Manager, Contact Centre and Service Standards

2 weeks ago

Toronto, Canada George Brown College Full time

**CLOSING**:Open until filled.

***

**Land**_ _**Acknowledgement**
- George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other._

**Equity Statement**_ _**

**GBC Vision**
- To be _a college renowned for its inclusion, excellence, relevance, impact, and leadership._ _

**Position Description**:
As a member of the Office of the Registrar leadership team, and reporting to the Senior Manager, Service Initiatives, the role is responsible for the operational, day to day management of the Contact Centre and lend support to the Senior Manager, Service Initiatives for the Student Service Centres as needed across three main campuses.

**Key responsibilities**:

- Oversees the Contact Centre operations ensuring resources are available for staff and that operational and administrative responsibilities related to client services are efficiently and effectively carried out.
- Leads local service integration and innovation team across multiple service areas. Meets monthly to monitor service progress, develop plans for adaptations, review outcomes, and metrics.
- Partners with Registrar’s Office leaders for process improvement and streamlining of services.
- Partners with other front-line service leads in Student Success (i.e. Library Learning Resources and Academic Centres) to ensure any service level agreements are met and continued flow of communication of information is maintained between teams.
- Oversees the Contact Centre’s mission critical business technology solutions that have direct impact to the customer/student experience through all delivery channels.
- Works closely with the college’s Information Technology Services team together with the Contact Centre vendors to oversee the maintenance, enhancements, and upgrades of Contact Centre technology.
- Participates in projects to identify, evaluate, and implement technological changes or upgrades to systems and/or process improvements in the Contact Centre and Student Service Centres.
- Maintains a high level of performance through effective recruiting, coaching, quality monitoring, selecting, training, and managing performance of reporting staff.
- Other related duties as assigned.

**Educational and Experience Requirements**:

- Four-year degree from a recognized post-secondary institution in Business Administration, Computer Programming, Engineering, Communications or equivalent.
- Minimum five (5) years of experience in a Call Centre student service environment with at least two (2) years of progressive leadership roles in the following areas: Call centre operations, Student Services, Registration or Admissions.
- Demonstrated leadership experience with an aptitude for leading teams and motivating staff.
- Knowledge of policies and procedures relating to Student Services, Registration and Admissions.
- Experience managing projects and monitor project budgets, milestones, status reports and reports on ultimate achievement of benefits and objectives.
- Experience with developing and executing focus groups to gather feedback on Contact Centre services for continuous service improvement.
- A thorough knowledge of the Banner Student Information System or comparable system is required.

**Skills and Attributes**:

- Excellent interpersonal and student service skills, and the ability to deal effectively with students and staff in complex and sometimes stressful situations.
- Highly motivated, and ability to function in a high call-volume environment.
- Ability to build co-operative relationships with other department stakeholders in support of business strategies.
- Ability to prioritize tasks and meet deadlines when faced with competing priorities.
- Leadership, supervisory, training and coaching, and problem-solving skills are mandatory.
- Team building and motivational skills within a unionized academic environment with a diverse student and staff population.
- Ability to interpret and analyze statistical data generated by the Contact Centre technology system and convert it into actions plans for management.
- Demonstrated commitment to uphold the College’s priorities on diversity and equity.

**Interview process may consist of a practical skills component.**

**Notes**:

- The College requires proof of degrees, credentials, or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.

**About Us**:
**George Brown College** prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a **great place to work**. See why we are consistently ranked as one of **GTA’s top employers**.

**W

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