p><p>CMHA-Edmonton recognizes that candidates all have different skills and experiences to offer. While we are highlighting desired qualifications in the following sections, it is not a checklist. We encourage everyone interested to apply and indicate how you would successfully take on the role even if you have unconventional experiences or qualifications.</p><p><br /></p><p> Bachelor&#39;s degree in business, human services, or a related field.</p><p> Proven experience in contact centre operations, with a minimum of 5-6 years in a leadership role.</p><p> Familiarity with contact centre technologies, including phone systems, IVR (Interactive Voice Response), CRM systems, and other relevant software.</p><p> Ability to collaborate with IT to address technical issues and ensure system reliability.</p><p> Proven ability to identify opportunities for process improvement and implement best practices.</p><p> Strong analytical, problem-solving, and decision-making skills.</p><p> Excellent communication and interpersonal skills.</p><p> In-depth knowledge of contact centre technologies and best practices.</p><p> Demonstrated ability to lead and motivate teams to achieve performance targets.</p><p> Strategic thinker with a focus on continuous improvement.</p><p><br /></p><p>Additional Requirements:</p><p>As a part of our commitment to maintaining a safe and secure workplace, the successful candidate for this position will be required to undergo a Police Information Check. A clear Police Information Check is a standard procedure for positions of trust within our organization. It ensures the safety and security of our employees, clients, and stakeholders. We understand the sensitivity of this requirement and assure all candidates that information obtained will be handled confidentially and in compliance with applicable privacy laws.</p><p><br /></p><p>Candidates who progress to the interview stage will be provided with further details regarding the process and will be asked to provide their consent for the police information check.</p><p><br /></p><p>Required Training for the Position: Within the first 3 months of employment</p><p> Indigenous Cultural Awareness Training</p><p> Discrimination and Harassment Training</p><p> Diversity and Cross-Cultural Training</p><p> Trauma Informed Care</p><p><br /></p><p>Within the first 6 months of employment:</p><p> First Aid</p><p> GBA+Training</p></p></p>