Employee Status: Regular
Barganing Unit: Non-Union
Pay Range: 98,848.00 – 138,551.00
Location: 20 Bay Street
Closing Date: 22-May-2021
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!
Our Customer Care Office is seeking an Assistant Manager, Customer Care. Reporting to the Manager, Customer Care, you will oversee the delivery of the GO Transit and Up Express Contact Centre that delivers a superior customer experience that incorporates feedback from several sources and uses market and customer research to improve service and product offerings.
What will I be doing?
Within a unionized environment, directs the management and leadership of an inbound contact centre that provides various channels of customer support for the GO Transit and Up Express brands
Accountable for the implementation of Customer Service Delivery initiatives and Metrolinx program changes, taking a hands-on approach in order to balance business requirements with the Contact Centre’s change readiness
Leads the day-to-day operations of the contact centre, taking a collective view of all teams in order to drive consistency, accountability and service delivery in line with company objectives
Drive a Lean mindset approach to deliver work, consistently focusing on continuous improvement in order to reduce both customer and employee effort
Recommends, builds, implements and monitors new programs, initiatives and solutions while assessing the impact on the gaps in the areas they were designed to address. Pivots/adjusts approach as needed to maximize effectiveness and results
Deliver on all employee engagement business unit objectives
Build a culture of competent and confident employees through an acute focus on training, coaching and career development
Support a culture of diversity and inclusion, building change resiliency and employee well being
Provides direction in the implementation, monitoring and maintenance of Customer Care standards and related key performance indicators (KPIs), needed to ensure loyalty is built, enhanced and expanded across all customers.
Manages the daily operation of Contact Quality Standards that monitors all customer interactions across all channels and brands to identify areas for continuous improvement.
Provides leadership to ensure that the Contact Centre effectively uses the most optimal tools and technology to drive self-serve and efficiencies to reduce costs while improving CSAT quality
Focuses on frontline Team Leader development – critical to driving change, business unit / organizational alignment, operational excellence along with advancing employee engagement, enablement & well being
Reviews, analyses and interprets various evidence-based data, metrics, trends, and forecasts to enhance operating standards and planning strategies that support ongoing and increasing customer satisfaction
Collaborates with the IAMAW union effectively to implement change and promote employee accountability and effectiveness
Plans, coordinates, and manages the day-to-day support functions for maintaining the annual operating budget and related controls
Hires, performance manages staff and monitors work assignments to ensure adherence to timelines; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps; takes disciplinary actions, as required
What skills and qualifications do I need?
Completion of a degree in Business Administration with a focus on retail management or customer service, or a related discipline or a combination of education, training and experience deemed equivalent
Minimum eight (8) years’ in customer service in an organization known for delivering excellent customer service, preferably in an unionized operations, contact center or a retail environment.
Minimum two (2) years leading leaders through, coaching, development and people management skills in an unionized environment
Knowledge of legislative standards and requirements of ministries and governing bodies and understanding of potential legal risks is an asset
Customer service delivery and leadership skills to create a positive customer experience by providing customer service leadership
Highly developed issues management skills to provide analytical assessment of issues and identify risks and mitigation strategies for senior management review and approval
Excellent organizational/time management skills and the ability to develop and manage projects
Demonstrated resiliency, flexibility and rationality to achieve ambitious and realistic customer solutions; balancing conflicting priorities and high expectations
Highly developed consultation skills to tease out and translate the “Voice of customer” in the development of continuous improvement strategies
Knowledge of project management principles and practices, including a full understanding of project controls
Highly developed analytical skills to collect, analyze, and assess critical business intelligence and performance data with attention to detail as well as to review and monitor KPIs
Superior writing skills, excellent verbal communication and presentation skills
Accommodation:
Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.
Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
AN EQUAL OPPORTUNITY EMPLOYER
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