Hydro One operates two contact centres which are based in Markham and London, Ontario. The contact centres deliver a variety of customer facing services and respond to all customer inquiries such as: general information, new service, billing and collections. The contact centers are multi-channel (inbound, outbound, email, social media) and respond to approximately 2.4M inquiries per year. The contact centres are staffed with approximately 400 employees who are unionized and represented by the Power Workers Union (PWU) or the Society of Energy Professionals.
The Manager of Quality, Process & Training will be responsible for executing all aspects of Hydro One’s Customer Contact Centre’s quality, process and training programs across multiple roles in the front and back office, including calls, email and other correspondence work as well as social media interactions. The trainer will review, create and enhance the curriculum, providing expertise on training methodologies and programs.
Manage the unit and achieve the approved programs and targeted results through:
Ensuring subordinates are able and willing to produce the desired output, and that subordinates continually improve the processes for achieving the outputs.
Assessing staff capability to do the required work, now and in the future.
Conduct personal effectiveness reviews of subordinates to build relationships and trust, and to improve effectiveness.
Lead in the investigation, development, documentation, implementation and enhancement of all contact centre processes to improve customer experience and reduce operational expenditure.
Optimize business processes by leveraging digital and automation technologies
Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices.
Identify, design, write, present and implement business cases for new processes including systems and technology enhancements related to contact centre processes
Provide internal / external customers with insights based on business research and analysis.
Accountable to produce, revise, and prepare a variety of training documents and related materials (manuals, handouts, and job aids) used for computer & in-class room based training.
Research, plan, organize, and execute training programs and workshops for all contact centre staff.
Conduct training sessions covering specific topics such as use of software, customer service skills, procedure and process, and product/service knowledge.
Determine appropriate instructional methods such as individual training, group training, demonstrations, video conference and workshops.
Use a variety of instructional methods to ensure maximum delivery effectiveness, including individual, large or small group instruction.
Drive the evolution of our methodology and adherence to Quality Assurance standards and maintain these standards across all sites.
Monitor employee utilization, completion rates, scores and action plans around quality initiatives.
Provide leadership and oversight through problem resolution support, transparent communication and mentorship.
Establish, evaluate, track and report on site compliance with regards to following quality standards, metrics and expectations (number of monitors by QA Analyst, # of monitors per representative, type of monitors, coaching provided, scores, etc.).
5+ years of experience in a contact centre managing quality, process and/or training functions.
Highly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company
Previous experience working in a unionized environment is considered an asset.
Extensive experience in coaching others to achieve top quartile performance and quality from others
Solid customer focus and should be able to operate well in teams.
Experience working with various training and/or quality assurance systems
Experience with SAP Customer Information System (CIS) is considered an asset
Lean Six Sigma certification preferred
If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!
Thank you for considering this opportunity and we welcome applications from all qualified candidates. If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch. Furthermore, if you are being considered for an interview and require special accommodations please let us know. Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.
Deadline: February 26, 2019
In the event you are experiencing difficulties applying to this job please consult our help page here.