Coordinator, Contact Centre

Detailed Overview

Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients / clients / residents and families.

The Coordinator, Contact Centre oversees the daily operations of the centralized contact centre function for Fraser Health.

Responsible for ensuring effective contact centre services, supervising designated staff, implementing and maintaining office administrative policies, processes, and procedures, and ensuring standards and objectives are met.

Responsibilities Oversees the daily operation of the centralized contact centre function for Fraser Health. Supervises designated staff by coordinating and scheduling work, supporting, directing and guiding staff, monitoring the quality of work, and completing performance appraisals.

Hires, orientates and trains new employees and develops and implements appropriate staff development and retention plans.

Assists the Manager in discipline issues, participates in the investigation of grievances and routine, confidential employee issues, and initiates employee terminations.

Participates in third party hearings as required. Implements and maintains departmental office administrative policies, procedures, and processes including occupational health and safety, leave management, education and orientation, as well as compliance with applicable acts, regulations and collective agreements.

Evaluates contact centre requirements, liaises with outside vendors, and monitors level of support to ensure requirements and expectations of contract(s) are met.

Makes recommendations and assists the Manager in the development of innovative and workable solutions within established budgets.

Assists the Manager in the development of annual goals and objectives for the centralized contact centre. Identifies current system capabilities and participates in identifying, projecting, and planning for future needs.

Monitors contact centre expenditures and approves invoices from external vendors, within authorized budgets, as directed by the Manager.

Serves as change lead and subject matter expert for various contact centre related projects, as assigned by the Manager.

Attends and participates on assigned meetings and committees as requested. Prepares status reports on proceedings and / or develops recommendations on follow up action to be taken.

Performs other related duties as required. Qualifications Education and Experience Diploma in Business Administration plus five to seven years' recent, related experience, including two years' experience in a supervisory capacity, in a large, complex organization, or an equivalent combination of education, training and experience.

Competencies Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional / Technical Capabilities Demonstrated knowledge and understanding of voice technology systems, architecture, and concepts.