Contact Centre Manager

Position Description :

Ready to join an outstanding community of builders who are committed to diversity and inclusion, corporate social responsibility and encourages the freedom to innovate, influence decisions, and chart an exciting career?

CGI is more than just an IT company. Be part of a team that supports the local community and has the ability draw on global best-in-class talent.

Benefits include a share purchase program, profit sharing, wellness credits, training and development programs, and flexible work schedules.

This is a superb opportunity to become a Member of our CGI Edmonton team providing contact centre services to Alberta Health.

We are growing in Alberta and need your skills, passion, and dedication on our team. If you are looking for professional growth while gaining experience in an exciting and diverse environment, this is the opportunity you've been looking for!

We are looking for an experienced Contact Centre Manager to lead the eHealth contact centre team of 15-20 agents handling calls, email and chat inquiries from citizens and health care providers.

You will be responsible for managing the day-to-day operations of contact centre and ensuring adequate staffing to meet or exceed service levels.

Your expertise and experience in leading a team and working with modern contact centre technology will be crucial in implementing continuous improvement initiatives to evolve the contact centres into an Omni-Channel.

Your future duties and responsibilities :

• Manage a team of contact centre agents, including team management, training, coaching, and participating in hiring new agents as needed
• Develop, implement, continuously improve and maintain processes and procedures to deliver high-quality service by phone, chat and email.
• Improve on processes to reduce wait times and call times, first time resolution, and consistent and positive customer experience
• Establish, improve and maintain relevant service metrics, processes, procedures, operational dashboards, and team performance targets in alignment with the expected service levels
• Manage team capacity by performing resource planning, forecasting, and scheduling with optimal team composition to handle predicted call volumes and adapt to call surges while ensuring service levels are met
• Create and implements training plan for ensuring high-quality consistent service and onboarding new team members and additional contact centres or channels
• Ensure teams are trained to properly handle calls, access and documentations pertaining personal and health information in compliance with policies
• Manage and enhance contact centre processes and tools (telephony, ticketing, scheduling, call queuing, customer relationship management systems) to improve overall efficiencies and service levels
• Prepare and present performance and operation reports to clients and other stakeholders on a regular basis or as required
• Act as the point of contact for client questions and / or escalation of concerns to build and maintain a strong relationship

Required qualifications to be successful in this role :

• Supervisory experience in contact centre setting is required.
• Experience with call centre technologies and tools for managing calls, scheduling agents and automating processes to improve overall efficiencies is required.
• Strong leadership and communication skills, and the ability to manage high performing team while fostering a collaborative positive environment
• Client focused, proactive, service-minded and the ability to maintain professionalism and composure in stressful situations
• Solid analytical, problem solving, and conflict resolution skills
• Good understanding of IT services processes and an ability to develop business process documentations (e.g. contact centre process maps, operational procedures, FAQs, Knowledgebase, agent training guide, chatbot conversational flows)

Desired Qualifications :

• Experience with contact centre and chatbot technologies (Preferably, Genesys, Google Dialogflow)
• IT Infrastructure Library (ITIL) Foundation, Call / Contact Centre or other IT Service Management certificate and / or training
• Proficiency in using Microsoft Office and other common tools (Excel, PowerPoint, Visio, Word, Teams, SharePoint)

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