JOB SUMMARY

MiWay is seeking an inspiring team-oriented Customer Service leader skilled in championing strategic customer priorities, achieving customer service objectives, and implementing programs to improve the customer experience.
MiWay is modernizing its approach to delivering enviable customer experiences and integrating new processes and technologies. This role is integral in leading the customer service team to deliver high quality customer service interactions on a day-to-day basis, as well as preparing the team for the future of rapid transit integration.
The successful candidate will demonstrate excellent communication and collaboration skills, a high degree of emotional intelligence, innovative spirit and passion for delivering service excellence.

SKILLS AND QUALIFICATIONS

• University degree in Business Administration, User Experience Design, Marketing and Communications or a related discipline.
• 5 to 7 years experience leading teams with a solid customer focus and demonstrated ability to inspire, empower, develop, and performance manage employees. Experience managing multi-channel contact centre with greater than 10 agents is an asset
• 5 to 7 years of experience leading modernization projects that demonstrate a strong sense of initiative and the ability to multi-task in a dynamic work environment
• Experience managing staff in a unionized environment and expertise in the area of labour relations and collective agreement administration is preferred
• Comprehensive knowledge of human rights and employment legislation including but not limited to Ontario Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act
• A self-starter and a team player with excellent communication and interpersonal skills who encourages and supports teamwork, collaboration, and recognition
• Excellent customer service skills and the ability to conduct oneself with tact and diplomacy within a political environment along with an understanding of equity, diversity, inclusion and cultural competency
• Strong understanding of technology around customer relationship management, workflow management, customer satisfaction metrics and data management
• Must have the ability to travel and to work flexible hours including weekends, early mornings and evenings as required
• Experience with change management is an asset
  Hourly Rate/Salary: $ 49.16 - $ 65.54
  Hours of Work:
  Work Location: Semenyk Court
  Department/Division/Section: T&W/Transportation&Works Dept , T&W/Mississauga Transit , MT Business Development
  Non-Union/Union: Non Union
  We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.
  All personal information is collected under the authority of the Municipal Act.

Reporting to the Manager, Customer Experience & Innovation, this position is responsible for strategically positioning the Customer Service Team to deliver efficient, high-quality, and seamless customer service across the phone, web, in-person and digital channels. A high degree of coordination and collaboration with various stakeholders is essential for success.