Contact Centre Specialist

About the Role

City of Winnipeg

Department: Water and Waste Division 

Position: Customer Service Designated Work Location: Remote with Designated Work Location (4th floor, 185 King St) 

Position Type: Permanent 

Salary: Salary Schedule A1 $2,471.91 - $3,317.34 bi-weekly, WAPSO Grade 2 (See note 1) 

Salary Schedule A2 $2,471.91 - $3,023.34 bi-weekly, WAPSO Grade X2 (See note 1) 

Posting No: 123834 | Closing Date: October 19, 2023 

Providing a wide range of services to over half of all Manitobans, The City of Winnipeg is one of the largest employers in Manitoba. We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers. 

Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits. We take pride in fostering a respectful, diverse, safe, and healthy workplace where our employees can thrive and achieve their full potential.

Please access the City of Winnipeg website for the complete job description and how to appy at http://www.winnipeg.ca/hr/.

Job Profile 

Under the general supervision of the Contact Centre Supervisor, the Contact Centre Specialist is responsible for leading the training and development of staff, as well as process development and adherence related to the billing system. The Contact Centre Specialist works with other senior staff within the Utility Billing Centre to ensure its successful operation. 

As the Contact Centre Specialist you will: 

1. Manage the recruitment of Billing Representatives. 

2. Research and implement new technologies to improve the customer experience and overall efficiency in the Utility Billing Centre. 

3. Develop training material and facilitates operational changes. 

4. Monitor staff on system use and process to determine coaching/training requirements. 

5. Work with other divisions to develop and document business processes and present material to staff as required. 

6. Monitor and report on daily performance to the Contact Centre Supervisor; including interaction volume, service level, abandon rate, handle time, wait time, etc. 

7. Utilize Workforce Management software to: a. calculate staffing requirements b. forecast workload c. build daily staff schedules to manage forecasted workload d. monitor schedule adherence e. plan yearly vacation requirements. 

8. Gather and analyze statistical data related to staff performance. 

9. Monitor, train and support Billing Support Representatives and Senior Billing Representatives so they can effectively supervisor and develop their team. 

10. Assist the Contact Centre Supervisor with new initiatives and act in their absence.

APPLY HERE