Manager, Call Centre Operations

2 weeks ago

Ottawa, Canada Ottawa Community Housing Full time

**Who we are**:
Ottawa Community Housing Corporation (OCHC) is the largest community housing provider in Ottawa and the second largest in Ontario. We are a non-profit organization providing social and affordable housing to more than 32,000 tenants within various communities. We aim to be a leader at providing safe and affordable homes to tenants in our communities in the City of Ottawa.

OCHC has been recognized as one of the National Capital Region’s Top Employers for seven years in a row due to its innovative and proactive programs on diversity, equity, and inclusion, employee health and wellness and corporate culture.

OCHC is committed to creating equal opportunities for all employees and celebrates the diversity of its workplace as it mirrors the diverse communities within our beautiful city. By working together, we foster the growth of our team as well as the communities we serve.

**WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE**

***

**What we offer**:
Being an employee of OCHC you will have the chance to make a positive impact where it matters and help your community in more than one way On top of that, you will have access to a comprehensive and competitive compensation & benefits package, flexible work options, professional development, health & wellness programs and more

***

**What we **seek**:
OCHC is currently seeking a dedicated Manager, Call Centre Operations. Under the guidance of the Senior Manager, Tenant Service Operations, the Manager, Call Centre Operations is responsible for the effective day-to-day management of a 24/7 call centre and the delivery of a high standard of customer service.

**Manager, Call Centre **Operations** with** OCHC**:
The Manager is responsible for the delivery of analysis and reporting on operational data for identified client groups and monitors, evaluates and manages the operation of the assigned work unit, managing financial resources and providing overall supervision and direction to assigned staff and driving continuous improvement.

**As a **Manager, Call Centre **Operations, **some of the things you will do include**:

- Manages the effective and efficient operation of the call centre, ensuring the delivery of a high standard of customer service and a positive tenant experience
- Implements identified strategies, plans, standards, service models and practices that respond to service demands and drive continuous improvement
- Implements, monitors and reports on targets and performance indicators
- Manages the delivery of operational data reporting and analysis for identified client groups, including collaborating on data requirements, identifying trends and insights
- Builds and maintains collaborative relationships with staff, external agencies and partners
- Supports the implementation of third party service agreements, including related technology requirements and documentation for staff
- Supports change processes and the planning and implementation of business processes, information systems and other technologies that impact the call centre
- Implements quality auditing processes to ensure consistency, quality, and a positive tenant experience
- Implements effective onboarding practices and resources that improve the effectiveness and experience of new staff
- Serves as an ambassador of the call centre and OCH, promoting call centre services to tenant communities, as required
- Supports the preparation of and manages assigned budgets, monitors expenditures, ensures the timely validation and approval of expenses, and ensures costs are controlled
- Identifies, plans for and manages human resources needs for assigned area of responsibility, including hiring, termination, discipline, investigations and grievances
- Oversees the effective procurement and management of contractors, consultants and suppliers
- Manages collaborative and results-oriented relationships, acting as a respectful, courteous and professional representative of OCH with all work-related contacts
- Participates in management team meetings, departmental and corporate workgroups, committees and initiatives as identified
- Works in collaboration with other staff in a team approach to service delivery
- Ensures the timely investigation, response to, and documentation of all workplace incidents

**As a **Manager, Call Centre **Operations** **,** **you can look forward to**:

- A hybrid workplace with unique and ever-changing work tasks every new day
- Opportunities for growth and career development
- Using your expertise to help bring positive changes to communities that need it the most

**What you bring**:
Education & Experience:

- Completion of a post-secondary education in a related field
- A minimum of (4) years of related experience, including experience managing staff
- Experience managing staff in a unionized environment is an asset
- Knowledge of call centre operations
- Knowledge of data analysis and reporting techniques and tools
- Advanced knowledge of Excel
- Un

  • Bilingual (En/fr) Call Centre Agents

    1 week ago

    Ottawa, Canada On Call Centre Full time

    **We are looking to grow our Bilingual (French / English ) Customer Service Team!**! - This role will be trained during the day and evenings for a few months and will eventually move to some overnight shifts - _**Must be available to train days and evenings - once training is completed you will be considered for overnight coverage, which can include shifts...

