Manager Contact Centre Operations - Edmonton, Canada - Canadian Mental Health Association Edmonton Region

Canadian Mental Health Association Edmonton Region

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Identifying Information

Job Title:
Manager, Contact Centre Operations

Program Area:
Crisis & Navigation

Job Level:
Manager

Reports to:
Senior Director, Service Systems

Organization Summary
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.

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.

Job Summary

The Manager, Contact Center is responsible for overseeing the day-to-day operations of the contact centre, ensuring efficient and effective program service delivery.

Implement strategies to optimize workflow and resource allocation. Foster effective communication within the contact centre team and with other program area. Collaborate with other departments to address customer issues and improve cross-functional processes. Provide regular updates to upper management on contact centre performance. This leadership position requires a strategic mindset, strong operational skills, and the ability to drive continuous improvement service delivery.

This position reports to Senior Director, Service System and works closely with program managers and team leads in the Navigation Services (211) and Crisis (Distress Line, 988) programs.

Job Duties and Responsibilities

Develop and implement a strategic vision for the contact center aligned with overall company goals.
Collaborate with executive leadership and program managers to define key performance indicators (KPIs) and performance metrics.
Provide leadership and direction to the contact center team, ensuring alignment with organizational objectives.
Oversee daily operations, including workforce management, quality assurance, and performance monitoring.
Establish and monitor key performance indicators to ensure service levels, response times, and customer satisfaction goals are consistently met or exceeded.
Implement performance improvement initiatives based on datadriven insights.
Stay abreast of emerging technologies and trends in contact center operations.
Evaluate, select, and implement contact center technologies to enhance efficiency and customer experience.
Support the implementation of training programs for contact center staff to enhance skills and improve performance.
Collaborate with program managers to support gathering client feedback and implement improvements in service delivery.
Support initiatives to enhance the overall client experience and satisfaction.
Other duties as assigned by your supervisor.

Qualifications and Skills:

Bachelor's degree in business, Management, or a related field.
Proven experience in contact Centre operations, with a minimum of 56 years in a leadership role.
Indepth knowledge of contact centre technologies and best practices will be considered as asset.
Familiarity with contact Centre technologies, including phone systems, IVR (Interactive Voice Response), CRM systems, and other relevant software.
Ability to collaborate with IT to address technical issues and ensure system reliability.
Proven ability to identify opportunities for process improvement and implement best practices.
Strong analytical, problemsolving, and decisionmaking skills.
Excellent communication and interpersonal skills.

Additional Requirements:

What We Offer

Competitive Compensation: $75,000 $85,000; commensurate with experience.
Top Benefits: Comprehensive health and dental benefits and association pension plan.
Professional Development and Training Program.
3 weeks of paid vacation.

Closing Date:
February 7, 2024

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws.

Selection decisions are solely based on job related factors.