Shift Lead

7 days ago

Toronto, Ontario, Canada Toronto Community Housing Full time

About the Role

We are seeking a highly skilled and organized Shift Lead to join our team at Toronto Community Housing. As a Shift Lead, you will be responsible for dispatching work order requests, following up on dispatched work, and ensuring resolution within defined turnaround time periods.

Key Responsibilities

  • Dispatch work order requests based on priority and defined protocol requirements
  • Follow up on dispatched work to ensure resolution within defined turnaround time periods
  • Prepare open work order reports on a daily basis
  • Ensure that selection of vendors upon dispatching goods and services follows TCHC Procurement Policies and Procedures
  • Document work order event history, completion details, and facilitate any necessary communication correspondence
  • Liaise with site staff, external contractors, and internal service delivery staff to resolve open work orders
  • Provide support and guidance to Call Centre Agent questions and escalation requests
  • Work with Operating Units and corporate customers to ensure all calls are closed
  • Determine and employ appropriate service strategies and technology
  • Keep updated on appropriate legislation, policies, events, etc. in order to maintain knowledge of current information
  • Develop appropriate call tracking tools and reports utilizing various computer software packages
  • Evaluate and make recommendations on service issues based on analyzed data of call types, volumes, length, etc.
  • Participate in customer service meetings to address issues and continually improve on service
  • Document policies and procedures as implemented or revised
  • Maintain online service and emergency response guidelines, incorporating varied and specific requirements of Operating Unit and corporate customers

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, the Human Rights Code, and the Freedom of Information & Protection of Privacy Act
  • Practical knowledge of property management and maintenance service delivery
  • Good oral and written communication and interpersonal skills to liaise with staff, tenants, and stakeholders
  • 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 and sensitivity in providing 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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