Administrative Manager - Client Contact Center

POSITION SUMMARY:

The Client Contact Center Manager is responsible for the overall management of SE afterhours department. This team consists of approximately 30 after hours agents who provided administrative support on evenings and weekends. Reports to Director of Administrative Services. This position works collaboratively and proactively with SE leadership across the organization to achieve operational objectives in an effective and efficient manner. The role requires a strong leader with extensive experience in contact center operations, preferably in the healthcare sector, with a proven ability to drive operational excellence and enhance customer satisfaction.

RESPONSIBILITIES:

• Provide leadership, coaching, and development to a team of 40 contact center agents, including those on overnight shifts.
• Foster a positive and productive work environment that encourages teamwork, accountability, and continuous learning.
• Conduct regular performance evaluations and implement development plans to improve agent skills and performance.
• Manage day-to-day operations of the contact center, ensuring that all shifts, including overnight hours, are staffed adequately to meet service level agreements (SLAs).
• Hires new staff to meet resource needs for administrative support services and coordinates their orientation and training.
• Implement and maintain quality assurance programs to monitor call quality, customer interactions, and adherence to policies and procedures.
• Handle escalations and complex customer issues, ensuring they are resolved promptly and satisfactorily.
• Effectively manages employee performance and identifies and implements opportunities for professional development.
• Proactively identifies and raises issues and concerns and takes steps to resolve issues in a timely manner
• Generation of data reports for the Director of Administrative Services, Leadership Team and Service Coordination to support information - driven decision making.

REQUIREMENTS:

• Degree/Diploma in Business Administration or in a related discipline is preferred.
• Minimum 3-5 years people management experience (preferred) within a fast paced, rapidly changing business environment that delivers services on evenings and on weekends.
• This is a hybrid role.
• Strong written, oral, presentation communication skills.
• Track record of leading by example, promoting positive employee relations and employee engagement.
• Exceptional customer service skills are required to effectively interact with staff, management and external customers.
• Strong knowledge of healthcare regulations, including HIPAA, and experience in a healthcare contact center environment preferred.
• Strong customer service orientation.
• Intermediate computer skills in MS Office, Excel and Procura.
• Familiarity with workload statistics.
• Willingness to learn new systems
• Ability to work flexible hours and manage a team across multiple shifts, including nights and weekends.
• Other duties as assigned

About SE Health

At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat each person with dignity and love, like our own family; we build empathy; and we do the right thing. We are always inspired to make a difference. As a not-for-profit social enterprise, we share knowledge, provide the best care, and help each client to realize their most meaningful goals for health and wellbeing. We are an inclusive workplace offering competitive pay, benefits, pension, and work life balance. We're a great place to work, and we hope you'll join our team.

In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.

SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience