For over 75 years, Medavie Blue Cross has been a leading health and wellness partner for individuals, employers and governments across Canada. As a not-for-profit organization, we proudly invest in communities to help address some of Canada’s most pressing health care challenges. We are one of Canada's Most Admired Corporate Cultures, one of Canada’s Top 100 Employers, Canada’s Life & Health Insurer of the Year for 2021 and an Imagine Canada Caring Company.

Our 2,400 professionals work across six provinces, united by our shared values of being caring, accountable, responsible, innovative and community-minded. We’re committed to ensuring our employees thrive in our award-winning, collaborative culture focused on ensuring health, wellness, and personal and professional growth through a variety of programs and support across our organization.

Together with Medavie Health Services, we are part of Medavie — a national health solutions partner with over 7,700 employees. Our mission is to improve the wellbeing of Canadians.

The Opportunity:

Reporting to the Senior Vice President, Operations the Director, Operations Contact Centre provides leadership and strategic direction to a team of customer focused professionals who will deliver a consistent and highly dependable member and provider experience.

In this role, you will achieve the objective by providing leadership to Customer Service and Support areas for Medavie Blue Cross provided across multiple locations. This senior leadership role brings the voice of the customer to all areas of our business to deliver trusted advice and service to help our customers thrive.

At Medavie Blue Cross, our customers voice is at the heart of the service we provide, and this role is responsible to ensure our Brand promises come true for our members. The successful candidate will be an energetic go-getter who is experienced at developing and implementing strategies that create a strong customer experience with the Contact Centre and influences the organization to enhance the experience of our members and providers.

We are looking for a Leader that will provide excellent results for Voice of Customer results, service metrics, performance improvements, employee engagement to further compliment and adapt to our business goals and objectives.

This position has a strong understanding of what a positive member experience means and how to engage teams in such a way to deliver it in each interaction.

Responsibilities

• Provide leadership to and direct the activities of the Contact Centre Teams to ensure defined objectives are met and/or exceeded
• Lead, motivate, mentor and coach team performance continuously
• Lead long-term strategic planning and annual budgeting activities and formulate operational strategies to build and maintain the required infrastructure to adequately support service levels
• Oversee and maintain Contact Centre operations through Managers and Team Leaders including but not limited to setting, tracking, and reporting on KPI's, headcount planning, and work force management. Develop service level contingency plans to address service level challenges and implement these as required
• Oversee the implementation of our front-line customer service strategy and ensure ongoing process improvement in this area
• Develop strategies to increase the quality of service to customers
• Ensure customer satisfaction trending and levels are supportive of Medavie’s Contact Centre initiatives, and that customers are satisfied with overall solution delivery
• Administer the VoC, Speech Analytics, and Quality Assurance programs that identifies customer needs, pain points and opportunities
• Leverage data and technology to improve self-service and automation (technology enhancement and/or implementation)
• Push analytical rigor to measure effectiveness for Customer Success initiatives
• Collaborate closely with Sales and other internal teams to understand customer needs , ensure effective communication between the company and clients and to accomplish our ambitious shared goals

Requirements

• Post secondary degree in Business, Office Administration, or related field
• 10+ years related experience in a multi-channel (call, chat, messaging, social) Contact Centre environment
• Strong Customer/client relationship background
• Expertise in creating and maintaining customer success metrics and related reporting
• Ability to create and execute strategies that lead to high levels of customer satisfaction and retention
• Ability to manage the team through change and champion strategic Contact Centre and member/provider initiatives
• Strong understanding of customer relationship management and retention strategies within the contact centre environment
• Proven success in building and leading high-performance teams
• Demonstrated knowledge of quality assurance and continuous improvement concepts, procedures, processes, best practices, and industry trends
• A strategist who can think long-term but also manage multiple tasks along a parallel process
• Data-driven with the ability to analyze customer and financial data and make informed decisions and manage a budget
• Strong project management, workforce planning and organizational abilities
• Critical thinker who uses strong decision-making skills in creating innovative solutions for internal/external client needs
• Strong business acumen with excellent interpersonal, communication, and negotiation skills
• Competency with MS Office suite, Inquiry Centre Technology such as VOIP, Quality Assurance, Security Solutions
• Bilingualism (French and English) is an asset

We are an Equal Opportunity Employer

Medavie Blue Cross strives to foster a culture where everyone is enabled to achieve their full potential - a culture of diversity, equity and inclusion (DEI) where we live our values every day in the way we treat each other, our members and the communities we serve. Accessibility is a top priority.

For applicants with disabilities, we provide accommodations throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Medavie Blue Cross Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act.

We would like to thank all candidates for expressing interest. Please note only those selected for interviews will be contacted.