  • Bilingual (En/fr) Call Centre Agents - Available

    4 weeks ago

    Ottawa, Canada On Call Centre Full time

    **We are looking to grow our Bilingual (French / English ) Customer Service Team!**! - _**Must be available Wednesday-Sunday (8am-8pm EST)**_ - _**With Incentives, fully trained team members can make between $20-$23 per hour every pay!**_ - Fully paid training. Hourly base rate during training period is 19.00$ plus evening and weekend shift incentives of...

  • Bilingual (En/fr) Call Centre Agents - Available

    1 week ago

    Ottawa, Canada On Call Centre Full time

    **We are looking to grow our Bilingual (French / English ) Customer Service Team!**! - _**Must be available Thursday-Monday 11am-11pm**_ - _**With Incentives, fully trained team members can make between $20-$23 per hour every pay!**_ - Fully paid training. Hourly base rate during training period is 19.00$ plus evening and weekend shift incentives of 1$-1.75$...

  • Bilingual (En/fr) Call Centre Agents - Available

    1 week ago

    Ottawa, Canada On Call Centre Full time

    **We are looking to grow our Bilingual (French / English ) Customer Service Team!**! - _**Must be available Wednesday-Sunday (8am-8pm EST)**_ - _**With Incentives, fully trained team members can make between $20-$23 per hour every pay!**_ - Fully paid training. Hourly base rate during training period is 19.00$ plus evening and weekend shift incentives of...

  • Manager, Call Centre Operations

    2 weeks ago

    Ottawa, Canada Ottawa Community Housing Full time

    **SCOPE OF POSITION** Reporting to the Senior Manager, Tenant Service Operations, the Manager, Call Centre Operations is responsible for the effective day-to-day management of a 24/7 call centre and the delivery of a high standard of customer service. The Manager is responsible for the delivery of analysis and reporting on operational data for identified...

  • Call Centre Operator

    5 days ago

    Ottawa, Ontario, Canada Ottawa Community Housing Full time

    Ottawa Community Housing Corporation (OCH) is a landlord who provides 15,000 homes to 32,000 residents including seniors, parents, children, couples, singles and persons with special needs within many communities across the City of Ottawa. As the largest social and affordable housing provider in Ottawa and the second largest in Ontario, we manage two-thirds...

  • Call Centre Operator

    2 weeks ago

    Ottawa, Canada Ottawa Community Housing Full time

    **Who we are**: Ottawa Community Housing Corporation (OCH C ) provide s affordable and social housing to more than 32,000 tenants in approximately 15,000 homes within various communities across the City of Ottawa. Our tenants include seniors, parents, children, couples, singles, and persons with special needs. OCH C is the largest social housing provider in...

  • Call Centre Agent

    6 days ago

    Ottawa, Canada The Dymon Group of Companies Full time

    The objective of the Call Centre Agent position is to maintain customer satisfaction and contribute to the company’s bottom line by projecting a professional company image throughout each customer interaction. As part of the call centre team, the Agent responds to customer inquiries, evaluates customer needs, determines best options available, and counsels...

  • Inbound/outbound Call Centre Operator

    4 weeks ago

    Ottawa, Canada CAA North & East Ontario Full time

    **POSITION: Inbound/Outbound Call Centre Operator** **LOCATION: Work-From-Home** **TERM: Full-Time, 1 Year Contract** **Summary**: The Call Centre Operator works an average of 38.5 hours per week; 12-hour shifts on a 2-week rotation. Week 1: Sunday _**Monday Tuesday**_ Wednesday Thursday _**Friday Saturday**_ Week 2: _**Sunday**_ Monday Tuesday...

  • Call Centre Agent

    5 days ago

    Ottawa, Ontario, Canada The Dymon Group of Companies Full time

    The objective of the Call Centre Agent position is to maintain customer satisfaction and contribute to the company's bottom line by projecting a professional company image throughout each customer interaction. As part of the call centre team, the Agent responds to customer inquiries, evaluates customer needs, determines best options available, and counsels...

  • Call Centre Officer

    7 days ago

    Ottawa, Canada Canadian Museum of HistoryMusée canadien de l'histoire Full time

    **We are looking for a a Call Centre Officer!** As a Call Centre Officer, you are responsible for providing a high level of client service by managing a variety of incoming and outgoing telephone calls and group reservations for all services and programs offered at the Canadian Museum of History (CMH) and at the Canadian War Museum (CWM); selling and...

