Contact Centre Manager, Ami

Branch: Gas
Affiliation: Management & Exempt
Employment Status: Full-Time Temporary
Salary Min: $47.85 Hourly
Salary Max: $59.38 Hourly
Short-term Incentive Eligible: No
Workplace Flexibility: Yes 
Temp Duration: until approximately December 31, 2027
Posting End Date: March 8, 2024
We’re a Canadian-owned and BC-based energy company taking steps toward a lower-carbon energy future by providing renewable energy, natural gas and electricity to more than 1.2 million customers.  
We’re looking for new talent to join us as we transform BC’s energy future. Our diverse team of more than 2,600 employees is committed to a safe and inclusive culture where each of us can connect, belong and grow. Join us and let’s work together for a better BC. 
Position Overview
You’re ready to take on the challenge of working on our AMI (Advanced Metering Infrastructure) Project where you will be part of a team building a more reliable natural gas system for our more than one million customers across British Columbia? The Gas AMI Project represents one of the largest Major Projects in FortisBC’s history as we upgrade all our gas meters to implement automated technologies that will improve the safety, resiliency, sustainability, and reliability of our natural gas system.
Join our dynamic team as a Contact Centre Manager, reporting to the Manager, Customer Experience – Contact Centres with a dotted-line reporting relationship to the Project Director, AMI (meter deployment). This pivotal role involves leading a team to achieve customer service and AMI project goals, ensuring sustained service quality, productivity, efficiency, and customer retention.
 
In this role, you will:
-Lead the development of Contact Centre teams supporting the AMI project, overseeing locations, systems, recruiting, and onboarding.
-Execute AMI project goals, meeting contractual commitments, and manage customer service goals collaboratively with the leadership team.
-Provide effective leadership, direction, and performance management for frontline and supervisory staff.
-Contribute to annual operating budgets, service quality metrics, and key performance indicators, advocating for change and continuous improvement.
-Establish and maintain effective relationships with internal departments and external customers.
-Ensure customer escalations are handled effectively, participate in recruitment strategies, and collaborate with the People department.
-Prioritize safety by preventing injuries, incidents, and contributing to Human Organizational Performance philosophy.
 
What it takes:
-Bachelor’s degree in a business-related discipline with 4 to 7 years of leadership experience or an equivalent combination of education, training, and experience.
-Knowledge of and experience working within a regulated utility
-Leadership skills managing teams within a Contact Centre environment.
-Ability to utilize technology for service quality metrics, performance indicators, and workforce planning.
-Proficiency in developing and implementing quality assurance processes and procedures.
-Superior judgment, strategic thinking, and innovative decision-making.
-Effective leadership, motivation, coaching, negotiation, and influencing skills.
-Strong communication (verbal and written), organizational, and problem-solving abilities.
-Ability to work independently and within a team. 
 
Additional Information
-Preference will be given to candidates with experience leading customer service teams during mass deployment projects and a proven track record in meeting service level agreements and managing customer and external vendor productivity.
 
In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.
Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.
To learn more about the recruitment process with FortisBC, the You’re Applying. What now? page for additional information. 
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