SaskEnergy
Contact Centre Manager at SaskEnergy
Job Description
Lead the Contact Centre team at SaskEnergy to enhance operational efficiency and elevate customer satisfaction across multiple channels. This role focuses on performance reporting, capacity forecasting, and staff development.
The Contact Centre Manager is vital in overseeing departmental resources and achieving business unit objectives. With a commitment to operational excellence, you will manage staff performance, track key performance indicators, and ensure financial control within the contact centre. This position also requires effective collaboration with the management team to implement process improvements and respond to escalated customer issues.
Key Responsibilities:
• Oversee performance and quality for operational excellence
• Coach staff to improve engagement and effectiveness
• Track financial management and customer satisfaction metrics
• Forecast workload and manage resource needs across operations
• Direct billing and revenue collection activities
The Contact Centre Manager is vital in overseeing departmental resources and achieving business unit objectives. With a commitment to operational excellence, you will manage staff performance, track key performance indicators, and ensure financial control within the contact centre. This position also requires effective collaboration with the management team to implement process improvements and respond to escalated customer issues.
Key Responsibilities:
• Oversee performance and quality for operational excellence
• Coach staff to improve engagement and effectiveness
• Track financial management and customer satisfaction metrics
• Forecast workload and manage resource needs across operations
• Direct billing and revenue collection activities