Program Manager, Contact Centre Excellence (HYBRID)

at  Workplace Safety and Insurance Board

Our people have different ways of working and lifestyles. We’re committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

JOB REQUIREMENTS:

1. Education (Level and Specialty / Discipline):

• College degree/Post-Secondary learning in Customer Experience related field.

1. Experience (Years of Related Experience and Type of Experience):

• 5 years in a Customer Experience Leadership role. Experience across the below Customer Experience Functions: customer measurement, customer engagement, continuous improvement, contact center (Workforce Management and Quality Assurance Disciplines). Or
• 3 years’ experience in a Program Manager role.

1. Experience (Years of Related Experience and Type of Experience):

• PMP (Project Management Professional)

WHAT CAN I EXPECT TO DO IN THIS ROLE?

We are seeking a dynamic and experienced individual to join our team as a Contact Centre Program Manager. In this role, you will be the driving force behind ensuring excellence in our contact centre operations across all functional areas. From managing customer interactions to optimizing processes and workflows using technology, you will play a pivotal role in enhancing customer satisfaction, operational efficiency, and overall performance. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we invite you to apply and be a part of our team.

MAJOR RESPONSIBILITIES:

1. Support the development of the Service Excellence multi-year business planning process and in the development and implementation of cluster-wide business solutions which align and support corporate plans and outcomes by:

• Create and maintain an integrated business plan and measurement model for the Cluster ensuring measureable outcomes are aligned with Cluster and organizational strategic plan.
• Liaising with and providing advice to senior management in the development, implementation and monitoring of the cluster business plan and working with internal partners such as strategic planning and outcomes to provide advice and input around the corporate plan, support in communication and engagement of the cluster as well as in recommending modification to the corporate strategic planning processes as appropriate.
• Coordinate the development, distribution and evaluation of consistent cluster-wide communications that align to the corporate plan and direction, promotes staff engagement, contribution to organizational goals and understanding of priorities. Create annual operations plan for the Cluster that can be communicated across all levels of staff within the Cluster, ensuring an engaged workforce that is clear on the direction, and how their work aligns.
• Assisting in the identification and corporate alignment of Operations measures and predictive indicators to support achievement of the corporate targets
• Participating in Divisional/Branch management. This includes contributing to the development and execution of branch objectives and assisting in the continuous evolution of the Service Excellence Cluster.
• Participate as the Service Excellence cluster representative on internal committees dealing with corporate issues, such as implementation of new legislation, ensuring cluster interests are heard and protected, determining possible impacts of decisions on the business of cluster and staff, negotiating the most effective solutions, communicating information to the Cluster leadership team on an ongoing basis
• Developing and maintaining linkages with management at various levels throughout the cluster and organization, consulting regularly with counterparts in other areas, capture and document strategic alignment and enterprise-wide initiatives that may have an impact on the assigned program, supporting the successful integration of the strategic plan and corporate objectives and goals.
• Leveraging business knowledge at the enterprise level as a frame of reference for the program work within the larger organizational context. Connecting program responsibilities to the broader organizational goals.

1. Lead the Service Excellence Cluster in support of the Strategic Plan by:

• Monitoring and ensuring alignment to compliance and policy related issues.
• Ensure any identified cluster gaps are closed off as they related to AODA/Compliance/Risk/FLSA, etc.
• Lead the Cluster in identifying and aligning operational measures and outcomes to support the achievement of corporate targets.
• Responding to emerging issues/priorities in the Customer Experience field and initiatives and developing strategies and recommendations to address these.
• Researching external trends and links to external practices, recommending industry best practices and methods and developing and delivering presentations for senior management within the Cluster to feed into their plans.
• Perform other related duties and responsibilities as assigned or required.