Lead Specialist, Customer Engagement

1 month ago

Toronto, Ontario, Canada Metrolinx Full time

About Metrolinx: Metrolinx is dedicated to enhancing connectivity within the Greater Golden Horseshoe region. As an agency of the Government of Ontario, we manage GO Transit, UP Express, and the PRESTO fare payment system, while also spearheading significant transit projects, including the expansion of GO services and the development of Light Rail Transit routes.

Position Overview: Our Customer Communications Office is in search of a Lead Specialist in Customer Engagement. In this role, you will report to the Assistant Manager of Customer Communications and will be pivotal in overseeing the management, regulation, and effective delivery of customer communications. This includes service status updates, planned notifications, and unanticipated service disruptions, all while collaborating closely with various operational teams.

Key Responsibilities:

  • Oversee the comprehensive delivery of customer communications, ensuring all Metrolinx communication channels are operational and consistently updated with accurate information.
  • Lead the establishment of escalation management protocols, coordinate emergency response efforts, and relay service status updates to relevant stakeholders.
  • Guide the team in providing timely, effective, and consistent information to customers during service interruptions.
  • Proactively identify and recommend alternative travel solutions during significant service disruptions, including relevant transit protocols.
  • Continuously monitor communication timeliness, accuracy, and clarity, adhering to Metrolinx standards and accessibility requirements.
  • Develop metrics and indicators to assess the effectiveness of customer communications, fostering ongoing improvements in customer satisfaction.
  • Assist in the creation and revision of Incident Management Plans for various planned events, collaborating with Business Continuity and Emergency Management teams.
  • Ensure that communication channels are updated in accordance with stakeholder expectations.
  • Empower team members to work collaboratively with internal and external stakeholders in resolving escalations to enhance the customer experience.
  • Monitor case management queues to ensure compliance with established guidelines and maintain high-quality standards in case handling.
  • Anticipate potential issues and trends, developing strategic contingency plans in partnership with internal stakeholders.
  • Analyze escalation data and root causes using LEAN methodologies to propose solutions for operational challenges.
  • Participate in regular meetings to discuss staffing, operational procedures, and collective agreements.
  • Provide coaching and support to team members within a unionized environment.

Qualifications:

  • A diploma in Business Administration or a related field, or an equivalent combination of education and experience.
  • Demonstrated experience in a communications role within the public transit sector.
  • Strong leadership and organizational abilities to supervise and develop a unionized workforce.
  • Familiarity with legal and regulatory frameworks relevant to public transit operations.
  • Understanding of transit planning principles and service delivery.
  • Knowledge of customer service principles and experience in addressing communication challenges.
  • Proficiency in MS Office applications and technical analysis skills.

Working Conditions:

  • Participation in emergency responses may require flexible hours or on-call availability.
  • Shifts may vary and cover 24/7 operations.

Inclusivity Commitment: At Metrolinx, we value the diverse skills and experiences each individual brings. We are committed to fostering an inclusive and accessible environment and encourage applications from all qualified candidates.

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