The 311 & Customer Access provides a centralized point of contact to citizens and employees to access services related to municipal and employee services. The area consists of 311, Inside Information and the Service Centre.
Reporting to the Director of 311 & Customer Access, the Operations Manager works collaboratively as part of the leadership team to create conditions for success of the strategy, priorities and direction of the Branch and the Section. The Operations Manager is accountable for creating a high performing culture by providing quality service through the planning, scheduling and overall leadership of the operations in order for services to be delivered efficiently and effectively.
In this role you will lead a group of other people leaders, supporting roles and front line service roles.
The Operations Manager thrives in a dynamic, fast paced environment and will utilize their strong leadership and expertise to guide and manage the overall performance of their teams and drive optimal efficiency levels to maximize excellent service and fiscal responsibility. They are responsible for running the operations in terms of leadership and resource management, service delivery, relationship management and successful delivery of projects and initiatives.
Embodying the City of Edmonton’s Cultural Commitments to be Safe, Helpful, Accountable, Integrated and Excellent, the Operations Manager will be responsible for several areas, including:
Leadership and Resource Management
Lead, establish and exemplify the desired culture throughout the Unit, that supports the Department and Branch vision and mission as well as the Cultural Commitments
Responsible for providing staff leadership and supervision in terms of staff development, conflict resolution and performance management
Accountable for recruitment activities including timing, interviewing and selection
Sets performance standards that are challenging, reasonable and fair in order to lead a high performing team
Builds employee morale through regular coaching, recognition and development opportunities
Fosters employee engagement through a variety of methods including development of training plans and regular career discussion to retain and grow talent
Acts as a change agent by identifying, driving and embracing change and helping others recognize the value behind the change
Communicates and acts as an advocate on organizational values and mission
Service Delivery
Participates in the development of strategies for the section and assuring alignment with Corporate, Departmental and Branch Strategies
Responsible for developing short and long term workload requirements and reviews plans regularly in order to meet service objectives
Accountable to achieve results in the areas of customer satisfaction, productivity, employee engagement and financial efficiency
Analyzes key process to drive service improvement and reduce operational costs
Administers operational policies and procedures in order to effectively achieve the goals of the organization, department or section
Ensure Cultural Engagement and OHS practices are implemented within the unit
Leads the development of service standards or procedures and ensures implementation and adherence
Recommends and proposes service changes to business areas across the corporation based on trends and feedback from the public
Develop and implement quality assurance processes to assess the quality of work
Relationship Management
Collaborate, develop and maintain cross functional relationships across the organization to solve problems and create efficiencies in relation to service delivery, while building trust
Lead and facilitate meetings with various Business Partners with a focus on enhancing overall service delivery
Builds trust amongst peers, direct reports, various stakeholders and business partners
Participates in regular union management meetings to understand employee issues and jointly work on effective problem solving
Initiatives, Projects and Innovation
Provide information, expert advice and recommendations to initiatives and projects
Assess impact of changes to technology or services and build strategy to address requirements in terms of resourcing, training and business processes
Perform quality management oversight on all deliverables
Leads change management strategies to ensure successful adoption
Identifies technology and self-service opportunities to improve the service experience and leverage alternative low cost channels
Performs quality management oversight on deliverable
Keeps informed about current developments with new technology, methods and practices in the call centre industry
Qualifications :
Bachelor’s degree in Business Administration, Commerce or a related field
Minimum of 5 years progressive experience in a call centre environment managing and directing multiple roles including front line leaders, support roles and customer service staff.
Experience in a business partner relationship environment would be considered an asset
Experience in a unionized environment would be considered an asset
Knowledge of human resources methodology, customer service practices, organizational effectiveness processes and employee engagement
Experience and knowledge in coaching, mentoring, and leading in a team environment.
Must possess the knowledge and skills to effectively analyze problems, make decisions, and be able to communicate those decisions effectively and in a timely fashion.
Strong analytical skills; ability to effectively analyze problems, identify root cause, make and communicate recommendations and decisions
Skills and knowledge of performance management concepts to develop performance indicators
Ability to see the big picture and support strategic initiatives and change management
Excellent organizational and time management skills to deal with constant time pressure as new priorities arise within a constant changing environment
Excellent interpersonal skills and communication skills, both written and verbal
Strong call centre technology skills
Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton
The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here: https://bit.ly/3etpEt6
The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected]
Up to 1 permanent full-time position
Hours of Work: 36.9 hours per week, Monday – Friday
Availability to work some evening or weekend shifts is required due to the 24/7/365 day operation in the 311 Call Centre.
Salary: $69,404.370 – $99,149.100 (Annually)
Talent Acquisition Consultant: HR/MJB
Classification Title : ML1 – Customer Service Supervisor
Posting Date : Jun 9, 2021
Closing Date : Jun 23, 2021 11:59:00 PM (MDT)
Number of Openings (up to) : 1 – Permanent Full-time
Union : Management
Department : Communications and Engagement
Work Location(s) :
Edmonton City Centre West, 10200-102 Avenue NW
T5J 4B7
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