Job Title

Assistant Manager, Customer Experience Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BCs health care system. Our services include health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans. We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes related to mental health, wellbeing, prevention and management of chronic disease. We are interested in people who want to make a difference and grow their career with us. Perks Flexible working hours of 7.5 hours per day, Monday to Friday (i.e., 37.5 hours per week). Paid vacation starts at 4 weeks per year, and increases with years of service. Hybrid work environment (i.e., a combination of work from office and work from home days). Generous benefits, including extended health, dental, and life insurance; depending on the plan you choose, these benefit premiums can be 100% paid by PBC. PBC contributes the equivalent of 8% of your base salary to a Defined Contribution pension plan. No employee contribution or matching is required, giving you more takehome pay. Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program. About the Position PBC is searching for a permanent Assistant Manager, Customer Experience to join our Customer Experience team. The compensation program is built on a payforperformance philosophy, rewarding both individual and organizational achievements. The typical hiring range for this position is $72,100 $99,100 per year, with the starting salary determined based on a combination of skills, education, experience, and internal equity. As part of our total rewards package, youll be eligible for an annual bonus program. If youre someone with a passion for leading and mentoring a large team through a tactical plan and are looking to take on a great career opportunity with a local not-for-profit health insurance provider by helping plan and direct the department and leading a team, we want to hear from you. Your skills in leading a team and achieving departmental objectives will help Pacific Blue Cross provide sustainable healthcare. This role is currently working hybrid from home one week and from our head office in Burnaby, BC the next week. Apply this week if you would like to take on this role. Key Ways This Position Makes An Impact The Assistant Manager, Customer Experience provides leadership to employees in a large team (50+), promoting motivation and teamwork. In this role youll mentor team members and create an environment where staff can develop their skills. This role ensures proper staffing levels are maintained, works with the Attendance Management Program, participates in the progressive discipline process, coaches, and develops action plans. You will partner with the manager to create departmental tactical plans in line with corporate objectives and establish individual objectives that meet the expected goals. This role handles and assists employees in dealing with difficult problem inquiries and complaints. You will work on providing leadership support throughout the project management cycle for projects that you would be working on. Key Experiences You Bring To This Role University degree or technical school diploma in a relevant field (Business Administration, Commerce, Economics, etc.), including or supplemented by courses in leadership or supervision. Demonstrated advanced proficiency in MS Office software, including Outlook, Word, Excel and PowerPoint. A minimum of five years leadership experience in the call centre/customer services industry. Functional technical knowledge of customer service technologies (system hardware/software). Demonstrated experience in managing a team in customer services. A minimum of three years in a call centre workforce management role. Preference given to those candidates possessing CWPP designation or equivalent. Diversity, Equity, and Inclusion PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canadas Greenest employers, a Canadian Centre for Diversity and Inclusion (CCDI) employer partner, and a Pride at Work partner. We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender, sexual orientation, religion, ability, education level, parental status, or socioeconomic status. We are an equal opportunity employer and welcome applications from all qualified candidates. To request an accommodation in completing this job application, testing, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to . These accommodation requests will be reviewed confidentially and, on a casebycase basis, by Human Resources. Seniority Level MidSenior level Employment Type Full-time Job Function Other Industries Insurance How to Apply Please apply via our website this week at