SaskEnergy

Manager

• Manage business unit performance and quality to deliver on business unit targets and objectives.
• Manage staff performance and engagement, provide coaching to develop assigned staff.
• Accountable for contact centre key performance in financial management, productivity, quality, customer satisfaction, and employee satisfaction.
• Set and track key performance indicators for the contact centre, forecast work and resource needs.
• Manage and optimize the delivery of capacity planning and workload forecasting.
• Work as part of a wider management team to identify opportunities and implement business process enhancements.
• Translate organizational strategy and implement tactics within the operational work unit.
• Resolve escalated customer issues when necessary.
• Direct daily activities with respect to billing and revenue collection.
• Responsible for sound financial control within area of responsibility.

Manager, Contact Centre – Southwest