Supervisor, Contact Centre - Grid 21 - Canada

Location: Woodstock, ON
Company Name: MAXIMUS BC HEALTH INC.

Supervisor, Contact Centre, Grid 21
Health Insurance BC (HIBC), MAXIMUS Canada

Worker Category: Regular, Full-time
Location: Victoria, BC

In & Out of Service

Company Profile

MAXIMUS Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, MAXIMUS provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.

We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.

MAXIMUS Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.

Join us here in beautiful Victoria, British Columbia to experience the best of the West Coast lifestyle. You will work in an environment that will challenge you and reward your achievements. Your downtime can be spent exploring all the West Coast has to offer – scenic beauty, culinary experiences, cultural events and outdoor activities. We have it all! Located in the heart of downtown, our location offers easy access to every amenity.

MAXIMUS Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Core Values

At MAXIMUS Canada, we believe that our culture strengthens our commitment to Helping Government Serve the People. We foster a culture that respects and values individual contributions and differences. At MAXIMUS Canada we believe in the following four core values:

Customer Focus
Our customers' business needs inform everything we do. We start by developing relationships built on trust and respect. We listen, and incorporate their diverse experience into our services and solutions, and we show our understanding with clear communication.

Disciplined Approach
With decades of experience delivering government programs, we balance tried and tested processes with a desire for continuous improvement. We take the time to plan and benchmark our performance – it's the path to success.

Results and Delivery
Great results depend on setting high, measurable standards of excellence and achieving the numbers. We challenge each other and hold one another accountable to our commitments.

A Great Place to Work
MAXIMUS Canada promotes a challenging work environment, empowering our employees to get the job done. If you want to work in an environment that recognizes and rewards accomplishments while caring about each other and the communities we serve, this could be the place for you.

Department Overview

On behalf of the B.C. government, Health Insurance BC (HIBC) administers medical coverage through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. With a staff of ~280 unionized employees and 4 excluded managers, the HIBC Operations department delivers services measured by 20 SLRs and 29 SLOs via four teams:

• Customer Service (Contact Centre, PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
• Document Operations (Document Management, Document Processing, Admin Review, and Correspondence Liaison Unit)
• Practitioner and Patient Services (Provider Programs, Benefit Services, Billing Support, and In Province and Out of Country Adjudication)
• Operational Support Services (Medical Services and Pharmaceutical Services Support, Production Control, Support Coordinators)

Role Summary

The Supervisor leads a team of 15 to 25 staff who handle a variety of calls. The Supervisor is responsible for delivering departmental strategic outcomes, coaching/mentoring, employee development, driving performance and attendance management outcomes, and participating in internal and external projects and initiatives.

The role requires solid leadership and technical competencies to ensure Service Level targets and departmental key performance indicators (KPI’s) are met. Tight deadlines along with detailed client deliverables require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees within a high performance culture.

Key Responsibilities

• Lead the workforce in order to meet SLR’s and SLO’s, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture
• Assign workflow and oversee departmental activities for effective utilization of resources and systems
• Identify opportunities for improvement and work with the Continuous Improvement agents to lead change
• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives
• Play a key role in change management by encouraging innovation and creativity
• Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities
• Lead the workforce to contribute to a positive workplace and to the growth of a successful business

Education and Experience

• Minimum 2 years’ experience supervising an operational unit of a least 15 employees
• Current and/or relevant call centre leadership experience an asset
• Related post-secondary education in business administration, human relations, public administration, etc.
• In-depth knowledge of Contact Centre operations
• Contact Centre health program knowledge (MSP, Fair PharmaCare) preferred
• Knowledge of the principles of employee engagement and motivation
• Proven experience in business process improvement
• Principles related to human rights and employment standards legislation
• Proficient knowledge of MS Office suite; Word, Excel, PowerPoint, etc.

Core Competencies

1. Supervise the Workforce

• Recruit, select and hire individuals most qualified to perform the requirements of each position.
• Track and report employee:

o Schedule adherence and attendance
o Workplace behaviour
o Work performance
o Compliance to policies and procedures

• Provide leadership to ensure Quality Assurance goals are met.
• Initiate appropriate timing and phases of the performance management continuum:

o Orientation
o Probationary performance review
o Coaching & feedback
o Ongoing performance review
o Corrective discipline and termination
o Action plans for improved performance
o Action plans for career development

• Identify high-performing/high-potential employees and facilitate development through “stretch assignments” or other employee development strategies available.

2. Oversee Workflow and Work Processes

• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.
• Ensure all processes adhere to client and MAXIMUS Canada policies.
• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.

3. Lead the Workforce

• Perform all supervisory duties in accordance to human rights standards and effective management principles, in a manner that fosters productive employee/labour relations.
• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes)
• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.
• Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.
• Acknowledge and reward employee achievement through formal and informal employee recognition activities or programs
• Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company’s business goals and to a positive, quality-driven workplace culture
• Collaborate with clients, clients’ affiliates and Maximus stakeholders to recommend changes to business policies and processes.

Competency Profile

This Profile includes all the Core Technical and Knowledge competencies listed above, and the following:

Interpersonal Competencies

Dealing with Trouble

• Command skills
• Conflict management
• Confronting direct reports

Handling Difficult Situations

• Difficult conversations
• Difficult decisions

Relating Skills

• Approachability
• Interpersonal savvy

Managing Diverse Relationships

• Customer focus
• Managing diversity
• Fairness to direct reports
• Peer, client and lateral relationships

Making Tough People Calls

• Hiring and staffing
• Sizing up people

Business Competencies

Keeping On Point

• Timely decision making
• Priority setting

Getting Organized

• Organizing
• Planning
• Time management

Getting Work Done Through Others

• Delegation
• Developing direct reports
• Directing others
• Informing
• Managing and measuring work

Managing Work Processes

• Process management
• Managing through systems
• Total work systems

Employee Empowerment

• Motivating others
• Negotiating
• Managing vision and purpose

Application Information

We will be accepting applications until 9:00 pm (PST) on Friday, October 18, 2019.

New hires will start at a probationary rate of $31.54 up to 913 hours worked.

An eligibility list may be established for this, or similar vacancies within the company.

Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.