Manager, Contact Centre (Southwest)

SaskEnergy is seeking a qualified and motivated individual to join our team. The Manager, Contact Centre leads and oversees the delivery of provincial workload and capacity forecasting, planning, and performance reporting. This involves managing departmental resources to serve customers across various channels, tracking service levels and work progress, collecting revenue, and acquisition of new customers.

Key Accountabilities

• Manage business unit performance and quality to deliver on business unit targets and objectives for operational excellence, customer experience, and employee engagement.
• Manage staff performance and engagement, provide coaching to develop assigned staff, and ensure a link between strategic plans and employee roles and contributions.
• Accountable for contact centre key performance in the areas of financial management, productivity, quality, customer satisfaction and employee satisfaction.
• Set and track key perfo...