Program Manager, Contact Centre Excellence (Hybrid)

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.

Salary From: $97,186.00

This is a temporary opportunity for up to 24 months in duration.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

We are seeking a dynamic and experienced individual to join our team as a Contact Centre Program Manager. In this role, you will be the driving force behind ensuring excellence in our contact centre operations across all functional areas. From managing customer interactions to optimizing processes and workflows using technology, you will play a pivotal role in enhancing customer satisfaction, operational efficiency, and overall performance. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, we invite you to apply and be a part of our team.

How do I qualify?

Major Responsibilities:

1. Support the development of the Service Excellence multi-year business planning process and in the development and implementation of cluster-wide business solutions which align and support corporate plans and outcomes by:
• Create and maintain an integrated business plan and measurement model for the Cluster ensuring measureable outcomes are aligned with Cluster and organizational strategic plan.
• Liaising with and providing advice to senior management in the development, implementation and monitoring of the cluster business plan and working with internal partners such as strategic planning and outcomes to provide advice and input around the corporate plan, support in communication and engagement of the cluster as well as in recommending modification to the corporate strategic planning processes as appropriate.
• Coordinate the development, distribution and evaluation of consistent cluster-wide communications that align to the corporate plan and direction, promotes staff engagement, contribution to organizational goals and understanding of priorities. Create annual operations plan for the Cluster that can be communicated across all levels of staff within the Cluster, ensuring an engaged workforce that is clear on the direction, and how their work aligns.
• Assisting in the identification and corporate alignment of Operations measures and predictive indicators to support achievement of the corporate targets
• Participating in Divisional/Branch management. This includes contributing to the development and execution of branch objectives and assisting in the continuous evolution of the Service Excellence Cluster.
• Participate as the Service Excellence cluster representative on internal committees dealing with corporate issues, such as implementation of new legislation, ensuring cluster interests are heard and protected, determining possible impacts of decisions on the business of cluster and staff, negotiating the most effective solutions, communicating information to the Cluster leadership team on an ongoing basis
• Developing and maintaining linkages with management at various levels throughout the cluster and organization, consulting regularly with counterparts in other areas, capture and document strategic alignment and enterprise-wide initiatives that may have an impact on the assigned program, supporting the successful integration of the strategic plan and corporate objectives and goals.
• Leveraging business knowledge at the enterprise level as a frame of reference for the program work within the larger organizational context. Connecting program responsibilities to the broader organizational goals.

2. Lead the Service Excellence Cluster in support of the Strategic Plan by:
• Monitoring and ensuring alignment to compliance and policy related issues.
• Ensure any identified cluster gaps are closed off as they related to AODA/Compliance/Risk/FLSA, etc.
• Lead the Cluster in identifying and aligning operational measures and outcomes to support the achievement of corporate targets.
• Responding to emerging issues/priorities in the Customer Experience field and initiatives and developing strategies and recommendations to address these.
• Researching external trends and links to external practices, recommending industry best practices and methods and developing and delivering presentations for senior management within the Cluster to feed into their plans.
• Perform other related duties and responsibilities as assigned or required.

Job Requirements:

1. Education (Level and Specialty / Discipline):
• College degree/Post-Secondary learning in Customer Experience related field.

2. Experience (Years of Related Experience and Type of Experience):
• 5 years in a Customer Experience Leadership role. Experience across the below Customer Experience Functions: customer measurement, customer engagement, continuous improvement, contact center (Workforce Management and Quality Assurance Disciplines). Or
• 3 years' experience in a Program Manager role.

3. Experience (Years of Related Experience and Type of Experience):
• PMP (Project Management Professional)

Additional Information:

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.

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.

Application Instructions:

To apply for this position, please submit your application by the closing date through our careers page: httpss://www.wsib.ca/en/careers.