Manager, Call Centre Operations

7 months 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

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