Shift Lead

6 days ago

Toronto, Ontario, Canada Toronto Community Housing Full time

About the Role

We are seeking a highly skilled and experienced Shift Lead to join our team at Toronto Community Housing. As a Shift Lead, you will play a critical role in ensuring the smooth operation of our facilities and providing exceptional service to our tenants.

Key Responsibilities

  • Dispatch work order requests and follow up to ensure resolution within defined turnaround time periods.
  • Prepare open work order reports and status updates on a daily basis.
  • Liaise with site staff, external contractors, and internal service delivery staff to resolve open work orders and emergency work completion.
  • Provide support and guidance to Call Centre Agents and escalate requests as necessary.
  • Work with Operating Units and corporate customers to ensure all calls are closed.
  • Determine and employ appropriate service strategies and technology.
  • Stay up-to-date on relevant legislation, policies, and events to maintain knowledge of current information.
  • Develop and maintain call tracking tools and reports using various computer software packages.
  • Evaluate and make recommendations on service issues based on analyzed data.
  • Participate in customer service meetings to address issues and improve service.

Requirements

  • Trade school education or equivalent job-related experience preferred.
  • Experience in a call centre environment is an asset.
  • Working knowledge of Tenant Protection Act, Occupational Health & Safety Act, Human Rights Code, and Freedom of Information & Protection of Privacy Act.
  • Practical knowledge of property management and maintenance service delivery.
  • Good oral and written communication and interpersonal skills.
  • Ability to input and manipulate data using word processing, spreadsheet software, and database and information systems.
  • Good listening skills and effective negotiation abilities.
  • Knowledge of research methods, including Internet capability.
  • Ability to provide respectful service to a diverse population.
  • Ability to work independently with minimum supervision.
  • Good time management skills.
  • Ability to communicate in a second/third language is an asset.
  • Ability to work shifts as necessary.

What's Next

Once you apply, we'll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

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