Manager, Service Durham Jobs

THE REGIONAL MUNICIPALITY OF DURHAM

Manager, Service Durham (Regular Full-Time)

Reporting to the Director, Service Durham, the Manager is a key contributor to the management team responsible for the strategic leadership and operational management of Durham Region’s Customer Experience delivered through the centralized division of Service Durham.

The incumbent will:

- Support the development of and execute Regional customer service strategy that aligns with the Region's Vision, Mission, and Strategic Goals

- Lead the contact center management team of supervisors, assistant supervisors, and customer service representatives

- Leverage data analytics and customer feedback to identify and understand trends, anticipate customer needs, and continuously improve the omni-channel experience

- Actively monitor and adapt to changes across all customer service channels, ensuring swift response and resolution to maximize customer satisfaction

- Develop a customer channel plan for the Region based on customer feedback, Regional goals, and changing customer expectations. Identify new service channels and programs that can be offered to the residents of the Region

- Define performance management policies for the division. Track performance against KPIs, analyze operational data to identify trends and insights, and report on performance to Director and senior leadership

- Monitor the performance of various digital channels, analyzing data to understand trends and generate insights. Report on these insights to the Director to inform future strategy and decisions.

- Define the tools and methodologies to be used by workforce management division to accurately forecast, build capacity, and schedule staff in a multi-channel environment

- Collaborate with 28 business units to understand the change in their program and service offering and how that may impact 311 capacities. Translate the information into a workforce plan to be used for forecasting and capacity planning

- Deploy and enforce the Regional knowledge management policy for effective knowledge management leading to consistent customer service

- Actively participate in recruitment and selection, training, and development, the annual performance managment process, promotion / lateral development and cross-training opportunities and progressive discipline

- Foster and nurture an inclusive, integrated, and cohesive work environment promoting a culture of trust, excellence, and teamwork

The successful applicant will possess:

- A degree in Business Administration, Public Administration, or a related discipline

- Extensive of customer service experience with several years in a supervisory or management role

- Contact Center management experience

- Knowledge of various digital communication platforms and Customer Relationship Management (CRM) system

- Experience in customer journey mapping and a deep understanding of the customer lifecycle across multiple channels and touchpoints

- Comprehensive working knowledge and understanding of customer service and contact center metrics. These include quantitative and efficiency metrics like Service Level, Average speed of answer and Abandonment rate. The qualitative metrics include Service Quality, First Contact Resolution and Customer Satisfaction (CSAT).

- Comprehensive understanding of customer service and contact center processes and methodologies. These include Workforce Management (Forecasting and Scheduling), Quality assurance management, Training and Knowledge management, Digital Channel management.

- A strong commitment to customer service excellence and understanding of how to deliver a seamless customer experience across various channels

- Excellent interpersonal skills and decision-making skills exercising tact, professionalism, and sound judgement; demonstrated ability to maintain confidentiality and manage confidential information effectively and appropriately

- Public sector work experience and/or A Diploma in Municipal/Public Administration would be an asset

Salary: $125,846 to $157,308 per annum

External Application Process

Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank all applicants; however, only those being considered will be contacted. Please apply online https://bit.ly/3OummYC no later than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: [email protected] and a Recruiter will provide appropriate assistance pursuant to the Region's Accommodation and Accessibility policies. Please note that resumes should not be sent to [email protected].

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