Description
Are you a dynamic leader passionate about exceptional service delivery? Join our vibrant 311 & Customer Access team, the essential hub connecting residents and employees to vital municipal and employee services! As an Operations Manager, you'll be at the forefront of overseeing service delivery across our three distinct contact centres: 311, Inside Information, and the Service Centre. Reporting directly to the Director, you'll inspire and lead a team of 200 dedicated customer service agents, team leaders, and analysts. This exciting role combines strategic leadership, operational excellence, and impactful relationship management to ensure seamless service execution and deliver outstanding results for our community. If you're ready to make a significant impact and drive innovation in customer access, we want to hear from you!
What will you do?
- Lead, supervise, and develop a high-quality, engaged workforce, fostering employee morale and ensuring a safe workplace
- Set clear objectives and performance standards to build and maintain high-performing teams
- Drive all recruitment activities, from identifying requirements to selecting candidates
- Manage human resource matters, including performance issues and employee development/succession planning
- Make financial decisions related to staffing operational costs
- Contribute to strategic development and translate strategies into unit operational plans
- Achieve strong results in customer satisfaction, productivity, employee engagement, and financial efficiency
- Analyze and resolve operational problems, driving continuous improvement
- Administer operational policies and procedures to achieve organizational goals
- Handle escalated inquiries from various stakeholders, including council and residents
- Lead the development and implementation of service standards and recommend service changes based on trends
- Collaborate cross-functionally and with business partners to enhance service experiences and build trust
- Drive innovation and lead projects to modernize the service
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