Manager, Customer Care Services (HYBRID)

Workplace Safety and Insurance Board (WSIB); Greater Sudbury; Hybrid; CAD 100,000 - 120,000; Full time

Job summary

An established industry player is seeking a Manager for Customer Care Services to lead a dynamic team in delivering exceptional support. This hybrid role offers flexibility, allowing you to balance work and personal life while overseeing front-line services and improving operational processes. You will play a crucial role in enhancing customer satisfaction and managing escalated issues, all while fostering a collaborative environment. If you're driven by results and passionate about customer care, this opportunity is perfect for you.

Benefits

Health and Dental Plan

Flexible Work Environment

Career Development Opportunities

Qualifications

• 5+ years of management experience, especially with front-line staff.
• Strong background in customer service and project management.

Responsibilities

• Lead and manage a customer care team, ensuring service excellence.
• Monitor performance and implement improvements in workflows.

Skills

Management

Customer Service

Project Management

Communication

Problem Solving

Education

Undergraduate Degree

Business Degree

Project Management Certification

Job description

Manager, Customer Care Services (HYBRID)

1 day ago Be among the first 25 applicants

Our people have different ways of working and lifestyles. We’re committed to a flexible work environment that includes working in the office, in the field, and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

About The Workplace Safety And Insurance Board (WSIB)
We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage, and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America, covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At The WSIB, You’ll Have The Opportunity To:

• Explore many career paths and follow your passion
• Continuously learn and grow professionally
• Be recognized for the great work you do
• Participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan. Bilingual designated roles may include a language bonus payment.

Salary From: $100,101.59

We are recruiting to fill four temporary unilingual and bilingual opportunities for up to 12 months.

Open to all WSIB office locations.

Job Summary:

Lead and manage a team responsible for delivering customer service, including administrative support functions, front-line client services, registration, triaging, information gathering of new claims through various channels, and enabling eAdjudication. Support front-line claims calls for workers, providers, and employers, and oversee walk-in services at head office and district offices.

Provide technical advice and direction to external customers, clients, vendors, service providers, and team members. Monitor and evaluate work processes, individual and operational performance, and identify opportunities for improvement. Lead the development and implementation of restructuring and re-engineering of workflows, methods, and processes.

Develop and maintain communication networks and relationships internally with business partners and externally with vendors and clients. Manage escalated issues effectively.

Major Responsibilities:

• Plan and manage the delivery of program activities, allocate work, prioritize tasks, and ensure workload balance considering experience levels, vacations, absences, and volume fluctuations. Assist staff with resolving issues and provide process guidance.
• Establish productivity and performance standards; manage individual performance through mentoring and feedback; conduct performance reviews; identify skill gaps; and ensure appropriate training.
• Monitor workflow, quality, and quantity of work to meet service standards. Implement quality assurance and performance measurement systems. Identify gaps and opportunities for improvement.
• Develop and implement operational procedures supporting service and performance objectives.
• Ensure proper staffing by identifying resource needs, managing recruitment, and making selection recommendations.
• Collaborate with internal partners to meet their needs and respond swiftly to issues impacting service and customer satisfaction.
• Ensure workplaces are safe and healthy by monitoring safety systems and programs, and develop return-to-work and preventative programs.
• Prepare operational reports, analyze trends, and recommend corrective actions.
• Address contentious service issues, collaborate with partners to resolve and prevent reoccurrences.
• Resolve complex customer service escalations, including those escalated to senior management.
• Maintain effective communication links internally and externally to discuss and resolve issues and exchange information.
• Implement risk management, quality management, and continuous improvement systems to evaluate service effectiveness and efficiency.
• Participate in enterprise or cross-divisional projects related to service/process improvements and technology changes, providing subject matter expertise and leading or supporting initiatives.

Job Requirements:

• Education: Undergraduate degree (minimum), Business degree and project management certifications preferred.
• Experience: At least 5 years of management and training experience; experience managing front-line staff and project management preferred.

Our commitment to equity, diversity, and inclusion:

We respect and value diversity and strive to create an inclusive environment where everyone can be themselves. We are committed to accessible and inclusive employment practices. If you require accommodations during the recruitment process, please contact us at [e-mail].

Disclosing conflicts of interest:

Applicants must disclose any circumstances that could result in a conflict of interest, such as outside employment or personal relationships that may impair decision-making. For questions, contact [e-mail].

Privacy information:

We collect personal information under the authority of the Workplace Safety and Insurance Act, 1997, to assess qualifications and manage recruitment. For concerns, contact [e-mail]. Candidates may be required to undergo a criminal record check before or after employment.

To apply, submit your application by the closing date.