Position: Contact Centre Manager

Salary: $98,170.63 - $115,494.90

Position Type: Full Time Permanent

Location: Work from home, within Nova Scotia

Department: Stakeholder Relations and Communication

Apply: Online via Career Beacon by clicking "Apply Now"

Closing Date: September 12th @ 4:30 PM

About Property Valuation Services Corporation

We are an independent, not-for-profit organization established under the Property Valuation Services Corporation Act. We provide property assessment services and information to Nova Scotia's municipalities and property owners in accordance with the Nova Scotia Assessment Act.

Our clients depend on us to make sound decisions that fund important local services and build communities. We strive to never stop learning and are passionate about improving ourselves and our products and services, every day. We are focused on achieving results and getting the job done right the first time. Our responsibility to employee success and wellness goes beyond traditional benefits to reflect an evolving and innovative workplace.

Your Impact as Contact Centre Manager

Reporting to the Vice President of Communications and Stakeholder Relations, the Contact Centre Manager is responsible for overseeing the internal and external activities performed by Contact Centre staff that support PVSC's daily operations and ensure the delivery of education, information, and services to property owners and the public.

The Contact Centre Manager plays a key role in the maintenance and modernization of Contact Centre technology and tools, the integration of Contact Centre tasks and timelines with Operations, the dissemination of accurate information and messages, and the successful delivery of outcomes as described in corporate and team strategies and plans.

In this role, the Contact Centre Manager is responsible for providing leadership, supervision, and change management to Contact Centre staff, planning the allocation of resources and work activities, adhering to legislative and operational timelines, and encouraging continuous improvement and innovation.

How You Will Contribute

Contact Centre Operations

• Establishes a yearly plan that identifies priorities, determines work tasks, and delegates activities to meet established timelines and targets.
• Monitors work inventories, creates schedules, coordinates timelines, targets, and activities with Operations, and monitors progress towards targets and performance measurements.
• Acts as the lead for contact management software and troubleshooting.
• Acts as a liaison with Operations to ensure efficient and effective working relationships and service delivery (people, process, and technology).
• Oversees the implementation, adoption, maintenance, and upgrades of Contact Centre technology and tools and works closely with IT and Operations to ensure integration with existing systems, technology, tools, and processes/workflow.
• Provides project management and/or coordination for corporate and team initiatives.
• Provides forecasting and planning to ensure adequate resourcing during regular and high-volume contact periods.
• Ensures the delivery of accurate and timely administration, e.g., data inputting, systems processing, mail handling (inbound and outbound), correspondence, etc. as per legislative timeframes and operational timelines
• Works in conjunction with the Recorder to support the administration of NSAAT appeals.
• Works closely with the Nova Scotia Land Registry to ensure consistent and accurate sharing of data and information.
• Oversees the edits and audits of property-related data received from the Land Registry and municipalities.
• Responsible for the accurate and timely distribution of reports, e.g., Statistics Canada, Department of Municipal Affairs, etc. as per service agreements.
• Provides support to quality control and quality assurance activities including testing and audits.
• Manages Contact Centre record-keeping and creates and maintains up-to-date processes, documentation, and training manuals with consideration to integration with Operations.
• Plans and leads projects effectively, applying project management methodologies.
• Acts as an escalation point for complex inquiries.

Leadership and Change Management

• Oversees Contact Centre staff ensuring regular performance management, coaching, feedback, and development.
• Supports the identification, development, and incorporation of best practices related to contact with the public and inquiry handling across the organization, e.g., techniques, tools, templates, training, coaching, etc.
• Escalates personnel matters to the Vice President of Communications and Stakeholder Relations in a timely manner.
• Fosters a culture of engagement, innovation, productivity, growth, and collaboration.

Strategic Planning

• Plays a key role in the implementation and success of strategic and team initiatives.
• Leads and supports the development and execution of multi-year plans and roadmaps.

Performs other related duties or participates in additional activities, as assigned.

What You Bring

You will possess a bachelor's degree in business or related discipline with a minimum of 8 years experience in a contact centre with management experience (or the equivalent combination of training and experience).

You will also have the following skills or experience:

• Proven experience in a contact center environment, encompassing systems management, work volume forecasting, scheduling, coaching, and the integration of modern technologies.
• Strong leadership, interpersonal skills, and emotional intelligence.
• Experience with sourcing, developing, and implementing technology, systems, policies, and procedures, and monitoring compliance and continuous improvements.
• Demonstrated people-management skills with the ability to inspire, motivate, develop, engage, collaborate, coach, and mentor.
• Experience with building and managing plans and schedules.
• Skilled in project management and project coordination.
• Excellent organizational and time management abilities.
• Competent in making informed decisions and recommending solutions with an eye to the future in alignment with strategy and planned outcomes.
• Excellent written and oral communication skills, and the ability to recognize, understand, and resolve complex challenges.
• Capable of prioritizing multiple demands and high work volumes.
• Proven track record of collaboration and innovation.
• Solid at framing strategic initiatives and understanding their impact on people, processes, and technology.
• Experience building relationships.
• Proficient in the Microsoft Office suite.

Assets

• Professional designation or certification in a related field such as Records Management, Project Management, Leadership or other relevant areas.
• Experience working within a unionized environment.

Why You Will Love Working Here

Join a culture that understands there is life outside of work. PVSC offers a holistic benefits and perks package that starts at day one:

Work From Home: Skip the commute and work from the comfort of your home in Nova Scotia. Occasional in-person meeting participation may be required with reasonable notice.

Flexible Work Arrangements: Work life balance is as much a priority for us as it is for you.

Comprehensive Health and Dental Benefits: The health of our employees is paramount, our benefits include access to an Employee Assistance Program, Virtual Care, Wellness Subsidy, and Health Spending Account.

Competitive Salary: We offer competitive salaries in our industry.

Defined Benefit Pension Plan: Secure your future and take advantage of our defined benefits pension plan for a stable retirement.

Paid Time Off: Enjoy all civic holidays and an enriched vacation entitlement schedule, starting at 3 weeks.

Community Giving: Support your community by volunteering to participate in giving opportunities.

Investment in your Training and Development: Your professional and personal growth is necessary for our business growth. Continuously expand your knowledge and skills through training and development programs.

Professional Designation Achievement: Support available for professional designations.

Industry Leadership: We're at the forefront of our industry, employing cutting-edge tools and best practices.

Collaborative Environment: Experience the power of collaboration as you engage with various teams. Everyone has a say in our success.

Join PVSC and experience the benefits of a fulfilling career, supported by comprehensive perks and career development opportunities.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.