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Shift Lead

2 months 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 play a critical role in ensuring the smooth operation of our facilities management services.

Key Responsibilities

  • Dispatch work order requests in a timely and efficient manner, prioritizing tasks based on urgency and protocol requirements.
  • Follow up on dispatched work to ensure resolution within defined turnaround times, escalating as necessary to ensure adequate receipt of goods and services.
  • Prepare daily reports on open work orders, allocating tasks to staff as reasonably required.
  • Ensure that vendor selection follows TCHC Procurement Policies and Procedures.
  • Document work order event history, completion details, and facilitate necessary communication correspondence.
  • Liaise with site staff, external contractors, and internal service delivery staff to resolve open work orders, emergency work completion, and documentation requirements.
  • 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.
  • Stay up-to-date on relevant legislation, policies, and events to maintain knowledge of current information.
  • Develop call tracking tools and reports using 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 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.
  • Maintain computerized facilities access system.
  • Monitor various computerized building systems and follow appropriate response guidelines.

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 (e.g., Excel, Word, Yardi, MS Outlook).
  • 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 (inclusive of age, race, language, gender, sexual orientation, culture, and disability).
  • 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.