About Pacific Blue Cross 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 BC’s health care system. We provide 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 directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

We offer an attractive compensation and benefits package. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

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 that 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 take-home pay.
• Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About The Position

• We are searching for a permanent Assistant Manager, Customer Experience to join our Customer Experience team.
• PBC’s compensation program is built on a pay-for-performance 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, you’ll be eligible for our annual bonus program.

If you’re someone with a passion for leading and mentoring a large team through a tactical plan and are wanting 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 be able to provide sustainable healthcare.

We offer an attractive compensation and benefits package. Our workplace culture values health and wellness, diversity and equality, continuing education, environmental sustainability and giving back to the community.

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+) to promote motivation and teamwork.

In this role you’ll 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

If you’re excited about taking on this opportunity, we invite you to apply today and start the conversation with us about this position.

Please apply via our website this week at http://www.pbchbs.com/company/careers/

While we thank all applicants for their interest, only short-listed candidates will be contacted.

Diversity, Equity, and Inclusion PBC is an Indigenous Works employer of choice, an Insurance Business Canada Diversity, Equity, and Inclusion award winner, one of Canada’s 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 careers@pac.bluecross.ca . These accommodation requests will be reviewed confidentially and, on a case-by-case basis by Human Resources.