311 Contact Centre Manager

at  City of Winnipeg

The 311 Contact Centre Manager leads the City of Winnipeg’s 311 service. This role will provide guidance on 311 operations to meet the needs of residents and City departments. The 311 Contact Centre Manager reports to the Director of Customer Service & Communications.

The position has four major functions:

• setting and monitoring strategic direction for 311,
• overseeing daily operations of all services provided by 311,
• monitoring and reporting on service levels within the 311 Contact Centre,
• and monitoring and reporting on service level agreements with City departments

As the 311 Contact Centre Manager, you will:

• Manage and direct all aspects of 311 services
• Develop and put in place strategic plans to guide and direct 311 operations.
• Assist in developing policies and procedures to guide the Centre’s operation and services.
• Measure activity and operations of 311 services to track trends and make improvements.
• Write correspondence and reports to provide information, advice, and recommendations to the Director.
• Prepare and monitor of the Centre’s annual budget.
• Review 311 structure, responsibilities, and duties of supervisory employees. Provide direction and guidance in support of their respective roles.
• Respond to inquiries from the Mayor and Councillors
• Assist in resolving complex 311 requests
• Stay up to date on emerging technology, and make recommendations for changes and/or upgrades as necessary

YOUR EDUCATION AND QUALIFICATIONS INCLUDE:

1. Degree in Business Administration or Public Administration or an equivalent combination of education, training, and experience.
2. Six (6) years of progressive experience in a contact center combined with strong leadership abilities with two (2) years’ experience supervising staff working in a unionized environment including performance management activities, building capacity, promoting continuous learning, and development skills.
3. Experience in customer service fundamentals and customer access technology including reviewing data/trends, implementing and enhancing customer experience.
4. Experience working with budgets, including preparing and reviewing departmental operating and capital budget in line with organizational direction and guidelines
5. Experience initiating, planning, designing, and ensuring efficient and effective project and policy implementation including chain management at a senior level.
6. Strong written communication skills.
7. Strong verbal communication skills with public speaking experience preferred.
8. Strong interpersonal skills with the ability to maintain effective working relationships with staff at all levels, elected officials, and the general public.
9. Proficiency using software systems including but not limited to Microsoft Office (Word, Excel, Outlook, Teams) and Customer Contact applications.
10. Strong problem-solving skills with the ability to interpret, research, and analyze problems using a variety of interpersonal skills including initiative, creativity, organizational and self-directed
11. Ability to handle confidential information and to exercise the utmost discretion in providing information to others

12. Ability to work independently and exercise appropriate judgment in managing workflows and priorities to ensure required deadlines are met, while often working under stressful conditions and tight timelines with minimal direction

13. Commitment to teamwork and willing to work with coworkers and staff to ensure effective and efficient performance of tasks

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://canalliance.org/en/ at application.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://canalliance.org/en/ at application