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Contact Quality Manager – #2022-7509 (reqID)

Dynacare

This is a Contract position in Brampton, ON posted May 3, 2022.

Description

Position at Dynacare

                                                                                                 

Dynacare is looking for a Contact Quality Manager to join our team in Brampton, ON.

This is a full time, permanent role working 37.5 hours a week. The Contact Quality Manager will service and support contact Quality nationally.

Reporting to the Director- Customer Care Contact Centre Operations, the Contact Quality Manager will be primarily responsible for monitoring and scoring Agent calls, coaching front-line agents on their Quality, identifying and documenting quality trends at a team and individual level and designing and delivering functional training modules to address quality issues.

Accountable for developing, managing and continuously improving the quality of the Customer Care Team customer interactions. Supporting the alignment of CCR duties to the Dynacare Mission, Vision, Strategic, and Operational objectives.  Accountable for ensuring excellence and quality and efficient utilization of resources, positive employee relations/client relations in all areas of accountability. This role requires significant cross-functional work with internal and external stakeholders and is an important partner of the Operations team. This role is key in fostering a culture of quality and internal and external customer service by developing and initiating programs and policies that consistently promote service, quality, and customer and employee satisfaction.

Internal posting  end : March 10-2022

             KEY RESPONSIBILITIES/ACCOUNTABILITIES

  • Utilize existing Contact Quality Management System and work with Contact Centre teams with a national focus to ensure customer calls, e-mails and other customer interactions are handled effectively with an excellence in customer focus and in alignment to the Dynacare Mission, Values and Competencies
  • Design and Facilitate Training sessions focusing on Contact Quality, The Customer Experience and Continuous Improvement.
  • Continue to develop suitable quality standards.
  • Monitor, review and measure the Quality of calls, e-mails and other customer contacts processes by CCRs
  • Provide on-going coaching and support to S1 Customer Care staff on an individual level (apply effective managerial leadership practices within the appropriate context and prescribed limits. Specify the outputs or results expected – focusing on Quality).
  • Provide trend data to site management teams and Director
  • Participate in customer and client listening programs and identify customer expectations and needs
  • Work collaboratively with Customer Care Managers as well as other leaders within Dynacare (QA, BD, etc.) to further the improvement of our interactions with internal and external customers.
  • Provide actionable data to the various internal groups as and when needed
  • Prepare and analyze internal and external quality reports
  • Lead the integration of any new Contact Quality tools / platforms in collaboration with ITSS and other internal stakeholders to ensure that the needs of the business are met
  • Provide leadership on behalf of Customer Care on cross-functional Contact Quality projects as needed
  • Prepare comprehensive, documented observations, analysis and interpretations of data including contact quality scores and quality trends
  • Participate as a member of the management team by providing input into strategic business planning. Ongoing review and analysis of programs and systems to ensure Quality targets are achieved
  • Develop best practice methodologies that allow for coaching individuals and providing training to teams who are working remotely.

Summary of responsibilities and percent of time spent performing each

  • Contact Quality report generation and analysis (5-10%)  
  • Monitoring of CCR’s performance in terms of the Quality of their interactions and provide coaching tailored to the individual (60% – 70%)
  • Design and Facilitation of Training programs designed to improve or re-enforce Quality and the Customer Experience (20% – 30%)

KNOWLEDGE, EDUCATION AND EXPERIENCE

  • Extensive knowledge of Customer Care Contact Centre Operations
  • Proven ability to design and deliver / facilitate effective training programs
  • Certified Trainer or Certified Internal Trainer
  • 3 – 5 years’ experience in creating and delivering internal corporate training programs
  • Knowledge of Laboratory Information and Contact Quality systems
  • Demonstrated experience in cross-functional Continuous improvement efforts, Lean Six Sigma Greenbelt or higher is preferred
  • Post-secondary degree or diploma
  • 3-5 years of Contact Quality monitoring or Contact Centre management experience
  • Demonstrated ability to coach staff of all skill levels / personality types and collaborate effectively with stakeholders, living our leadership competencies.

Technical Skills

  • Coaching and Mentoring
  • Ability to create Call Centre Management reporting tools in Telephony platforms such as CISCO or RECITE
  • Ability to use Lean Six Sigma tools to identify and improve the quality of customer interactions
  • Experience with Laboratory Operations or related healthcare setting preferred
  • Proven ability to Design and Deliver Training programs that improve or re-enforce Contact Quality / Customer Experience
  • Proficiency in Microsoft Excel, Outlook, PowerPoint & Word applications.
  • Ability to organize and prioritize

Social Process Skills

  • Collaborative working style with customer centric approach and troubleshooting skills
  • Decision-making, leadership skills (coaching mentoring, etc.)
  • Transfer of knowledge to teach operational employees how to work with developed methods
  • Ability to adapt in a team environment with competing and changing priorities
  • Ability to think critically and creatively in a fast-paced, Customer-centric environment

 

Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. 

At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.

If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength so we employ a diverse workforce and respect the needs of all our employees.

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process