BAND 3 – Manager, Contact Centre Operations

Job Information
Author ahnationtalk
Date September 28, 2018
Type Full Time
Company BC Public Service
Salary $73,400.00 - $101,900.00 - Annual
Location Multiple Locations, BC
Category Business / Management
Client BC Public Service
Contact Information
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BAND 3 – Manager, Contact Centre Operations – (54456)

Posting Title: BAND 3 – Manager, Contact Centre Operations
Position Classification: Band 3
Union: N/A
Location: Kamloops, BC V2H 1B7 CA
Multiple Locations, BC CA (Primary)
Nanaimo, BC V9T6L8 CA
Nelson, BC V1L5S4 CA
Prince George, BC V3L4J8 CA
Vancouver, BC V8W 2S8 CA
Salary Range: $73,400.00 – $101,900.00 annually
Close Date: 10/8/2018
Job Type: Regular Full Time
Temporary End Date
Ministry/Organization: BC Public Service -> Public Service Agency
Ministry Branch / Division: Service Delivery & Technology Integration
Job Summary

Manager, Contact Centre Operations
Management Band 3

This position is excluded from union membership.
This position may be located in any of the Public Service Agency office: Vancouver, Victoria, Kamloops, Nelson, Prince George, and Nanaimo.
An eligibility list may be established.

Combine your client service, stakeholder engagement, and strategic planning skills in this dynamic leadership role. 

This position is responsible for service and business process improvements in the fast paced high volume environment.
Must be a strong leadership who is committed to employee engagement and development. 

Reporting to the Executive Director, Service Delivery & Technology Integration, and working closely with other areas within the Division and across the Agency, this position is responsible for the operation of a front line customer service centre, in a virtual environment, that provides various human resource solutions to core government and on-boarded agencies, boards and commissions.  The manager coordinates the identification of issues and develops recommendations for and/or accomplishes resolution.  The position provides leadership by ensuring business needs are identified, considered, and reflected in the development and design of new systems, and consistent, streamlined business processes.

For complete details about this opportunity, including accountabilities, please refer to the attached job profile.  For specific position related enquiries, please contact DO NOT SEND YOUR APPLICATION TO THIS EMAIL ADDRESS.  For more information about how to create or update your profile and how to submit your application, please refer to the Job Application page on the MyHR website.

NOTE: Applications will be accepted until 11:00 pm Pacific Time on the closing date of the competition.

In order to be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined below:

  • University degree in related field (e.g. public administration, business administration), and five years of related progressive experience, or an equivalent combination of education and related experience.

Related experience:

  • University degree in related field (e.g. public administration, business administration), and five years of related progressive experience, or an equivalent combination of education and related experience.
  • Extensive experience in the delivery of service in a high volume, multi-channel environment.
  • Some experience in the management and supervision of geographically dispersed multi-disciplinary staff.
  • Extensive experience leading business transformation and integration projects.
  • Some experience resolving complex client issues and consensus building.
  • Some experience performing data analysis that contributes to operational changes within a contact centre.
  • Extensive experience establishing and reconciling program and project objectives, priorities and budgets.
  • Extensive experience communicating and creating strong relationships with management team and stakeholders.
  • Some experience in leading staff and involving stakeholders through times of change in a contact centre environment.

Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located in the Additional Information section at the bottom of the posting. 

A Criminal Record Check (CRC) will be required.


Cover Letter: YES – A cover letter is required as part of your application. The content and/or format of your cover letter may be evaluated as part of the assessment process.

Resume: YES – Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

Questionnaire: YES – You will be required to answer a standard questionnaire.

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