Service Excellence Manager

2 days ago

Toronto, Ontario, Canada Resource Productivity and Recovery Authority Full time

We are seeking a highly skilled Service Excellence Manager to join the Resource Productivity and Recovery Authority (RPRA).
As a key member of our team, you will be responsible for leading the intake, quality and service delivery function of all call centre and customer service programs. The successful candidate will provide leadership and guidance to the Compliance Support Officers, ensuring they are carrying out the daily operation of registration, reporting and technical support of the RPRA's Registry.

About the Role

The Service Excellence Manager acts as the primary workforce management analyst and oversees the optimization of the organization's service delivery through monitoring performance to improve product quality. You will lead and oversee a dynamic team, fostering a collaborative environment to achieve individual and team key performance indicators (KPIs).

Key Responsibilities:

  • Supports the relationship and day-to-day operations of our third-party inbound contact center partners
  • Work with internal and external partners to identify key opportunities, develop staff and budget planning
  • Monitor RPRA officers' behavior and adherence through standard Call Centre management applications
  • Approve time-off requests for managers' consideration and other shift-related activities for internal RPRA resources
  • Schedule meetings, training, and shift activities for internal RPRA resources, accurately code them in all affected systems, and notify all relevant parties
  • Use available data and forecast models to respond to future-dated requests
  • Manage outage notification process across call centre systems and provide feedback on post-mortem recovery process

Requirements:

  • A minimum of 3 years Workforce Management experience in Call Centres
  • Demonstrated background in training and coaching colleagues
  • Experience using Salesforce as a CRM is considered an asset
  • Experience assisting with the development of customer service policies, procedures and processes, to provide an effective service
  • Background with data management and analysis considered an asset

We offer a competitive salary of $85,000 - $100,000 per year, based on location and experience. We strive to build a team that reflects the diversity of the community we work in and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.

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