Manager Contact Centre Solutions

Insurance Corporation of British Columbia • North Vancouver, BC

2d • Hybrid

About The Position

Within ICBC, you'll find an innovative and stimulating environment where technology acts as a key enabler to support our strategic goals. If you’re passionate about supporting and developing high performing teams, helping organizations adopt new technologies, and leading delivery through to execution and sustainment, take this opportunity to learn how you can become a valuable part of our team. At a time when ICBC is transforming its Contact Centre capabilities, we have an exciting leadership position available. As the Manager of Contact Centre Solutions, you will lead an IT function that enables critical enterprise-wide contact centre capabilities at scale.

Requirements

• A proven people leader with at least 5 years of people management experience (coaching, development and performance management).
• A minimum of 5 years of experience planning, designing and delivering solutions with proven delivery skills. Strong problem solving and decision-making skills.
• Strategic mindset. Ability to solicit and interpret business requirements into technology solutions and capabilities.
• Ability to manage diverse stakeholders at all levels, including technology and business leads, privacy and security, senior leadership and external vendors.
• Confident and effective communicator with excellent interpersonal, presentation and negotiation skills at all levels.
• Understanding of contact center technology enablement for medium to large business contact centers is required.
• Knowledge of DevOps and Release Management practices is required to support the Contact Center solution.
• This specialized training is typically recognized by an undergraduate degree and/or a professional designation in a technical/business/scientific field. Several years of related direct/indirect work experience in a continuous learning environment is typically required for someone to perform this job, including current management experience.

Nice To Haves

• Experience in managing the Genesys Contact Center Pure Cloud Solution and telephony (SIP) is a definite asset.

Responsibilities

• Oversee planning, design and the delivery of IT solutions and enhancements on time and on budget
• Directly manage, develop and coach a high performing cross-functional team, including developers, testers and business systems analysts.
• Become established as a trusted business partner, collaborating with corporate internal stakeholders to translate business goals into effective, high value solutions.
• Effective sustainment of applications and services, meeting or exceeding performance expectations through expert engagement with IT, business and 3rd party vendors.
• Contribute to department and divisional planning cycles and manage associated budgets.
• Keep informed of industry and technology trends and best-practice, driving continuous improvement and the evolution of the contact centre technology roadmap.

Benefits

• competitive salary
• comprehensive benefits
• defined benefit pension plan
• 4 weeks’ vacation
• 3 Wellness Days per year
• Three options available for your health and dental coverage
• Employee and Family assistance program (wellness support)
• Basic group life insurance
• Voluntary group life insurance
• Critical Illness insurance
• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks
• Long term disability plan
• Pension plan – defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager