Business & Customer Support Coordinator

Under the general direction of the Administrative Coordinator - Business Office of the Recreation Services Division, the Coordinator is responsible for participating in the analysis, planning, development, implementation and operation of recreation business practices and customer service systems operating within the Community Services Department. The Coordinator collaborates with the leadership team and other stakeholders to assist with developing and documenting standardized business procedures, operational guidelines and performance measurement systems.

The Coordinator is the department expert regarding operational knowledge of current recreation software along with internal and external compliance requirements. The Coordinator is expected to promote improvement and innovation in both business practices and customer service systems.

The Coordinator supervises a team of permanent trainers and administrative clerks and coordinates the part-time, city-wide front desk clerk recruitment, scheduling and training.

**As the**_Business & Customer Support Coordinator_**, your duties will include**:

- Supports the Administrative Coordinator with the evaluation, documentation and implementation of improved Recreation Services Division business practices and customer service systems.
- Supports the Administrative Coordinator with the implementation of customer service systems. This includes Leisure Online content and Mass Registration information.
- Supports the Community Services department by working as the recreation software system administrator.
- Supports the development, implementation, maintenance and monitoring of quality control systems.
- Supports the Administrative Coordinator with the maintenance and monitoring of performance metric systems within the Recreation Services Division.
- Researches best practices.

**Your education and qualifications include**:

- Bachelor’s Degree in Business Administration and/or an equivalent combination of training and experience.
- Certification in Business Analysis would be an asset (CBAP or equivalent).
- Certification in Project Management would be an asset (PMP or equivalent).
- Certification in Change Management would be an asset (Prosci or equivalent).
- 48 months of progressively increased decision-making responsibility, plus 12 months on-the-job learning time.
- Experience in business process analysis, planning, development and implementation.
- Related experience facilitating change and project management.
- Experience supervising a team and providing guidance and leadership in the areas of recruitment, training and performance management.
- Demonstrated decision-making, research and analytical skills.
- Demonstrated knowledge of performance measurements and appropriate quality controls.
- Demonstrated written and verbal communication skills for the purpose of communicating information and recommendations through presentations and report writing.
- Demonstrated critical thinking and problem-solving expertise when implementing system change and program evaluation.
- Demonstrated interpersonal skills with the ability to establish, and maintain, positive working relationships with employees at all levels of the organization, external contacts and the public.
- Knowledgeable in the field of customer service.
- Ability to maintain composure, multi-task and prioritize during high volume workload, balancing projects and ongoing operations.
- A general understanding of the municipal political and administrative environment.
- Knowledge of applicable administrative directives and specific prograM/Facility operations is an asset.
- Working knowledge of the PeopleSoft Financial and HR Systems is an asset.
- Expereince using a budget projection system is an asset.
- The successful applicant must complete job specific training required for this position as directed.

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- Knowledge of applicable Administrative Directives (within 6 months - 1 year).
- Knowledge of specific prograM/Facility operations (within 6 months - 1 year).
- Ability to utilize PeopleSoft Financial and HR systems (within 6 months).
- Ability to use budget projection system (within 6 months).