As part of our Customer Service team, you will lead the delivery of critical licensing and registration services that support public safety and regulatory compliance. By guiding day-to-day operations, resolving complex issues, and driving continuous process improvements, you'll ensure efficient, consistent, and high-quality service while enhancing the experience of customers across Ontario.
Your Key Contributions: - Lead day-to-day licensing and registration operations, overseeing workflows and team performance to ensure service levels are met and regulatory requirements are consistently upheld.
- Drive process efficiency and compliance, defining, monitoring, and improving workflows to ensure accurate, timely service delivery aligned with legislation, standards, and internal policies.
- Manage complex cases and escalations, resolving customer issues and applying regulatory requirements to ensure fair, accurate, and timely outcomes.
- Provide oversight on exceptions and decisions, reviewing and approving non-standard cases using sound judgment and knowledge of regulatory and corporate policies.
- Monitor performance and optimize resources, tracking workloads, turnaround times, and SLAs, and adjusting team priorities to meet operational targets.
- Identify and implement process improvements, addressing inefficiencies and contributing to system enhancements to improve consistency and customer experience.
- Coach, mentor, and develop staff, providing guidance on procedures, compliance, and best practices to foster a high-performing team culture.
- Oversee end-to-end authorization lifecycle, ensuring effective processing of issuance, renewals, suspensions, and cancellations for business, facility, and device licenses.
- Support strategic initiatives and enhancements, contributing to projects such as portal improvements and process harmonization impacting licensing services.
Your Qualifications & Key Strengths:Education: - Degree or Diploma in Business Administration, Customer Service, Communications, or a related field.
Experience: - Minimum 4 years experience in customer service or contact centre environment, including at least 1 year in a supervisory position.
Knowledge & Skills: - Strong knowledge of regulatory frameworks, including applicable legislation, standards, and compliance requirements.
- Operational leadership and decision-making skills, with the ability to manage workflows, resolve escalations, and apply sound judgment.
- Process improvement mindset, identifying inefficiencies and implementing solutions to enhance service delivery.
- Analytical and problem-solving abilities, using data and insights to monitor performance and drive improvements.
- Effective communication and interpersonal skills, with the ability to engage stakeholders and handle complex customer interactions professionally.
- People leadership and coaching capability, supporting team development and fostering a high-performance culture.
- Strong organizational and prioritization skills, managing multiple demands in a fast-paced, service-driven environment.
Helpful Information That Matters: The hiring range for this role is $79,158- $98,948. The annual salary may vary within this range depending on a number of factors, including a candidate's qualifications.
Fostering a strong safety culture: TSSA has earned the 5-Star Safety Cultures Award from Canadian Occupational Safety magazine for three consecutive years (2022-2024). For more information on TSSA and our values please visit our career page.
Posting Details: This job posting is for an existing vacancy within TSSA. We are actively seeking a qualified candidate to fill the current position. We encourage all interested applicants to apply. TSSA uses AI to support screening of pre-screening question responses. Even if an application is flagged by the system, our team endeavours to review all candidates' qualifications and experience.
