Job Description:
JOB TITLE: Senior Manager, Service Brampton
DEPARTMENT: Corporate Support Services

EDUCATION:

• Post-secondary degree or diploma (2 plus years) in Business Administration, Marketing or Communications or similar, or equivalent in work experience.

EXPERIENCE:

• 7 years call centre operations experience
• 5 years managerial experience in a multi-channel customer service/contact centre environment; public sector and unionized environment an
• Thorough knowledge and hands-on experience in contact centre operations and work force management methodologies, best practices and technologies.
• Solid experience in staff planning, forecasting, scheduling, solving problems and leading change in a unionized customer service environment.

OTHER SKILLS AND ASSETS:

• Excellent English verbal and written communication skills Well-developed employee and public relations skills
• Proven ability to analyse, develop and produce reports from existing systems to make operational decisions and recommendations to senior leaders.
• Able to work flexible hours and be on-call, in a 24/7 call centre environment
  **Various tests and/or exams may be administered as part of the selection criteria.
  

  LI-Hybrid

Interview: Our recruitment process may be completed with video conference technology.
As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.
If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106873 by July 30, 2025 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.
As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.
Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.
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Please refer the Job description for details