Job ID: 55397
Job Category: Customer Service
Division & Section: Customer Experience, CX Channel Operations
Work Location: METRO HALL, 55 John Street, Toronto
Job Type & Duration: Full-time, 1 Temporary (12 months) Vacancy
Salary: $123,833.00 – $170,184.00, TM1567 & Wage Grade 8
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 02-JUN-2025 to 06-JUN-2025

KEY QUALIFICATIONS:

• Post-secondary education in a discipline pertinent to the job function or equivalent combination of education and management experience.
• Experience with contact centre related systems (including telephony, customer relationship management, quality management and performance metrics including but not limited to Cisco, Verint, and Salesforce) and preparing related reports.
• Extensive experience leading, motivating and managing staff in a fast-paced customer service environment, preferably in a unionized setting.
• Considerable experience with developing and implementing quality management processes using score cards and delivery of staff development training programs.
• Experience with policy and program development and implementation.
• Advanced knowledge of contact centre operations (e.g., scheduling, terminology and industry best practices and standards) and customer service issues and policies.
• Ability to effectively initiate, lead, and implement proactive and progressive change in order to redesign business processes, policies and procedures and to facilitate operation improvements.
• Effective leadership demonstrated through the foundational and leadership competencies including, accountability, adaptability and change, continuous improvement and innovation, customer focus, teamwork, equity and inclusion, and relationship building and political acuity.
• Highly developed human relations skills, analytical and conflict resolution skills, with the ability to communicate at all levels of the organization, including the political level and cross-divisional collaboration.
• Working knowledge of governmental legislation in the areas of Occupational Health & Safety Act and regulations, collective agreements, and employment legislation.

Reporting to the Director Channel Operations, the Manager 311 Operations:

• Provides effective management and organization of all 311 divisional operations by ensuring an excellent customer experience for all 311 service channels
• Manages, motivates and trains the unit’s 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 to optimize operations and provide value for money. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Analyzes scheduling needs on a weekly basis to ensure adequate phone coverage and compares weekly schedules to workforce management recommendations for accurate implementation
• Works in collaboration with staff across the division and with external partners and contributes to the analysis, evaluation, implementation and continuous improvement of processes, systems and tools used for workforce planning, monitoring and forecasting.
• Provides leadership by providing operational input into organizational priorities including, contributing as an active member of CXD and stakeholder projects/initiatives.
• Proactively ensures ongoing customer service continuous improvement and service modernization through operational analysis, development, implementation and monitoring of action plans.
• Provides input into draft reports and develops presentations, and other material as needed to communication Channel Operations activities and progress, and support change management efforts.
• Develops performance measurement standards and best practices for staff, track performance by using established quality and efficiency measures for customer service functions
• Leads monthly meetings with core service stakeholders to provide assistance and if necessary, mediate conflicts
• Interacts with all levels of the City and Members of Council, responding to questions/escalations on specific programs, policy and procedural questions
• Organizes and coordinates the community outreach program
• Responds to escalations/issues and monitors operational progress outside of the regular business hours (evenings and weekends)
• Ensures that all employees perform work in accordance with City and divisional policies and the Occupational Health and Safety Act, and ensuring that appropriate action is recommended for those employees who do not work in compliance with the Act
• In conjunction with the Director and Management Team, develop policies and procedures to expedite response and resolution to public enquiries and service requests
• Liaise with Information Technology staff and consultants to ensure optimum system efficiency to support the customer service functions on a 24/7 basis
• Responsible for the establishment and achievement of 311 operational goals and objectives to align with the City of Toronto’s strategic priorities.
• Ensures that employees are provided with and use the appropriate equipment/material/procedures required to perform the assigned duties
• Represents the 311 Division in cross-divisional initiatives and collaborates effectively with external service partners as required
• Develops and refines 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.
• Ensures compliance with all provisions of collective agreements and divisional regulations
• Assists the Director as required, acting on behalf of and in his/her absence