MANAGER 311 OPERATIONS

City of Toronto•Toronto, ON

7d•Onsite

About The Position

Join an exciting team undergoing a major transformation. We’re looking for an innovative manager to lead digital transformation and change management initiatives while driving improvements across our contact center operations.

Requirements

Post-secondary education in a discipline pertinent to the job function or equivalent combination of education and management experience.
Extensive experience managing operations in high volume, multi-channel unionized contact-center, service delivery or public sector environment.
Experience with CRMS systems, workforce management tool sand performance analytics
Extensive experience leading, motivating, and managing teams in a fast‑paced customer service environment, preferably unionized.
Strong experience developing and implementing quality management frameworks, including performance scorecards and staff training programs.
Proven experience in policy and program development and implementation.
Advanced understanding of contact centre operations, including scheduling, standards, and customer service policies
Ability to lead and implement proactive change to improve business processes, policies, and operational effectiveness.
Demonstrated leadership grounded in accountability, adaptability, continuous improvement, customer focus, teamwork, equity and inclusion, and strong relationship‑building and political acuity.
Strong interpersonal, analytical, and conflict‑resolution skills, with the ability to communicate effectively at all organizational levels and across divisions.
Working knowledge of applicable legislation, including the Occupational Health and Safety Act, collective agreements, and employment legislation.

Responsibilities

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.
Lead enterprise change management initiatives by developing and executing structured change strategies, communication plans, and stakeholder engagement models to drive adoption and minimize disruption.
Drive digital and operational transformation across the contact center, identifying opportunities to improve customer experience, efficiency, and scalability through new technologies and process redesign.
Champion innovation by fostering a culture of continuous improvement, encouraging new ideas, piloting emerging tools, and implementing best-in-class contact center solutions.
Partner with cross-functional teams (IT, Operations, HR, Vendors, Leadership) to align transformation initiatives with business goals and ensure successful delivery.
Monitors and manages KPI’s such as: Service level (SL) and response time, Average handle time (AHT) within agreed operational thresholds, Quality assurance outcomes, First contact resolution, Customer Satisfaction and compliant trends.
Use performance data to: Identify operational risks and improvement opportunities, Support coaching, recognition and corrective actions processes, Inform decision-making related to staffing, training and process improvements.
Provides strategic direction on the future of 311 as it pertains to the division and across the corporation (e.g Business Intelligence, performance metrics, increased accountability).
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