Manager, Corporate Contact Centre Operations

York Region; Richmond Hill; On-site; CAD 70,000 - 90,000; Full time

Job summary

A regional government organization in York Region seeks a Customer Experience Manager. In this role, you will lead a multi-channel customer service team, manage operations, and develop strategies to enhance customer satisfaction. The ideal candidate will have a University Degree, significant experience in call centres, and excellent interpersonal skills. This is a full-time position with a commitment to innovative service delivery.

Benefits

Defined Benefit Pension Program

Comprehensive employer-paid benefits plan

Inclusive and diverse workforce

Qualifications

• Minimum five years experience in a call centre environment.
• Two years of direct supervisory experience.
• Knowledge of relevant Legislation and Standards.

Responsibilities

• Lead a customer service team for multi-channel support.
• Manage daily contact centre operations and performance.
• Develop customer service strategies aligned with corporate goals.

Skills

English

Helpdesk

Asset Management

ABB

Data Mining

Control Engineering

Education

University Degree or approved equivalent

Tools

Knowledge Management systems

CRM systems

Call Recording systems

Workforce Management systems

Job description

Description

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full‑time employee and includes employer‑matched contributions.
• Employer of Choice - Recognized as the highest‑ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer‑paid benefits plan that includes extended health, dental and life insurance access to a 24 / 7 Employee and Family Assistance Program and corporate discounts and purchase plans for day‑to‑day products and services.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Director Customer Experience leads a multi‑channel customer service team to deliver high‑quality consistent service across phone, email, live chat and in‑person interactions. This role is responsible for developing and executing customer service strategies aligned with corporate goals, managing daily contact centre operations, preparing reports/presentations to support service delivery and driving continuous improvement through performance analysis and customer feedback. With a customer‑centric mindset the Manager continuously prioritizes and works to enhance customer satisfaction and overall experience for all York Region customers.

WHAT YOULL BE DOING

• Leads the delivery of high‑quality multi‑channel customer service (phone, in‑person, live chat, email) for York Region ensuring prompt, courteous and accurate support at the first point of contact.
• Applies change management strategies to guide teams through evolving technologies, service models and organizational priorities.
• Manages escalations and issues management ensuring timely effective solutions.
• Oversees Customer Relationship Management System for the Contact Centre including case management, performance monitoring and reporting, workforce optimization, knowledgebase and continuous improvements.
• Optimizes resource allocation and schedule development using forecasting techniques, workload management tools and appropriate technology; monitors and measures performance to ensure service levels are sustained. Works with digital transformation and technology teams to ensure that technologies and systems are functioning stable and current to ensure a high‑quality response, optimal system performance and reporting accuracy.
• Designs plans, evaluates and reports on customer service performance indicators and utilizes reporting tools to monitor performance and adherence to industry and Regional standards, policies and service levels; developing new reports and tools as required.
• Reviews and analyzes customer requirement and satisfaction studies; makes recommendations and implements process improvement initiatives.
• Helps develop and implement corporate‑wide Customer Experience Plan ensuring goals, expectations and feedback are properly tracked and measured.
• Prepares technology disaster recovery and contingency plans for various Contact Centre systems in conjunction with IT and technology staff.
• Communicates Contact Centre services and partners with departments to identify service delivery improvements, streamline processes and align with customer service best practices.
• Coordinates communication with Regional Departments to ensure that information on the internet, intranet and the call centre knowledge base is timely and accurate.
• Develops and manages ongoing training programs for Contact Centre staff collaborating with Regional departments to evaluate plan and forecast training needs that support operational readiness and service excellence.
• Assists the Director in preparing, recommending, monitoring and controlling the Branch budget; oversees the business unit annual budget, special project budgets and work plans.
• Continually monitors expenditures to ensure compliance to budget and the effective and efficient use of resources.

WHAT WERE LOOKING FOR

• Successful completion of a University Degree or approved equivalent combination of education and experience.
• Minimum five (5) years demonstrated experience in a call centre environment or service delivery and demonstrated minimum of two (2) years of direct supervisory experience.
• Demonstrated knowledge of relevant Legislation, Standards, Acts and Regulations.
• Knowledge of call centre technologies including Knowledge Management, CRM, Call Recording and Workforce Management systems, Queuing theory and Caller Behaviour theory.
• Ability to demonstrate the Region’s leadership and corporate core competencies.
• Supervisory and human resource management skills; knowledge of collective agreement administration and interpretation, labour relations principles and practices and relevant employment legislation.
• Excellent interpersonal skills and ability to connect with a range of internal and external partners while focusing on fostering collaborative work relationships.

Key Skills

• English
• Helpdesk
• Asset Management
• ABB
• Data Mining
• Control Engineering

Employment Type: Full Time

Experience: years

Vacancy: 1