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Manager, Contact Centre – Southwest
SaskEnergyManager overseeing contact centre operations for Saskatchewan's natural gas distribution company. Responsible for performance management, staffing, and financial control in the contact centre.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Degree in Business Administration or Commerce, or a related field.
- Seven (7) years of progressive business experience, including three (3) years of supervisory experience.
- Detail oriented and skilled in customer service interactions.
- Excellent communication, collaboration, and delegation skills.
- Continuing record of professional development and continuous learning.
- A suitable combination of relevant education and experience may also be considered.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
financial managementcapacity planningworkload forecastingkey performance indicatorsbusiness process enhancementsbillingrevenue collection
Soft Skills
staff performance managementcoachingcustomer servicecommunicationcollaborationdelegationdetail oriented
Certifications
Degree in Business AdministrationDegree in Commerce