Employment Type: Full-time Temp Contract 6+Mos
City: Calgary, AB (YYC)
Posting Open Date: 08/19/2024
Posting Close Date: 08/23/2024 (Please note the posting will close at
9:59 pm MST)
Please note:
This position is a hybrid opportunity. 50% (or more) of the role will be required to be completed out of the Calgary office. Must live within a 1-hour distance from the Calgary Campus.
Overview of role:
This position reports into the Sr. Manager, Contact Centre Programs and works with various levels of leadership and teams across the organization to support projects and initiatives for the various Contact Centre teams. The successful candidate will ensure seamless communication and adherence to standards across our organization. Your responsibilities will include developing and implementing communication strategies, collaborating with internal stakeholders, and ensuring compliance with regulatory requirements.
The role will be responsible for implementing project-based, organizational change with success characterized by improved cost-to-serve and improved guest and employee satisfaction. The initiatives this role will lead brings together enhancements in our service offerings through people, process and technology changes.
Job Description:
- Communication Strategy Development: Develop and implement effective communication strategies using various methods such as emails, meetings, job aids, and SharePoint pages. Ensure alignment with organizational goals and timelines.
- Stakeholder Collaboration: Work closely with internal business units and stakeholders to validate information and create comprehensive communication and change management plans. Ensure clear messaging and alignment across projects and initiatives.
- Internal Communication: Develop strategies to support the company's strategic plan and facilitate two-way communication with employees. Measure and benchmark the effectiveness of communication vehicles and strategies.
- Standards and Procedures Development: Develop and maintain standards and procedures in compliance with regulatory requirements and industry best practices. Analyze existing standards for accuracy and applicability, making necessary changes.
- Documentation: Write, format, edit, and review procedural documentation. Align standards between departments and communicate changes effectively to stakeholders.
- Cross-functional Collaboration: Collaborate with other departments on cross-functional projects and initiatives, including regulatory and strategic programs. Provide subject matter expertise and represent the interests of the Contact Centre.
- Training Support: Provide procedural documentation to Learning and Development and assist with training program validation when necessary. Seek input from frontline personnel and leadership to ensure clarity of standards and procedures.
- Document Design: Design and develop operational documents such as forms, checklists, and templates. Research and develop standards for different contact centre policies and procedures.
- Application Communication: Work with the IT, Digital, and Project team to communicate key enhancements and new releases, gathering feedback from users to identify issues and enhancements.
Qualifications
- 1-3 years experience in a communications centric role or equivalent, with demonstrated writing skills.
- Diploma or degree in communications, marketing, public relations or related field is an asset
- 3-6 years of Contact Centre experience to provide subject matter expertise.
- Experience mapping processes with a variety of tools, such as Visio.
- Ability to identify stakeholders, understand their processes and document them independently.
- Intermediate experience with Microsoft Office Suite and other technology (Word, Excel, PowerPoint, Visio, Outlook, Teams, Sharepoint).
- Excellent written and oral communication skills, listening, comprehension & interpersonal skills.
- Positive attitude: proven ability to handle the stress of unexpected challenges, ability to exhibit flexibility & adaptability to changing environments.
- Proven ability to work with minimal supervision.
- Ability to provide support to a team and individual leaders with a customer service mentality.
- Ability to prioritize multiple concurrent tasks with minimal direction and a high degree of accuracy/quality.
- Demonstrated ability to problem solve in a fast-paced environment and take accountability to identify, recommend and drive solutions.
- Strong technical writing skills.
- Outside the box thinking mentality and possessing the ability to take a proactive approach
If you have a strong background in communication, standards development, and cross-functional collaboration, we'd like to hear from you!
The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:
- A fun and friendly culture with colleagues who work together to win
- Travel privileges for you and your family, effective from your start date
- Savings and Benefit programs that are flexible to meet your specific needs
Think we are a fit? Apply now!
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