Coordinator, Contact Centre

Fraser Health is responsible for the delivery of hospital and community-based health services to over 1.9 million people in 20 diverse communities from Burnaby to Fraser Canyon on the traditional territories of the Coast Salish and Nlaka’pamux Nations. Our team of over 45,000 staff, medical staff and volunteers is dedicated to serving our patients, families and communities to deliver on our vision: Better health, best in health care.

This is a Full Time opportunity located in Surrey, B.C. at Central City.

Position Highlights

As a Coordinator, Contact Centre, you will oversee the daily operations of the centralized contact centre function for Fraser Health. Responsible for ensuring effective contact centre services, supervising designated staff, implementing and maintaining office administrative policies, processes, and procedures, and ensuring standards and objectives are met. 

You will also provide leadership, guidance, and real-time problem-solving in situations involving direct patient care. In addition, you will educate and train front-line team members to prepare them for client interactions, ensuring they are equipped to handle various scenarios effectively, while supporting staff development. You will monitor workflow and performance to manage high call volumes, respond to PSLS, feedback, and complaints, and implement strategies to improve call center operations.

1. Oversees the daily operation of the centralized contact centre function for Fraser Health.
2. Supervises designated staff by coordinating and scheduling work, supporting, directing and guiding staff, monitoring the quality of work, and completing performance appraisals.
3. Hires, orientates and trains new employees and develops and implements appropriate staff development and retention plans.
4. Assists the Manager in discipline issues, participates in the investigation of grievances and routine, confidential employee issues, and initiates employee terminations. Participates in third party hearings as required.
5. Implements and maintains departmental office administrative policies, procedures, and processes including occupational health and safety, leave management, education and orientation, as well as compliance with applicable acts, regulations and collective agreements.
6. Evaluates contact centre requirements, liaises with outside vendors, and monitors level of support to ensure requirements and expectations of contract(s) are met. Makes recommendations and assists the Manager in the development of innovative and workable solutions within established budgets.
7. Assists the Manager in the development of annual goals and objectives for the centralized contact centre. Identifies current system capabilities and participates in identifying, projecting, and planning for future needs.
8. Monitors contact centre expenditures and approves invoices from external vendors, within authorized budgets, as directed by the Manager.
9. Serves as change lead and subject matter expert for various contact centre related projects, as assigned by the Manager.
10. Attends and participates on assigned meetings and committees as requested. Prepares status reports on proceedings and/or develops recommendations on follow up action to be taken.
11. Performs other related duties as required.