Returning Office Support Network
2 weeks ago
**Returning Office Support Network (ROSN) Supervisor**
For accessibility assistance with this document please telephone Elections Ontario at 1-888-668-8683 or Fax at 1-866-714-2809. You can TTY at 1-888-292-2312
Position Status: Temporary Assignment to June 27, 2025
Posting Status: Open
Location: 26 Prince Andrew Place, Toronto
Starting Salary: $82,217 - $121,155 per year
Hours of Work: 36.25 per week
Posting Date: November 07, 2024
Closing Date: November 18, 2024
**Who we are**
The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial elections, by-elections, and referenda in Ontario. We are committed to making voting easy and accessible for all electors, while maintaining the integrity, security, and transparency of the electoral process.
**Join our team**
The Field Operations Management unit of Elections Ontario is seeking a highly motivated individual with demonstrated experience to lead our Customer Support Service team. In this position, you will manage the ROSN team, including the recruitment and customer service training of 4 groups of customer support agents. You will also ensure sound operational planning and alignment between the ROSN Program and the election calendar.
**What to expect in this role**
Reporting to the Manager, Field Operations Management, you will:
- Manage day-to-day operations of the customer support - Returning Office Support Network (ROSN) to provide seamless support to field offices, ensuring the team meets Service Level Agreements (SLAs) and delivers exceptional customer service.
- Establish effective strategies for meeting the support network goals and delivering reliable, efficient support.
- Coordinate staffing assessments and plan for required capacity to ensure optimal Customer service performance.
- Conducts ongoing analysis of the ROSN and identifies gaps, when applicable. Ensures call centre operations are maintained and improved upon when deemed necessary.
- Provide guidance and leadership to the ROSN Team leading up to, during and following the event period in order to ensure the support network is providing strong customer service on an ongoing basis, while adhering to SLAs.
- Develops and maintains strong working relationships with management and staff.
- Conduct and lead ROSN Stand-ups (scrums) to provide key information to Agents and Leads and provide ongoing support.
- Assist in the planning and delivery of the orientation and customer service training.
- Identify, track and record performance metric success factors for all aspects of ROSN tasks and prepare reports to assist Management during decision-making processes.
**What you need to qualify**
- A minimum of 3 years’ experience in leading and supervising customer support teams.
- Extensive experience in managing day-to-day customer support operations, including strategy development, setting expectations, implementing best practices, managing Service Level Agreements (SLAs), scheduling, data analysis, metrics (benchmark tracking, trends, patterns), and project reporting.
- Excellent customer service, interpersonal, written and verbal communication skills to liaise with stakeholders, and vendors.
- Proven management and leadership skills, with experience in supervising customer support staff agents, managing schedules, and training the agents.
- Strong problem-solving abilities to identify trends, address issues proactively, and implement improvements.
- Strong organizational skills with attention to detail, strong analytical skills
- Demonstrated ability to work independently, take initiative, and manage multiple priorities.
- Must be legally entitled to work in Canada.
**How to apply**
Our recruitment process reflects our mission to uphold the integrity and accessibility of the electoral process and to manage elections in an efficient, fair, and impartial manner. We offer career growth opportunities and a competitive rewards program.
**How to request an accommodation**
Elections Ontario is an equal opportunity employer. We are committed to fostering an inclusive, equitable and accessible environment, where all employees feel valued, respected, and supported.
Under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, we provide accommodations to applicants with disabilities throughout the recruitment and selection process. If you require a disability-related accommodation to participate, please call 1-888-668-8683, send a fax to 1-866-714-2809, TTY at 1-888-292-2312.
**Job Types**: Full-time, Fixed term contract
Pay: $82,217.00-$121,155.00 per year
**Education**:
- Secondary School (preferred)
**Experience**:
- Supervising: 3 years (required)
Work Location: In person
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