Manages the activities of the Customer Care Centre by overseeing delivery of service, identifying opportunities for improvement and ensuring alignment with corporate goals, guiding principles and management commitments.
Manages assigned staff; hires, assigns work schedules, assesses staffing needs, identifies and pursues other resources if necessary and performs layoff and recall. Plans and approves staff development. Conducts performance management and, when required, disciplinary action.
Maintains and oversees the delivery of consistent messaging and adheres to level of service documents.
Manages the Service Saskatoon Customer Care Centre and all supporting positions.
Acts as the main point of contact for City Council for matters related to the Customer Care Centre and responds to inquiries.
Prepares written and oral reports in response to enquiries of City Council, Committees of Council, and senior administration
Oversees the tracking of calls, emails, social media and all Care Centre related inquires and maintains consistency through the use of automated systems.
Initiates, develops and manages the Customer Care Centre processes and provides recommendations for call centre system improvements, leads testing and implementation.
Negotiates, mediates and facilitates resolution to issues related to all corporate services integrated into the Care Centre.
Assists with the annual capital and operating budgets for the Section.
Assists in the development of divisional business plans.
Performs other related duties as assigned.
Qualifications:
Degree in business administration, social science, engineering, or a related discipline.
Seven to nine years’ progressively responsible customer service experience including three years’ experience supervising and coordinating staff.
Possession of a valid, Class 5 Saskatchewan Driver’s Licence.
Current driver’s abstract from SGI demonstrating a safe driving record.
Thorough knowledge of citizen service and service delivery principles, processes, trends and issues.
Demonstrated ability to motivate, coach, supervise and develop staff.
Demonstrated ability to analyze data, identify underlying issues/problems and recommend required changes.
Demonstrated ability to establish and maintain effective relationships with assigned staff, representatives of other agencies and the public.
Demonstrated ability to communicate effectively orally and in writing, including the ability to prepare and present reports.
Skill in the use of a computer using the Microsoft Office suite.
Salary:
$80,511.36 to $94,485.84 (2018 rates)
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