Director, Contact Centre

5 months ago

Toronto, Canada Legal Aid Ontario Full time

**Company Bio**

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

**Primary function**

Legal Aid Ontario (LAO) is currently seeking a Director, Contact Centre to oversee all aspects of LAO’s multi-channel client Contact Centre services and to lead the implementation of strategies to enhance service levels, client experience and employee engagement of a large remote workforce. The strategic focus for the Director, Contact Centre will be to reach more clients faster and more efficiently while maintaining a high quality of services.

This presents an exciting opportunity for an experienced leader with a strong Contact Centre operations background in a client focused service delivery environment.

**Key accountabilities**

We are seeking an individual with extensive Contact Centre operational expertise, transformational change management and employee engagement experience with a solid understanding of the principles of modern public sector management.

The Director, Contact Centre will oversee the management of the Contact Centre group, including one manager, a team of supervisors and Contact Centre specialists, representatives and back office staff.

Specific Director, Contact Centre accountabilities include:

- All Contact Centre lines of business including Level 1 (Representatives), Level 2 (Specialists), In-Custody, Assisted Applications, Live Chat, Worklist, and all other services
- Overseeing the leadership of a team of representatives who provide initial referral, triage and public legal information services
- Overseeing the leadership of a team of specialists who make certificate eligibility decisions and service referrals
- Managing all Contact Centre interpretation and accessibility services
- Working collaboratively with the Director, Intake Operations Support and HR department to ensure effective and timely recruitment, onboarding, training, shadowing and supports for new and existing staff
- Leading the development of a holistic employee engagement strategy tailored to a remote contact centre workforce with the aim of improving staff retention and supporting LAO’s Equity, Diversity, Inclusion & Belonging goals and obligations
- Maintaining and improving service level targets for all lines of business and contributing to the development of enhanced KPIs and service level framework
- Maintaining and enhancing an effective culture of continuous improvement through staff coaching, support and streamlining of operational processes and procedures
- Ensuring the effective implementation of all Quality Assurance and compliance recommendations as it relates to LAO’s Contact Centre call monitoring and intake processes
- Ensuring Contact Centre services continue to broaden multi-language service options and strengthens LAO’s active offer of French language services for applicants and clients
- Managing Contact Centre group budgeting and forecasting

**Required skills & experience**

Education
- A bachelor's degree in a relevant field; advanced degree (master’s or higher) is preferred, however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience, industry certifications, or a combination of education and practical experience will also be considered

Professional experience
- Experience in contact centre operations with a minimum of 8 years experience, however, we understand that valuable expertise can be gained through various professional paths
- Experience managing multi-channel services in a client service environment
- Knowledge and experience in data analysis, including using data to support decision-making and change management
- Proven track record in providing effective operational support to enhance organizational efficiency
- Experience delivering improvements in client service delivery
- Extensive experience in designing, implementing, and managing strategies to improve operational performance
- Proven ability to understand and interpret financial, statistical and performance measurement data

Leadership
- Demonstrated track record or effectively leading and managing teams, fostering a positive and inclusive work culture
- Demonstrated collaborative leadership style and a history of empowering staff to have confidence in their decision making
- Ability to remain calm and conscientious in an often high-pressure work environment and manage multiple competing priorities
- Strong negotiation skills and a proven ability to build consensus and make principled

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