Portfolio Manager, Contact Centre & Circulation Services (Under Review)

CityofOttawa • Ottawa, ON

8d • CA$95,128 - CA$120,309 • Onsite

About The Position

Ottawa Public Library (OPL) provides accessible, innovative library and information services throughout the city of Ottawa, that meet the unique needs of diverse communities, delivered through a range of approaches, including in-person, virtual, and mobile channels, and reflecting a citizen-centered approach.

You are responsible for the planning, implementation, management, and evaluation of client-focused service delivery through Ottawa Public Library’s contact Centre and circulation services. You lead the coordinated development and continuous improvement of service models, policies, procedures, and initiatives to ensure efficient, consistent, and responsive service aligned with the library’s strategic direction.

You provide operational leadership for contact center and circulation services by establishing and maintaining service standards, procedures and practices, and ensuring their consistent application. In addition, you oversee client account management and circulation functions, including the interpretation and communication of policies and procedures, and provide expertise, guidance, and training to staff to support a client-centred approach to service delivery.

You also manage the operational delivery of the portfolio, including budget development and monitoring, and the full range of human resources activities such as recruitment, performance management, and labor relations, as required and you contribute to divisional planning and policy development, and foster effective relationships with internal and external partners in support of organizational priorities.

Requirements

• Completion of 4 year university degree in business administration, public administration, public relations or a related field.
• Minimum of 5 years of related experience in progressively responsible management positions in a public service, preferably in a public library or municipal setting.
• Significant experience in or exposure to a customer service environment (e.g. call centre, client service centre, technical support centre, etc.).
• General knowledge of the OPL and City of Ottawa
• General knowledge of City of Ottawa and OPL corporate policies and procedures
• Sound knowledge of the mission, vision and values of the OPL
• General understanding of governance structures between the OPL and the City of Ottawa
• Knowledge of legislation, policies, regulations, guidelines and operational procedures relevant to the operational area, including the Public Libraries Act, the Municipal Freedom of Information and Protection of Privacy Act, Copyright Act and Accessibility for Ontarians with Disabilities Act, Reporting of Child Pornography Act
• Familiarity with and adherence to the principles of intellectual freedom.
• Thorough knowledge of customer service and public relations theories, techniques and practices
• Sound knowledge of call centre and/or customer centre practices and operations
• Knowledge of techniques in design thinking including customer journey mapping
• Knowledge of customer and web user experience design and delivery
• Supervisory experience and motivational techniques.
• Working knowledge of corporate human resource policies, practices and collective agreements related to managing in a unionized environment, including hiring, dismissal, performance management and the grievance procedure
• Knowledge of financial management practices and budget processes
• Sound knowledge of computer applications, including Customer Relationship Management Software (CRM), MS Office, SAP, Markview, and Project Management software
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures
• Understanding of the benefits of change and the principles, processes and responsibilities for managing organizational change.
• Designated Bilingual – specific level of language proficiency: French: oral, reading, writing English: oral, reading, writing

Nice To Haves

• Master's degree in Library and/or Information Sciences from an accredited institution, or Master's degree in Business Administration or Public Administration is desirable
• Completion of the Municipal Leadership Program is an asset

Responsibilities

• Planning, implementation, management, and evaluation of client-focused service delivery through Ottawa Public Library’s contact Centre and circulation services.
• Leading the coordinated development and continuous improvement of service models, policies, procedures, and initiatives to ensure efficient, consistent, and responsive service aligned with the library’s strategic direction.
• Providing operational leadership for contact center and circulation services by establishing and maintaining service standards, procedures and practices, and ensuring their consistent application.
• Overseeing client account management and circulation functions, including the interpretation and communication of policies and procedures.
• Providing expertise, guidance, and training to staff to support a client-centred approach to service delivery.
• Managing the operational delivery of the portfolio, including budget development and monitoring.
• Managing the full range of human resources activities such as recruitment, performance management, and labor relations.
• Contributing to divisional planning and policy development.
• Fostering effective relationships with internal and external partners in support of organizational priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager