DEPARTMENT: Community Services
POSTING NUMBER: 104870
NUMBER OF POSITIONS: 1
JOB STATUS & DURATION: Full Time Permanent
HOURS OF WORK: 35 hour workweek / shift work / variable hours
LOCATION: The City of Brampton has implemented a gradual reintegration of staff into the workplace. Beginning on April 4, 2022, onsite work location of two (2) days a week will commence. Beginning on July 4, 2022, this will increase to three (3) days a week. There will be continued opportunities for hybrid work from September 2022 onwards, and we’ll continue to evaluate to determine which hybrid model works best. Once working onsite, you will report to the location of Civic Centre.
SALARY GRADE: 6
HIRING SALARY RANGE: $93,803.00 – $105,529.00 per annum
MAXIMUM OF SALARY RANGE: $117,254.00 per annum
JOB TYPE: Management and Administration
POSTING DATE: June 23, 2022
CLOSING DATE: July 2, 2022
AREA OF RESPONSIBILITY:
Reporting to the Senior Manager, Service Brampton, this position is responsible for effective business planning and smooth daily operation and supervision of the City’s multi-channel, multi-location 24×7 Contact Centre and 311 Service, Service Brampton and Cashiers Centre(s). Accountable to meet and exceed customer service targets by: motivating a high-performing team, creating and sustaining solid internal and external business partner relationships, supervising the division’s information management, work force management, training and quality assurance activities, recommending, implementing and effectively managing change for short and long-range business, process and technology improvements in alignment with the City’s Customer Service Strategy.
Staff management. Fosters a positive and productive teamwork environment by leading, building and motivating staff. Effectively communicates operational procedures, service targets and directives to leads and front line team members. Monitors and supervises staff to ensure adherence to schedules and operational procedures. Develops employee performance standards, evaluates employee work performance, resolves issues and conducts performance management activities. Provides feedback and coaching for individual and team improvement in customer satisfaction, quality and productivity performance.
Customer Service: Responsible for maintaining a work environment that is citizen-centred and where a customer service orientation is strongly held. Oversees the timely and consistent processing of customer inquiries and transactions. Assists Manager with setting customer service and quality targets, then implements and monitors performance to targets. Prepares scripts and communicates updated information to staff. Oversees payment and cash management, processing and reconciliation activities to ensure efficiency, accuracy, security, fraud mitigation and compliance. Leads and motivates by example, being available and visible to interact with staff and customers to ensure consistent positive customer relations. Manages escalated customer service issues. Minimizes risk by investigating and recommending resolution to management on sensitive, contentious, public impacting or political matters.
Work Force Management: Prepares, analyzes, and monitors service, quality and productivity metrics. Ensures adequate staffing to meet service levels – forecasting, seasonal/peak period and intra-day planning, preparation of work schedules and assignments for the City’s multi-channel multi-location 24×7 Contact Centre and 311 Service, Service Brampton Centre(s) in support of the City’s diverse cross-departmental service delivery areas and lines of business. Identifies service pressures, operational requirements, and ensures tracking of specific areas or projects. Makes recommendations based on analysis of trends with anticipation of emerging service initiatives that may affect work force management forecasting and planning.
Corporate Contribution & Accountability: Manages operational budget within authority, and provides input to divisional budget based on analysis of trends and anticipation of emerging service needs. Identifies business information needs, supervises development and maintenance of knowledge base and standard operating procedures. Leads and implements divisional projects and service initiatives that align with departmental goals and Customer Service Strategy priorities. Accountable for collection and timely, accurate processing of Taxes, Provincial Offences fines, and other payments to the City, consistent with current legislation, by-laws and policies. Provides hands-on customer service, communication and operations support to ensure business continuity for the 24×7 Contact Centre and 311 Service – mission critical within Brampton’s Emergency Management Office overall City business continuity and emergency management program. Provides back-fill for Manager during absences.
Relationship Management: Liaises with internal and external business partners as key customer service stakeholders. Facilitates regular communications and meetings with business partners to build and maintain strong working relationships, review key performance indicators, provide business intelligence, and agree on and implement process and procedure improvements. Ensures follow-up on escalated, unresolved customer service issues with a view to improving customer inquiry processing and service through business partner collaboration.
Team Recruitment & Development: Recruits and selects new employees. Develops, oversees or facilitates the orientation and training of employees on new or revised operating procedures and systems. Promotes continuous learning and improvement for staff through mentoring, coaching, and promoting participation in communications and training programs. Responsible for execution of the division’s Quality Assurance Program – monthly contact monitoring and evaluating, quality and productivity reviews, with feedback and coaching provided to each team member.
Post-secondary degree or diploma (2 plus years) in Business Administration, Marketing or Communications or the equivalent work experience.
5 years experience, at least 2 at a supervisory level, in a multi-channel customer service/contact centre environment.
OTHER SKILLS AND ASSETS:
OTHER SKILLS AND ASSETS:
- Experience in the public sector and/or a unionized environment an asset.
- Thorough knowledge and hands-on experience in contact centre operations and industry standard information and work force management methodologies and technologies.
- Solid experience in staff planning, forecasting, scheduling and solving problems in a fast-paced customer service environment.
- Well-developed employee and public relations skills.
- Excellent English verbal and written communication skills.
- Proven ability to analyse, develop and produce reports from existing systems to make operational decisions and recommendations.
- Able to work flexible hours and locations, and regularly be on-call, in a 24/7 call centre environment
**Various tests and/or exams may be administered as part of the selection criteria.
Alternate formats will be provided upon request.
Interview: Our recruitment process will be completed with video conference technology.
As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available.
If this opportunity matches your interest and experience, please apply online at: www.brampton.ca/employment quoting reference #104870 by July 2, 2022 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.
As part of the application process, applicants will be invited to complete a self identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.
Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.