Manager 311 Operations Jobs

• Salary: $122,000.00 - $158,105.00, TM1567 and wage grade 8
• Job Type & Duration: Full-time, Permanent
• Number of Positions Open: 1
• Posting Period: 16-AUG-2023 to 30-AUG-2023
• Shift Information: Monday to Friday, 35 hours per week per week
• Job Category: Customer Service
• Job ID: 39427
• Affiliation: Non-Union
• Work Location: METRO HALL, 55 John Street
• Division & Section: Customer Experience, 311 Toronto

Major Responsibilities:

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

• Analyzes scheduling needs on a weekly basis to enusre adepquate phone coverage and compares weekly schedules to workforce managemetn recommendations for accurate implementation
• Provides strategic direction on the future of 311 as it pertains to the division and across the corporation
• Leads monthly meetings with core service stakeholders to provide assistance and if necessary, mediate conflicts
• Develops performance measurement standards and best practices for staff, track performance by using established quality and efficiency measures for customer service functions
• 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
• Achieves operatonal objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change
• Represents the 311 Division in cross-divisional initiatives and collaborates effectively with external service partners as required
• Participates in the analysis, evalutation and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.
• Ensures that employees are provided with and use the appropriate equipment/material/procedures required to perform the assigned duties
• Managers, 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
• Assists the Director as required, acting on behalf of and in his/her absence
• Ensures compliance with all provisions of collective agreements and divisional regulations
• Oversees the 311 customer service management team values and structure to promote a positive work environment to maximize productivity
• Responds to escalations/issues and monitors operational progress outside of the regular business hours (evenings and weekends)
• 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.
• Responsible for the establishment and achievement of 311 operational goals and objectives to align with the City of Toronto’s initiatives and growth plans
• Develops and maintains 311 industry specific knowledge of best practices, technologies and emerging issues and trends
• Interacts with all levels of the City and Members of Council, responding to questions/escalations on specific programs, policy and procedural questions
• In conjunction with the Director and Management Team, develop policies and procedures to expedite response and resolution to public enquiries and service requests
• Supervises the day-to-day operation of all assigned staff including the scheduling, assiging and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops and coaches the 311 customer service management team to further enhance effective leadership for continued growth and improvement
• Provides effective coordination and organization of all 311 divisional operations by promoting a “one stop inquiry” concept for all 311 service channels
• Organizes and coordinates the community outreach program
• Liaise with Information Technology staff and consultants to ensure optimum system efficiency to support the customer service functions on a 24/7 basis

Key Qualifications:

1. Post-secondary education in a discipline pertinent to the job function or equivalent combination of education and management experience.
2. 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.
3. Extensive experience leading, motivating and managing staff in a fast paced, unionized customer service environment as demonstrated by past successes.
4. Considerable experience with developing and implementing quality management processes using score cards and delivery of staff development training programs.
5. Experience with policy and program development and implementation.
6. Thorough understanding of contact centre operations including scheduling, terminology and industry best practices and standards.
7. 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.
8. Effective leader and decision maker, with advanced innovation, results orientation, fiscal accountability skills, and the abitlity to foster teamwork and create an environment which provides the capacity for excellence.
9. Ability to facilitate operational improvements to achieve desired results within critical time frames.
10. Thorough knowledge of customer service issues and policies.
11. Highly developed human relations skills, analytical and confliect resolution skills, with the ability to communicate both orally and in writing at all levels of the organization, including the political level and cross-divisional collaboration.
12. Working knowledge of governmental legislation in the areas of Occupational Health & Safety Act and regulations, collective agreements, and employment legislation.

Notes:

• Applicants are required to demonstrate in their resume that their qualifications match those specified in the job posting.

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.