311 Operations Manager

3 weeks ago

Edmonton, Canada City of Edmonton Full time

311 Operations Manager- Job Number : 45380The 311 & Customer Access provides a centralized point of contact to citizens and employees to access services related to municipal and employee services. The area consists of 311, Inside Information and the Service Centre.

Reporting to the Director of 311 & Customer Access, the Operations Manager works collaboratively as part of the leadership team to create conditions for success of the strategy, priorities and direction of the Branch and the Section. The Operations Manager is accountable for creating a high performing culture by providing quality service through the planning, scheduling and overall leadership of the operations in order for services to be delivered efficiently and effectively.

In this role you will lead a group of other people leaders, supporting roles and front line service roles.

The Operations Manager thrives in a dynamic, fast paced environment and will utilize their strong leadership and expertise to guide and manage the overall performance of their teams and drive optimal efficiency levels to maximize excellent service and fiscal responsibility. They are responsible for running the operations in terms of leadership and resource management, service delivery, relationship management and successful delivery of projects and initiatives.

Embodying the City of Edmonton’s Cultural Commitments to be Safe, Helpful, Accountable, Integrated and Excellent, the Operations Manager will be responsible for several areas, including:
Leadership and Resource Management
- Provide staff leadership and supervision in terms of staff development, conflict resolution and performance management
- Accountable for recruitment activities including timing, interviewing and selection
- Set performance standards that are challenging, reasonable and fair in order to lead a high performing team
- Build employee morale through regular coaching, recognition and development opportunities
- Foster employee engagement through a variety of methods including development of training plans and regular career discussion to retain and grow talent
- Act as a change agent by identifying, driving and embracing change and helping others recognize the value behind the change
- Communicate and act as an advocate on organizational values and mission

Service Delivery
- Develop short and long term workload requirements and reviews plans regularly in order to meet service objectives
- Accountable to achieve results in the areas of customer satisfaction, productivity, employee engagement and financial efficiency
- Analyze key processes to drive service improvement and reduce operational costs
- Administer operational policies and procedures in order to effectively achieve the goals of the organization, department or section
- Lead the development of service standards or procedures and ensure implementation and adherence
- Recommend and propose service changes to business areas across the corporation based on trends and feedback from the public

Relationship Management
- Collaborate, develop and maintain cross functional relationships across the organization to solve problems and create efficiencies in relation to service delivery
- Lead and facilitate meetings with various Business Partners with a focus on enhancing overall service delivery
- Build trust amongst peers, direct reports, various stakeholders and business partners
- Participate in regular union management meetings to understand employee issues and jointly work on effective problem solving

Initiatives, Projects and Innovation
- Provide information, expert advice and recommendations to initiatives and projects
- Assess impact of changes to technology or services and build strategy to address requirements in terms of resourcing, training and business processes
- Perform quality management oversight on all deliverables
- Lead change management strategies to ensure successful adoption
- Identify technology and self-service opportunities to improve the service experience and leverage alternative low cost channels
- Stay informed about current developments with new technology, methods and practices in the call centre industry
- Qualifications:

- University degree in Business Administration, Commerce or a related field
- Minimum of 5 years progressive experience in a call centre environment managing and directing multiple roles including front line leaders, support roles and customer service staff
- Experience in a business partner relationship environment would be considered an asset
- Experience in a unionized environment would be considered an asset
- Knowledge of human resources methodology, customer service practices, organizational effectiveness processes and employee engagement
- Experience and knowledge in coaching, mentoring, and leading in a team environment
- Must possess the knowledge and skills to effectively analyze problems, make decisions, and be able to communicate those decisions effectively and in a timely fashion

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