James Stapley Email and Phone Number

We provide strategic leadership to serve our employee, client, and customer needs, in balance with achieving MAXIMUS’s business goals and profitability. This balance is achieved by collaborating with the Director of Operations to lead and direct the operations within the Service BC Contact Centre operations. Key Responsibilities Include:• Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans & reviews.• Deliver against Service Standards and key performance indicators: TSF, Schedule Adherence, Conformance, Average Handle Time, CSAT, Transfers.• Identify and research service level risks for problem resolution and management notification. Oversee escalation plan when service levels are negatively impacted.• Engage and support contact center culture and recognition of initiatives. • Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business.• Produce and develop accurate reporting to measure and define key performance indicators (KPIs).• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision-making for the business.• Strong negotiation and objection handling skills• CSAT through Operational and Site performance• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale• Ensure all Company policies and procedures are followed within the site• Ensure Compliance with all Internal and Client Operational Procedures and Requirements• Collaborate with business leaders to design solutions that meet evolving company objectives and engage employees and internal stakeholders to achieve peak work performance, so that financial forecasts and service level requirements are met.

• Recognized by the Executive for having successfully managed the onboarding of 28 new agents for a special project from the MoH Health Career Access Program (HCAP), ensuring the delivery of this interim program, exceeding our client expectations surrounding ASA, SLR and liaising with internal and external stakeholders to ensure smooth and productive delivery of the program• By focusing on positive employee engagement, continuous improvement adhering to, and applying my in-depth knowledge of the collective agreement and, leading with a focus on achieving client goals and objectives, I turned my team from the lower end to the consistently top-performing team within 6 months. This focus and achievement was maintained throughout the transition to a teleworking environment• Created process changes to transition quickly from an in-office work environment to a teleworking environment such as digital requests for letters, building on the digital call-back requests for systems issues, implementing email templates for common tasks for improved usability and efficiency for agents and Supervisors• Excellent communication skills demonstrated by regular and timely touch bases and feedback to my team, lead inter-departmental meetings adopting a transparent approach to review department performance and to share best practice • Recreated the formatting of reports that were more suitable to different levels of AHT and ASA requirements while still being citizen-centric and remained focused on customer satisfaction• Ensured that the department and team were citizen-centric and maintained a focus on customer satisfaction• Act as a SME and point of contact for team members and peers on all issues relating to the BCGEU collective agreement.

• Lead the workforce in order to meet SLR’s and SLO’s, enhance employee engagement and performance, communicate and execute business goals, all within a high performance culture• Assign workflow and oversee departmental activities for effective utilization of resources and systems• Identify opportunities for improvement and work with the Continuous Improvement agents to lead change• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives• Play a key role in change management by encouraging innovation and creativity• Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities• Ensure compliance with daily/weekly/monthly workflow schedules (see Workflow Streams Per Department).• Investigate and resolve employee/client escalations regarding business policies or procedures.• Report system failures immediately and, when appropriate, temporarily change processes to ensure SLR’s are met.• Review policies and procedure documents and make recommendations for updates due to procedure or policy changes.• Initiate and act on ideas, and generate solutions that benefit your team, department, and company. (i.e., analyze and resolve root causes of performance inhibitors, recommend resource changes, recommend process changes)• Communicate verbally and in writing clearly and concisely, with an appropriate tone and message.• Escalate resource, workforce or process concerns to managers, HR, and colleagues in a timely manner.• Chair team and committee meetings to inform, and to convey a clear, consistent, and compelling message that links employees to the company’s business goals and to a positive, quality-driven workplace culture• Collaborate with clients, clients’ affiliates and Maximus stakeholders to recommend changes to business policies and processes.

• Acted as a Union Steward actively participating in Article 30 Meetings, providing for an open dialogue between the Union and the business to achieve resolutions and agreement.• Developed and created the Contact Centre Team Lead Role from the ground up, developing processes, duties, reporting systems as well as taking on the Contact Centre website updates and organization.• Monitored and provided knowledge to team members to maintain a high level of competence and customer service to meet SLR’s and SLO’s and enhancing employee engagement• Managed the workflow between incoming calls, support functions and, special projects such as re-developing the transfer matrix, creating and implementing a new and more efficient call-back process, and assisting the Learning and Development team in producing a specific certification for level 3 CSR training• Provided technical guidance, training and, development for level 1, 2, and 3 Customer Service Representatives• Presented recommendations and developed more streamlined processes with greater ease of access for both our department as well as Document Processing

• Assign workflow and oversee department activities to ensure the effective utilization of resources and systems while meeting Service Level targets and department Key Performance Indicators• Provide coaching, mentoring and leadership to staff surrounding policy, escalations, and workflow and develop workflow efficiencies to best utilize company resources• Answer and complete public and MLA calls ensuring client expectations are met while providing excellent customer service and exercising call control and customer situational judgement• Ensuring that client appeals are processed and forwarded to the appropriate departments in a timely manner• Using specialized databases and records management software, process documents provided by the public ensuring to meet our Service Level Requirements (SLRs), provide excellent customer service and ensure accuracy and adherence to current policy and procedures• Maintain extensive contact with clients and other agency officials through correspondence or phones to ensure that inquiries and information is provided in a timely and efficient manner• Self-manage my interactions with callers, clients, and colleagues in a respectful, collaborative and professional manner while contributing to a harmonious and productive work environment.• Successfully processed documents, answered and completed public and 3rd party calls to meet our SLOs and provided excellent customer service while complying with legislated policies and work procedures accurately

• Successfully executed the position requirements in accordance with legislative requirements and company policy and procedures, while providing exemplary customer service and meeting SLOs

• Managed my interactions with callers, clients and colleagues professionally contributing to a harmonious and productive work environment• Completed public and provider calls utilizing call control and customer situational judgment in order to provide customer service excellence

• Successfully processed documents submitted by public and 3rd parties and met SLR’s and provided excellent customer service• Adherence to work commitment and daily schedule and surpassed business goals efficiently and reliably

• Assisted Unit Manager in achieving overall objectives in creating superior customer service• Processed schedule adherence and attendance for business unit• Managed time-sheets and work performance and assigned daily workflows• Orientated new hires to their position and the company and reviewing company expectations• Provided ongoing performance reviews and action plans for improving employee performance

• Coordinated and monitored schedules for assigned work unit to establish goals and objectives• Communicated changes and improvements to management regarding work unit policies and issues that could enhance productivity• Successfully managed daily workflow, coordination of appointments, services and programs• Prepared informational reports to provide accurate and varied information• Processed requests from both internal and external stakeholders to provide timely delivery of services to meet contractual obligations

• Responsible for the accurate scheduling of 65 employees• Maintained professional relations with all client contacts ensuring high customer service satisfaction• Mentored, coached and trained staff, prepared reports when and as required; answered calls from the pubic and other agencies• Ensured programs and services were effectively and efficiently delivered to public and private stakeholders • Assisted with employee reviews and training of new staff• Successfully implemented a new software program by acting as liaison between management, staff and software developers; developed training materials on the use of new software and developed and created the policy and procedure manual for use by office staff• Provided leadership, direction and support to staff to ensure client’s needs were met and exceeded