  • Centralized Call Centre Representative

    3 weeks ago

    Ottawa, Canada Black & McDonald Limited Full time

    **ABOUT THIS CAREER OPPORTUNITY** The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor. Their primary focus is to support work order creation for the FMO and Service departments to ensure the delivery of high quality facility services to our customers. This position will respond effectively in order to...

  • Part -time Call Centre Operator, Enrolment Services

    3 weeks ago

    Ottawa, Canada Algonquin College Full time

    Department: Enrolment Services (Jennifer Thurston-Saunders) Position Type: Part-Time Support Salary Range: $15.66-$16.32-Hourly Scheduled Weekly Hours: 24 Anticipated Start Date: August 21, 2023 Length of Contract: 3 months Posting Information Posting Closing Date: August 11, 2023 Please note: jobs are posted until 12:01 am on the job closing...

  • Call Centre Agent

    2 months ago

    Ottawa, Canada Queensway Carleton Hospital Full time

    **General Posting Information** **POSITION**: - Call Centre Agent**DEPARTMENT**: - Call Centre**CONDITIONS**: - Casual**SHIFTS**: **WAGE RANGE**: - Scale Minimum Maximum- NONU $23.24/hr $27.88/hr**RESPONSIBILITIES**: - Answering and redirecting telephone calls and visitors at the main reception counter - Operating ancillary communication systems in...

  • Call Centre Agent

    2 weeks ago

    Ottawa, Canada Queensway Carleton Hospital Full time

    **General Posting Information** **POSITION**: - Call Centre Agent **DEPARTMENT**: - Call Centre **CONDITIONS**: - Casual **SHIFTS**: Days / Evenings / Nights / Weekends - **WAGE RANGE**: Scale Minimum Maximum NONU $26.87/hr $32.57/hr **RESPONSIBILITIES**: - Answering and redirecting telephone calls and visitors at the main reception counter -...

  • Centralized Call Centre Representative

    2 weeks ago

    Ottawa, Canada Black & McDonald Full time

    ABOUT THIS CAREER OPPORTUNITY The Centralized Call Centre Representative is located in Markham and reports to the Call Centre Supervisor. Their primary focus is to support work order creation for the FMO and Service departments to ensure the delivery of high quality facility services to our customers. This position will respond effectively in order to...

  • Part -time Call Centre Operator, Enrolment Services

    5 days ago

    Ottawa, Ontario, Canada Algonquin College Full time

    Department:Enrolment Services (Jennifer Thurston-Saunders)Position Type:Part-Time SupportSalary Range:$15.66-$16.32-HourlyScheduled Weekly Hours:24Anticipated Start Date:August 21, 2023Length of Contract:3 monthsPosting InformationPosting Closing Date:August 11, 2023Please note: jobs are posted until 12:01 am on the job closing date.Job Description:Under the...

  • Team Leader Call Centre-temporary Full-time

    4 weeks ago

    Ottawa, Canada Queensway Carleton Hospital Full time

    **General Posting Information** **POSITION**: - Team Leader Call Centre**DEPARTMENT**: - Call Centre**CONDITIONS**: - Temporary Full-time for approximately twelve (12) months**HOURS**: - Approximately 75.0 Bi-weekly Hours**SHIFTS**: - Days / Evenings- **WAGE RANGE**: - Scale Minimum Maximum- NONU $35.24/hr $42.72/hr**RESPONSIBILITIES**: **Operations...

  • Call Centre Agent

    2 months ago

    Ottawa, Canada Queensway Carleton Hospital Full time

    **General Posting Information** **POSITION**: - Call Centre Agent**DEPARTMENT**: - Call Centre**CONDITIONS**: - Part-time (0.60 FTE)**SHIFTS**: - Days / Evenings / Nights / Weekends - **WAGE RANGE**: - Scale Minimum Maximum NONU $26.87/hr $32.57/hr**RESPONSIBILITIES**: - Answering and redirecting telephone calls and visitors at the main reception...

  • Call Centre Agent

    1 month ago

    Ottawa, Canada Osgoode Properties Limited Full time

    **_Osgoode Properties Limited_**, a leader in rental property management, has an opening for a full-time **Bilingual** **Call Centre Agent**. Reporting to the Manager of Leasing and Advertising, you will be responsible to respond to all inquiries from a diverse range of prospective tenants and coordinate the viewing schedule at various properties....