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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.
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
financial managementcapacity planningworkload forecastingkey performance indicatorsbusiness process enhancementsbillingrevenue collection
Soft Skills
staff performance managementcoachingcustomer servicecommunicationcollaborationdelegationdetail oriented
Certifications & Qualifications
Degree in Business AdministrationDegree in Commerce
Industry Keywords
contact centrebusiness unit performanceemployee satisfactioncustomer satisfactionoperational strategy
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