Customer Service Programs and Projects Specialist

Status - Temporary Full-Time - Temporary - Approximate length of assignment, in months - 4 - Type of Position - Start Date - immediate - Salary - Per hour - Salary Grade - $51.52 - $55.98 - Department - York Region -> Public Works -> SustainabilityComm&Innovation - Location - 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary) - Job Description (E) **ABOUT US** Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources. **WHAT WE OFFER** Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls. - **Defined Benefit Pension Program**: - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions. - **Employer of Choice** - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations. - **Benefits and Wellness** - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. - **Inclusive and Diverse Workforce** - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership. **ABOUT THE ROLE** This position is responsible for supporting and leading customer service programs and initiatives across the department. Monitors opportunities and trends that may impact customer service operations. Conducts research and analysis to assess impacts of initiatives and the development of strategies and policies. Provides project support to management. Coordinates program strategies to support projects. Develops partner relationships that foster collaboration and innovation. Prepares reports and presentations. **WHAT YOU'LL BE DOING** - Leads and coordinates the design, implementation, and optimization of customer service programs and initiatives to enhance the overall customer experience. - Collaborates with cross-functional teams to identify customer needs, pain points, and improvement areas. - Analyzes customer feedback and data to identify trends, insights, and enhancement opportunities. - Designs and develops training framework for customer service teams to improve skills and knowledge. - Monitors and evaluates program effectiveness using key performance indicators and metrics. - Develops and maintains program documentation, including policies, procedures, and training materials. - Collaborates with internal partners to develop and facilitate workshops, training sessions, and other customer experience initiatives and activities. - Assists management and partners to define project/program objectives, plans, and delivery approaches. - Coordinates new project intake with internal business units, and external partners. - Identifies risks and challenges related to customer service programs and initiatives. - Develops and implements risk mitigation strategies to minimize impact and ensure program success. - Assists with change management initiatives to support the implementation of new programs, technologies, or processes. - Plans and coordinates training sessions for program participants. - Conducts evaluations and obtains data to track results for benchmarking and program improvements. - Provides program support, customer experience improvement and development. - Contributes to reports and metrics for contact centre management in support of projects and programs. - Assists with strategic planning activities based on research/analysis of unit initiatives. - Provides insights and recommendations for continuous improvement and achieving goals. - Evaluates program and training effectiveness, measures impact on key met