Manager, Service Center and Client Service Programs

Manager, Service Centre and Client Service Programs

Our Service Centre team delivers high-quality, front-line client service by responding to inquiries from workers, employers, health care providers, vendors, government officials and the public via multiple channels, including front desk, email, telephone and live chat. We also input, validate and perform quality assurance on claim and workers' compensation-related data and documents - ensuring accurate information gets to our clients' files.

Role Responsibilities

• Lead and develop the team of Supervisors, Service Associates and Administrative Assistants in St. John's, Grand Falls-Windsor and Corner Brook
• Ensure operational success of the Service Centre, including:
  • delivering high-quality client service to our internal and external clients
  • adapting to changes in technology and services
  • identifying and implementing process improvements
  • measuring performance
  • providing weekly updates to the Director
• Establish and meet, or exceed, key performance indicators (including time to first payment)
• Monitor client service channels, questions and cilents' needs to improve programs, services and information to serve clients
• Develop, communicate, measure, monitor and continually improve client service standards for the organization that are aligned with our values
• Administer, communicate the results and coordinate action plans of regular client service surveys for the organization
• Develop and manage WorkpalceNL'saccessibility plan

Essential Skills and Qualifications

• University degree, preferably in business, social sciences or related discipline
• Five years' leadership experience in a supervisory role, preferably in a client service or document processing/management environment
• Experience and demonstrated ability to effectively manage people, multiple projects and lead change would be an asset

What does success look like in this role?

• Help others realize their potential through coaching and mentoring
• Foster a positive working environment, spirit of accountability in keeping with our values and service-oriented team culture
• Develop and maintain collaborative relationships with internal teams and community partners
• Anticipate and adapt to change; lead others through change
• Ensure a safe working environment for the team
• Maintain or improve client service survey results
• Manage multiple projects and meet tight deadlines within budget

We thank all candidates for their interest; however, only those selected for further consideration will be contacted.

For more information, please visit www.workplacenl.ca