Job Category: Customer Service
Division & Section: Customer Experience, CX Channel Operations
Work Location: METRO HALL, 55 John St, Toronto, M5V 3C6
Job Type & Duration: Permanent, Full-Time
Salary: $93,734.00 - $123,449.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 30-Jul-2024 to 14-Aug-2024
Job Summary:
The Supervisor, 3-1-1 Contact Centre will be responsible for advancing the Contact Centre in management and coordination of all contact centre staff supporting the functional areas which will include inquiries and services request.
Major Responsibilities:
- Implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Plans, directs and supervises day-to-day operations of the 311 Division with the 311 Operations managers to ensure optimum customer service by providing leadership, guidance and support to staff.
- Assigns and controls administrative functions for handling inquiries, complaints and requests for services.
- Monitors the inquiry/service request volumes and performance on all 311 service channels and schedules staff accordingly for optimum support.
- Provides supervision, training, motivation and direction ensuring effective teamwork, high standards of work quality and organizational performance in a supportive, continuous learning environment.
- Monitors performance and provides development opportunities for staff.
- Responds to inquiries escalated beyond the scope of customer service staff.
- Coordinates actively with operating divisions regarding proposed program changes and recommends proactive strategies to increase effectiveness and to support more efficient customer service procedures.
- Ensures timely preparation of reports as required.
- Handles effectively day to day labour relations issues and complies with the requirements of the attendance management program.
- Participates as a member of the management team to provide leadership, goal setting and proactive problem solving.
- Makes recommendations to assist the 311 Operations Managers in effective planning and service delivery.
- Responds to information/action requests from City Councillors, senior staff and executive management team.
- Provides ongoing coaching to employees to ensure compliance with established service standards and accepted practices.
- Monitors allocated budget and compiles status reports as required.
- Participates, in consultation with the 311 Operations Managers, in the ongoing development and implementation of the customer service policies and procedures to ensure the continued provision of efficient service delivery.
- Anticipates fluctuations in inquiry/service request volumes and adjusts service delivery levels and mechanisms to ensure optimum use of resources.
- Assists the 311 management team in the development and refinement of emergency policies and procedures: to support timely implementations of 311 related activities for the City's Emergency plan; to coordinate program activities in partnership with other divisions also executing emergency measures; and to support ongoing business continuity activities.
- Keeps informed on corporate initiatives and divisional activities within the City.
- Ensures that employees are provided with and use the appropriate equipment/material/procedures required to perform the assigned duties.
- Ensures that employees perform work in accordance with City and Divisional policies and applicable legislation.
- Ensures compliance with all provisions of applicable collective agreements, legislation and divisional regulations.
- Implements detailed plans and recommends policies and procedures related to 311 specific requirements.
Key Qualifications:
- Post-secondary education in a related discipline (Public Administration, Business Administration or other general program focusing on administration or people management),
- Considerable experience with supervisory/management training and development.
- Considerable experience working in a fast paced call/contact centre environment, including experience coaching, mentoring, training and developing others in quality assurance standards.
- Ability to act in a leadership role in a customer service function, promoting and fostering teamwork with the ability to embrace and manage change in-line with the mission and priorities of the division.
- Knowledge in the development and delivery of staff training and developmental programs.
- Effective decision making ability that promotes and fosters teamwork and the ability to embrace and manage change in line with the mission and priorities of the division.
- Highly developed interpersonal skills with the ability to establish effective working relationships and to interact effectively with divisional and corporate staff, outside agencies, politicians, other levels of government and members of the public.
- Superior analytical, problem solving, time management, conflict resolution and decision making skills.
- Strong verbal and written communication skills with ability to produce effective reports and various written correspondence at the supervisory level.
- Knowledge and ability in policy and/or program development and implementation.
- Thorough understanding of contact centre operations including: scheduling, telephony systems, terminology and industry best practices.
- Ability to identify, assess and troubleshoot basic telephony and related contact centre hardware and software issues.
- Knowledge of computerized workforce management systems.
- Knowledge of governmental legislation in the areas of health and safety, labour, employment and human resources, AODA, contractual obligations and related corporate policies.
- Ability to demonstrate professionalism and a positive leadership approach.
- Demonstrated ability to promote effective teamwork and to create a team environment.
- Must be flexible to work rotating shifts within all call centre hours in a 24/7 environment.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.