46784 - Temporary - 4 months

Job Function:

• Support the Manager and department with the planning and execution of Contact Handling functions at Hydro One to ensure the quality of delivered services by external and internal service providers.
• Assist with forecasting, operations and in-depth analyses of contact handling functions, including monitoring trends and evaluation of statisticalinformation.
• Establish and maintain operational contacts with internal and external service providers to ensure effective 2-way communication and early warning of potential issues.

Job Description:

• Support the Manager by assisting in the development, analysis,management and integration of business processes and policies related to contact handling functions.
• Assist in the coordination of enhancements for approved information systems, work processes and implementation of projects.
• Work with teams and other internal and external groups related to contact handling or customer functions. Relay information to other department members with respect to proposed business initiatives.
• Assess the impact of these decisions on contact handling functions, systems and work processes.
• Monitor the performance of processes.
• Assist in the development and application of continuous improvement processes to serve customers by reviewing and monitoring customer feedback and assess tactics for improvements.
• Ensure service providers or staff applies the processes appropriate for customers and the processes applied are consistent with the application of policies, internal and control requirements, and statutes and regulations.
• Respond and assist in the resolution of contact handling issues escalated by external and internal groups impacting Hydro One customers, policies and procedures. Coordinate with others to take corrective action, as required.
• Prepare analysis and supporting documentation required in the day to day administration and management of contact handling functions as it relates to the execution of work programs and escalate any anomalies to the Manager.
• Work with other staff within the business unit, the company and externally with the service providers and collaborate accordingly to facilitate the resolution of difficult issues related to contact handling or customer complaints.
• Develop, organize and maintain procedures and systems to improve effectiveness of service providers and to address continuous quality
  improvement issues that arise in order to sustain satisfactory customer relationships.
• Evaluate and audit the quality of calls and correspondence from Customers focusing on the Customer Communications Centres (CCC) work environment, call quality and call quantity review processes. Provide work instruction, and advice and guidance to the CCC as required.
• Work with staff or vendors in the maintenance and administration of customer accounts, the provision of customer services and the application and continuous improvement of all CCC delivery processes to effectively and efficiently respond to customers.
• Identify the needs to the Manager. Assist the Customer Program Manager with business planning, budgeting, financial and operational performance reporting.
• Keep abreast of the latest developments in the electricity markets that could affect the delivery of contact handling services/costs.

Perform other duties as required.

Selection Criteria:

Essential Knowledge:

• Requires a knowledge of business administration, social sciences and marketing to analyse contact handling policies and processes and to carry out various business studies.
• Requires a knowledge of customer service to identify emerging trends and develop strategies to respond to trends, issues, conflicts and concerns.
• Requires a knowledge of retail service and business strategies, policies, procedures, practices and associated management information systems.
• Requires both verbal and written communication skills to communicate effectively with customers and vendors, to develop and give presentations to various internal and external groups.
• This knowledge is considered to be normally acquired through the completion of 4 years University training (Grade XII plus 5 years) in the appropriate discipline, or by having the equivalent level of education.

Essential Experience:

• Requires experience in customer service and conditions of service.
• Requires experience in strategic and business planning processes to analyse sensitive public and business issues as they impact on the contact handling work program.
• Requires experience with outsourced services that support customer contact handling.
• Requires familiarity with Call Centre operations and the interrelationship between Customer Communications Centres, utility and other Business Unit organizations.
• Requires familiarity with the activities associated with customer service, energy management and customer account management within the customer market segments.
• Requires a demonstrated ability to foster positive working relationships.
• A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2022.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: May 8th, 2023

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