Manager, Customer Experience, Shared Service Center – OTT00823

Share our passion. Live our values. As Canada’s national public broadcaster and one of its largest cultural institutions CBC/Radio-Canada brings diverse regional and cultural perspectives into the daily lives of Canadians in English, French and eight aboriginal languages.

Your Role:

CBC/Radio-Canada is looking for an innovative leader to join the Shared Services Center. Established in October 2003, this Center provides a one-stop shop for all the Information Technology, Human Resources and Finance transactional and administrative support needs within the Corporation.

Reporting to the Senior Manager, Customer Experience and SystemsSupport, you areresponsible for leading and managing a team providing Human Resource, Information Technology and Finance services in a service center environment to meet our internal clients needs. This service centre provides services 24 hours a day, 7 days a week. You are the single point of contact for all business activities pertaining to the Customer Experience Center.

You will take all necessary measures to ensure appropriate staffing levels are in place to meet service levels as negotiated in the Shared Service Center service level agreements. You will establish staff schedules within policies and collective agreements and keep abreast of events, actions and changes undertaken to forecast special operational needs. You will be responsible for human resource management of your team by managing their performance and development and training plans as well as for performance review and disciplinary actions for the staff.You are also responsible for generating regular statistical reports and analysis and identify best practices and ways to improve processes and service levels.You will be instrumental in evolving the service delivery model in developing and proposing approaches and strategies regarding streamlining the customer service delivery channels.

Your Profile:

  • Thorough knowledge of IT and HR policies, standards and in a Service Center environment management best practices.
  • Ability to lead and motivate team members.
  • Working knowledge of broadcast industry operations.
  • University degree or college diploma in a related field.
  • Minimum 10 years experience managing a Service Center environment.
  • Minimum 5 years experience managing staff.
  • Minimum 5 years experience providing HR and IT services a great asset.
  • Experience with Call Center Management technologies for skill based call routing, workforce management, IVR, staff monitoring and coaching.
  • ITIL certificate is essential, Practitioner certificate desirable.
  • Understanding of project planning methodologies.
  • Fluent bilingualism (French and English) is essential.
  • Candidate is required to work beyond normal office hours, including evenings and weekends. Candidate is required to be on call 24/7.
  • Must continually learn new skills and acquire new business and technical knowledge.
  • Strong interpersonal and communication skills are required.
  • Ability to exercise influence and persuasion when scheduling scarce resources to tasks in an environment of multiple competing demands, and in projects where progress involves interdependent activities.
  • Strong verbal and written communication skills to translate technical ideas into a business context when presenting a rationale for improvements or change, or providing updates and progress reports to management.

If you are seeking a media environment that fosters creativity and innovation, this is the place for you.

We value the importance of a diverse workforce and encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability.

Please visit and apply online.

The CBC is committed to equity in employment and programming.

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