Location:	London, ON
Date Posted:	Sep 16, 2024

Job Description

Manager Contact Quality Services (Hybrid)

About the job

Our people have different ways of working and lifestyles. We’re committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

About The Workplace Safety And Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca .

At The WSIB, You’ll Have The Opportunity To:

explore many career paths and follow your passion
continuously learn and grow professionally
be recognized for the great work you do
participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

This is a temporary opportunity for up to 12 months based out of our Toronto and London offices. Successful candidate will be required to be in person in our Toronto office once a month or as advised by the business.

Salary From: $97,186.00

Job Summary:

Manage a team responsible for the delivery of Contact Quality Program to support Leadership Enterprise-wide (Operations, Service Excellence and Employer Account Clusters) in driving the customer experience and helping to achieve business outcomes in health and operations recovery, quality of life and return to work programs and services. Provide technical expertise, advice and leadership (to team members, WSIB management, internal and external stakeholders.

The Manager will provide support to the Quality Services Director Operations Quality & Evaluation in planning out branch objectives, delivery and implementation of programs and initiatives to support a range of roles and channels (phone, digital, two-way messaging etc.). in driving the customer experience by consulting with various operational areas to build / establish a strategy for service, guide and influence Senior leadership and Executive reviews based on customer feedback from market research, facilitate ongoing calibration sessions with Senior management and Executive Level teams on service opportunities, monitor the ongoing customer journey and experience with the WSIB,and assist in the implementation of effective business changes.

This role will act as expert resource across the organization and direct contributor regarding multichannel Contact Quality Program effectiveness at an organizational level through a combination of project based work for program opportunities and regular reporting responsibilities which includes the tracking and managing of key performance indicators on service at the WSIB executing against the strategic priorities while achieving alignment between organizational/program objectives, business processes and customer experiences.

Develop and maintain communication linkages and relationships both internally with customer facing business areas including Employer Services, Operations and Service Excellence, including the Customer Experience and Digital Division to implement changes to the call quality software/technology (Genesys). and externally with Genesys implementation team.

Major Responsibilities:

Plan, manage and control the activities of section which includes annual planning of projects and priorities, identifying resource requirements, conducting the hiring process, developing and implementing work processes, establishing and monitoring performance objectives,allocating work, recruiting, establishing performance objectives, conducting performance reviews, and providing guidance and feedback to staff. This includes:

Providing technical expertise and direction to staff when required
Identifying and addressing blockers, inefficiencies and other issues to effective service delivery
Participating as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives
Participate with the Director in developing short and long-term business plans and setting of goals and objectives for the Branch, which support and align with the divisional and organizational strategic direction. Represent the Director on various committees and working groups within the WSIB and externally.

Responsible for ensuring effective Change Management support to all stakeholders for any new program changes or processes.

Lead relationships and communication with stakeholders to develop programs effectively.
Provide key messages for communications, training and supporting materials for all stakeholders.

Develop and maintain effective communication linkages and relationships internally with Employer Services, Operations and Service Excellence clusters and, Customer Experience and Digital Division and externally with (call centre provider- Genesys to discuss and resolve issues, partner on various initiatives focused on driving Customer Experience improvements, and exchange information of mutual concern

Provide business consultation on customer service opportunities based on feedback from internal monitoring and analysis and feedback from market research to the Executive Leaders within WSIB. Lead workshops with senior management to drive results in different business areas. Assess customer service improvement opportunities and influence management decisions on direction or priorities.

Direct support as Project Lead/SME in software procurement committees impacting enterprise-wide call monitoring and evaluation.

Define Contact Quality requirements in RFI / RFP, participate in selection process by attending vendor demonstrations and scoring against Contact Quality requirements and alignment to corporate goals and service strategy.
Complete implementation validation through testing and planning activities for all new program and/or software upgrades that impact enterprise-wide call monitoring and evaluation tools and processes.
Coordinate analysis and validation to ensure the above requirements are executed and comply with contract/program objectives and continuous improvement systems are established to analyze and evaluate the effectiveness and benefit realization of services and programs

Authorize expenditures and report on variances from approved plan. Recommend expenditures outside budget for approval.

Ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs.

Contribute to the development of a performance measurement framework to track and evaluate customer service experience and program effectiveness, analyze findings, and make recommendations for business improvement. This includes Executive level presentations (e.g. COO, VP, Senior Directors) on Contact Quality measures, program opportunities, customer journeys and capturing action items to monitor improvement.

Manage the effective planning, development and implementation of the Customer Experience program, products and services. This includes monthly Executive level presentations on customer satisfaction measures by channel (Phone, Backoffice or Digital) in the focus areas of quality assurance, surveys, customer journey mapping / storyboarding of experiences and capturing action items to monitor improvement.

Perform regular business analysis to ensure compliance to strategy for service. Identify ongoing opportunities or service failures to improve upon by utilizing channels of feedback (ie: Call Recordings, Market Research, Customer Complaints). Perform root cause analysis and clarify business change issues/opportunities while working amongst all levels of management. Use information gathered during analysis in the development of options/alternatives for new business initiatives with an enterprise perspective and in support of organizational strategic goals.

Create a center of expertise for customer service excellence, i.e. gathering industry and market research (i.e. Institute for Citizen Centered Services, Canadian Federation of Small Businesses), and best practices and share and communicate, ensuring they are embedded in work processes and programs across the WSIB to drive continuous improvement.

Provide customer service excellence expertise on organizational change projects and business planning processes to influence behaviour shifts; Collaborate with other areas within the division and throughout the organization, (i.e. Operations and Finance) to ensure customer service excellence initiatives are aligned and integrated. This includes providing recommendations, advice, analysis and briefings to senior management to promote business change, resolve service issues, coordinate activities and ensure customer service excellence targets are met.

Participate in procurement by defining, building and participating in RFI / RFP process in managing market research and contact center contracts ensuring alignment to corporate goals and service strategy.

Perform other related duties and responsibilities as assigned or required

Job Requirements:

Education requirements:

Minimum Level Required

University degree or equivalent knowledge and experience
Experience:

Minimum Level Required

Minimum of 6-10 years’ experience in the following areas:
- Contact Centre Management
- Business Analytics
- Project Management
- Management Consulting/Client Services
- Strategy/Business Transformation

Highly developed professional with personal planning and organizational skills; ability to effectively set priorities; negotiating, initiating, planning and organizing activities; ability to meet deliverables and work with minimal supervision

Excellent verbal and written communication skills to interact and present to all levels within the organization

Strong conceptual and analytical skills; ability to interpret data and use data manipulation to extract business insights

Experience with problem solving frameworks and Six Sigma Methodologies to drive business process design and development

Experience with facilitating workshops, conducting insight gathering interviews

Demonstrated Coaching and Mentoring skills

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca .

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca . The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

Apply