Saskatchewan Blue Cross®, one of Saskatchewan’s Top Employers, is currently recruiting for a full-time permanent Manager, Contact Centre to join our team. This position offers the flexibility to be in-office or participate in hybrid options in our Saskatoon or Regina office.
JOB FUNCTION
If you are passionate about leading a team to deliver an exceptional member experience, then we’re looking for you! Reporting directly to the Senior Vice President, Chief Operations Officer, with a Member First approach, the successful candidate will lead the daily operation of our contact centre, focusing on performance and process improvements to meet service standards and drive loyalty.
WHY CHOOSE SASKATCHEWAN BLUE CROSS?
We’re driven by a mission to empower communities on their journey to whole health and wellness and have a lot of exciting things ahead of us. We’re improving our members’ experiences through investment in our people, technology, services and products. When you join our team, you’re joining an organization where employees are valued, recognized for their contributions and empowered to make us stronger. The wellbeing of our employees, our members, our partners and our communities is at the heart of our operations.
Our industry is evolving fast, and so are we! We’re looking for people who:
- Share our values
- Believe that creating great experiences is totally within their control
- Collaborate and always set others up for success
- Build positive relationships and an understanding of what people’s needs are
- See solutions and possibilities (not problems!)
- Are simply outstanding at what they do
DUTIES & RESPONSIBILITIES
- With a Member First approach, effectively lead the contact centre operations
- Monitor department effectiveness and conduct workforce and resource planning, delegating towards the achievement of department and business objectives
- Develop and implement best practices for departmental processes, policies and procedures that ensure the highest quality of information and service
- Work with direct reports to develop clear performance goals aligned to overall strategic, operational, and engagement goals; monitor overall performance of the team, and address obstacles as they arise
- Develop and implement strategies and objectives to foster team engagement, innovation, quality and service excellence
- Develop a high-performance culture through clear, transparent and regular communication, coaching, recognition, development, and regular feedback
- Establish, monitor and communicate department success against KPI’s
- Gather information and input from team leads, customer specialists, and the quality assurance and member experience training/processes teams to determine overall member service strategy on various inquiries
- Prepare, manage, and monitor departmental budget, forecast requirements, schedule expenditures, analyze variances, and initiate corrective actions
- Address resource, financial, and budgetary constraints through mitigation, prioritization, and communication
- Contribute to the development and effective use of human resource strategies, practices, and procedures including recruiting, selecting, onboarding, training, developing, and evaluating employees
- Drive the successful execution of the department plan through the annual business plan
QUALIFICATIONS & SKILLS
- Completion of a Bachelor’s degree in a relevant field (i.e., Business Administration, Commerce), or an equivalent combination of education
- 3-5 years of related experience in a contact centre with 1-3 years of supervisory accountability is required
- Previous experience in the insurance industry would be considered an asset
- Driven to meet service standards, accuracy, and timelines with the ability to manage multiple priorities and projects
- Capability to lead and develop employees and foster an engaging work environment
- Strong attention to detail, strategic and innovative thinker, solution focused with the ability to act quickly and make decisions
- Proven project management skills including the ability to handle multiple projects simultaneously and prioritize existing workload, while maintaining a strong focus on quality
- Demonstrated proficiency in MS Word, Excel, Power Point and Outlook with the ability to easily learn new programs
- Possession of financial acumen to make sound business decisions
- Demonstrated focus in ongoing professional education and development
- Legally entitled to work in Canada on an unrestricted basis
- Criminal Record and background check satisfactory to Saskatchewan Blue Cross
