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Amended - Contact Centre Lead
4 hours ago
**AMENDMENT**: Closing date revised to October 16, 2024, Job Term changed to temporary Who we are The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial elections, by-elections, and referenda in Ontario. We are committed to making voting easy and accessible for all electors, while maintaining the integrity, security, and transparency of the electoral process. Join our team **Salary Range**: $71,563 to $100,052 per year OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism: We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service. We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation. What can I expect to do in this role? **Reporting to the Supervisor, Contact Centre, you will**: - Ensure team is creating, tracking, monitoring, distributing, and escalating tickets to the appropriate business owners. - Review, update and create documentation, FAQs, training materials, and process flows to align with operational processes and legislative requirements. - Follow processes, as required, adhering to protocols, business processes and operational policies and procedures. - Provide staff with ongoing training and coaching to ensure excellent customer service is provided to stakeholders. - Identify trends regarding inquiry issues and report findings to Supervisor/Manager. - Analyze, create, and extract daily and/or weekly reports and work with internal stakeholders to report on relevant data. - Provide administrative support as required. How do I qualify? Mandatory **What you need to qualify**: - Minimum of 2-3 years of demonstrated leadership experience in a contact centre, managing teams to provide exceptional customer service. - Experience handling public inquiries and escalating to the appropriate stakeholders for resolution following established processes. - Knowledge of call centre practices and processes, including customer service level commitments and protocols. - Experience developing training manuals, guides, FAQs and delivering training. - Excellent customer service, interpersonal, written and verbal communication skills. - Ability to work in a fast-paced team environment while multitasking and ensuring deliverables are met within identified timelines. - Flexibility to manage a varying work schedule. - Must be legally entitled to work in Canada. **Additional Information**: This position requires in-office presence 5 days per week, based on operational requirements. **Application Instructions**: Please submit your cover letter and resume as one attachment, quoting File #EO-2024-133 here: Contact Centre Lead, no later than the closing date. **How to Request an Accommodation**: Elections Ontario is an equal opportunity employer. We are committed to fostering an inclusive, equitable and accessible environment, where all employees feel valued, respected, and supported.
