Officer, Customer Service Vendor Management - Ottawa, Canada - Canada Post - Postes Canada

Canada Post - Postes Canada
Canada Post - Postes Canada
Verified Company
Ottawa, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Job Requisition Id: 167121


Business Function:
Customer Experience


Primary City:
Ottawa


Other Location(s):

Province:
Ontario (CA-ON)


Employment Type:
Full-Time


Employment Status:
Term


Language Requirement:
English Essential


Employee Class and Level:
CPMGA01

Number of Vacancies: 1

Job Closing Date : 2023/03/26


Reporting to the Manager, Vendor Management the Officer is accountable for coordinating the development and implementation of all initiatives (major/minor) to optimize overall Contact Centre Operations and supporting the management of the Vendor's operational performance.

Identifies, evaluates, develops and implements continuous improvement initiatives with a goal to improve service, productivity, and cost effectiveness as well as increase CPC's return on investment while promoting Customer Service business orientation.

Provides analytical support to Customer Service focussed teams in the achievement of shared goals.


Responsibilities:

Below are the main job requirements and responsibilities for the Officer, Vendor Management.

  • Maintains relationship with Vendors in order to affectively monitor their external processes, ensuring they are in compliance with CPC Policies and Procedures and deliver within their Service Level Agreement (SLA).
  • Monitors the 3rd party supplier(s)' overall performance through regular interactions with the 3rd party supplier and internal stakeholders, maintains and analyses Key Performance Indicators (KPIs) to drive appropriate behaviours and maximize operational performance improvements, monthly supplier invoice validation and review, distributes the results/reports and identifies and recommends opportunities for continuous improvement within budget.
  • Identifies, evaluates, develops, and coordinates new initiatives and operational practices for improving productivity and cost effectiveness including organizational modifications. As well as identifies and resolves specific issues and problems pertaining to the vendor's performance management and call center optimization.
  • Develops and performs the analytical and trending activities required to formulate plans and recommend performance improvements in conjunction with Corporate and functional requirements. Tracks and communicates progress against plans.

Job Responsibilities (continued):


  • Supports the Customer Service Change Management Process through effective analytical support by providing cost and work effort assessments and adhering to established turnaround Service Level Agreements (SLA). Develops reporting and analysis processes, content and format to monitor the change management initiative performance.
  • Provides guidance and expertise to the Customer Service Leadership team by identifying operational problems, participating in various initiatives and projects involving thorough knowledge of the CPC business and processes and ensuring that solutions are identified and implemented. Coordinates a core group of support personnel both on the private party side (Contact Centres) and within CPC with respect to ongoing initiatives for KPI's improvement.
  • Establishes monitoring and feedback mechanisms to validate the impacts to the Customer Service organization upon implementation. Identifies process design weaknesses and recommends viable solutions or alternatives.
  • Completes periodic performance reviews to determine compliance with KPI's, directives and procedures. Recommends corrective actions and implement followup programs to monitor and report on achievement. Coordinates problemsolving activities as appropriate to ensure effective corrective action as taken place.
  • Acts in the role of Manager during absences. Represents the Vendor Management organization on Corporate projects impacting Contact Centres.

Qualifications:


Education

  • Completed postsecondary, preferably in a related field
    OR a combination of equivalent professional experience and training

Experience

  • 1 to 3 years of relevant functional experience
  • One or more years of experience in a unionized environment an asset
  • Proficient computer skills and competent with Microsoft Office programs
  • Enrollment in specific designation and or certifications programs may be required for certain positions (e.g. Finance & Engineering).
  • Strong communication, analytical, and customer service skills

Other Information:


Safety Sensitive Positions
This position may be considered a Safety Sensitive position.


Employment Equity

Conflict of Interest

The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations.

Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.


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