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City Burnaby
Title Contact Centre Team Manager
Posting Status Closed
Affiliation Management & Exempt
Job Status Full Time Regular
Position Overview  
Within a customer centric culture and in accordance with the organization’s strategic vision, core values and leadership/customer service competencies, reporting to the Manager - Customer Contact Centre, this position is responsible to provide leadership, guidance and empowerment to a team of Contact Centre Representatives across multiple delivery channels.


Provide leadership, guidance and empowerment to a team of Contact Centre Representatives across multiple delivery channels; maintain and optimize customer service and satisfaction levels to meet established operational metrics and key performance indicators. Provide coaching and development to staff to enable high performance, superior quality, continuous improvement and innovation. 
Ensure appropriate staffing levels are maintained and employees are hired with appropriate experience, skills, knowledge and behavioural competencies to enable continuous improvement and ensure consistent customer service quality. Manage the effective transfer of skills and knowledge acquired through formal training and continuous learning/training efforts into practice and production. Conduct employee objective setting and coaching sessions; complete performance reviews.
Coordinate, delegate and monitor staff work assignments; facilitate the effective handling of escalated or complex customer inquiries and provide ongoing support in the completion of day to day activities. Recognize and reinforce individual, team and contact centre accomplishments.
Establish and monitor individual and team goals; utilize coaching and motivational techniques, establish employee development programs. Ensure team meetings are delivered within scheduling guidelines and appropriate functional requirements are administered. Collaborate with Quality Assurance personnel to ensure appropriate action plans are developed to support continuous growth of staff competencies.
Establish and maintain effective working relationship with others and promote sharing of information and best practices; collaborate with Knowledge and Learning staff in the identification of training and development needs. Participate in the improvement of standards, policies and procedures leading to the continuous enhancement of service quality and customer satisfaction. Identify technological, quality and productivity enhancements. Provide support to the implementation of new policies, procedures, systems and communicate organizational changes.
Education and Experience: 
Bachelors degree or diploma in a related discipline from a recognized program plus 2 to 3 years recent, related experience or an equivalent combination of education, training and experience. Valid BC Drivers License.
Role Specific Knowledge, Skills and Abilities:
Knowledge of the Utility Industry
Leadership, motivational and staff development skills
Customer service orientation and problem solving skills
Demonstrated ability to coach and develop others
Demonstrated ability for customer service orientation and problem solving skills
Demonstrated ability to work with and prepare accurate and complex reports
Demonstrated ability to run effective meetings
Demonstrated ability to apply superior judgment, strategic and innovative thinking in decision making
Demonstrated ability to effectively persuade and influence others, negotiate solutions
Demonstrated ability to develop and maintain effective working relationships
Demonstrated ability to communicate effectively both verbally and in writing
Demonstrated ability to organize work, meet priorities and to work within demanding work schedules.
Demonstrated ability to analyze and resolve problems/conflict
Demonstrated ability to work both independently and as part of a team
Intermediate level computer skills in Microsoft Office Suite
Date Created 11/21/2012
HireDesk Job ID 1509

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