Manager Contact Quality Services (12 conseqüent temporary)Apply for theManager Contact Quality Services (12 month temporary)role atWorkplace Safety and Insurance Board (WSIB)About The Workplace Safety and Insurance Board (WSIB)We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage‑loss perks, medical coverage and support to help people get back to work. Funded by businesses, we also provide no‑fault collective liability insurance and access to industry‑specific health and safety information. We are one of the largest insurance organisations in North America covering over five million people in more than 300,000 workplaces across Ontario.Benefits and OpportunitiesExplore many career paths and follow your passionContinuously learn and grow professionallyBe recognised for the great work you doParticipate in programmes that support your health and wellbeingCompetitive salary and eligibility for health and dental planSalary GradeN08: $100,101.59 – $125,127.00Position TypeThis is a 12 month temporary opportunity.Job SummaryThe Manager of Contact Centre Quality will lead a team responsible for the enterprise‑wide Contact Quality Program, focused on the delivery and continuous improvement of our multi‑channel contact quality program, supporting phone, digital, and two‑way messaging platforms. This role will }),Beyond performing exec‑level reviews on customer feedback and market research, you will facilitate calibration sessions with senior management to monitor and improve the customer journey. The role focuses on improving customer experience across the Operations, Service Excellence, and Employer Accounts clusters.Lead and manage the Contact Quality Program across all channels (phone, digital, two‑way messaging) to support enterprise‑wide leadership.Support Operations, Service Excellence, Employer Account Clusters,



and other customer‑facing business areas in achieving service and business objectives.Partner with the Assistant Director Operations Quality Assurance & Advisory Management to plan, deliver, and implement quality initiatives and branch objectives.Act as the organization’s expert resource on omni‑channel contact centre quality, providing project leadership 크게르와 regular reporting on key performance indicators.Stakeholder Engagement And Relationship ManagementDevelop and maintain strong relationships internally (Employer Services, Operations, Service Excellence, Customer Experience and Digital Division).Lead change management efforts and stakeholder communications for new program and process initiatives.Business Consultation And Executive SupportProvide business consultation and workshops to executive leaders on customer service improvement opportunities.Develop performance measurement frameworks and present findings and recommendations to executive leadership.Continuous Improvement And AnalysisEnsure risk management, quality management, and continuous improvement systems are in place to analyze effectiveness and cost benefit.Conduct regular business analysis using call recordings, market research,



and customer complaints to identify service improvement opportunities.Create and maintain a centre of expertise for customer service excellence by gathering and sharing industry best practices.Organizational Collaboration And AlignmentCollaborate across the organization to ensure customer service excellence initiatives are aligned with strategic goals.Job Requirements6–10 years in contact centre management, piensa business analytics, program or project management, management consulting/client services, or strategy/business transformation.Strong planning, organizational, and negotiation skills.Excellent verbal and written communication skills with the ability to interact at templating all organizational levels.Advanced conceptual and analytical skills, including data interpretation and business insight extraction.Experience with problem‑solving frameworks and Six Sigma methodologies is an asset.Skilled in workshop facilitation, insight gathering, coaching, and mentoring.University degree or equivalent combination of knowledge and experience.Seniority levelMid‑Senior levelEmployment typeFull‑timeJob functionOtherWork environmentRequires an in‑office work arrangement up to 5 days per week beginning in 2026.Equality, Diversity and InclusionWe respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact [email protected] of InterestEmployees must disclose any circumstances that could result in a real, potential or perceived conflict of interest. For inquiries, contact [email protected] collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. This information is used solely for the recruitment process. For more information, contact [email protected] your application by the closing date. For more details, please apply through our career portal.#J-18808-Ljbffr

📌 Manager Contact Quality Services (12 Month Temporary) - C$100,101 - C$125,127 A Year (Toronto)
🏢 Workplace Safety and Insurance Board
📍 Toronto