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 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.

**SUMMARY OF DUTIES AND RESPONSIBILITIES**:

- 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
- Provides leadership and overall management of staff, including assigning, monitoring and evaluating work, setting work plans, priorities and expectations, coaching, developing and motivating staff
- 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
- Ensures that own work and the work of all staff aligns with OCH values, interests, plans and objectives
- Ensures that own work and the work of all employees is carried out in accordance with applicable health, safety and privacy legislation, policies and procedures, and all other legislation, policies and procedures relevant to area of work

**QUALIFICATIONS/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 AND ABILITY REQUIREMENTS**:

- Knowledge of call centre operations
- Knowledge of data analysis and reporting techniques and tools
- Advanced knowledge of Excel
- Understanding of the values, vision and mission of Ottawa Community Housing and a commitment to support those objectives
- Understanding of the diverse needs, abilities and social, economic, cultural and other factors present in OCH tenant communities
- Knowledge of applicable health and safety legislation, including the rights and responsibilities of workers and supervisors
- Must be familiar with all applicable statutory requirements, policies, procedures and guidelines relevant to area of work
- Able to develop shift schedules to meet service demands
- Ability implement quality and customer service standards
- Demonstrated ability to gather information and relay it clearly, concisely and accurately
- Proficient in the use of information technology such as mobile devices and computer systems in the performance of work

**COMPETENCY PROFILE**

The core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work.

The leadership competencies to effectively perform in this position are Leads People, Leads Strategy and Leads Results.

It is expected that these behaviours are demonstrated up to and including the specified level f

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