Vacancy Type:Full-time Permanent
Salary Range:$93,035.14 - $102,338.65
Work Details (Days/Hours):Monday - Friday, 36.25 hours per week
Hybrid EligibleYes
Affiliation:Non-Union: Management/Exempt
Division and DepartmentBusiness Operations - Client Care
Number of Vacancies:1
Existing/New Job:Existing
Grade:06
Vacancy StatusExisting Vacancy
Candidate List or Eligibility List:Candidate List
What we offerIn addition to competitive compensation and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:
- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits, including a health spending account available upon your start date;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year;
- Fitness membership discount.
This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.
What you'll do- Provide day to day Supervision and direction to a team of staff, ensuring the delivery of effective and quality service and achievement of goals and targets
- Provide staff training, lead performance reviews, create work schedules, monitor workload and ensure staff adherence to policies, procedures and standards
- Motivate staff to surpass performance expectations
- Approve bi-weekly payroll
- Facilitate team communication that demonstrates correspondence that is consistent, clear and customer focused
- Build a highly effective team of staff by supervising, leading, motivating, coaching, identifying needs and facilitating participation of staff in various training sessions
- Ensure service level standards are maintained through appropriate staff scheduling, taking appropriate measures to ensure overtime occurrences/situations and cost/budget are accounted for during unpredictable high call volume periods
- Collect, develop and prepare information and data analysis reports to meet the information and data analysis needs of the division, balancing ongoing reporting requirements with special projects.
- Ensure the integrity, quality and accuracy of reports produced
- Identify data gaps and emerging information needs to support business performance and progress on strategies
- Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities
- Liaise with the Manager to recommend on-going improvement to the escalations process
- Respond to site and tenant complaints, questions and inquiries and to emergency situations
- Lend "real time" support to escalations, questions and troubleshooting
- Monitor and maintain call quality through monthly sampling and assessment
- Coach and train staff on how to handle different sensitive situations
- Monitor and report performance indicators and identify those that are below the pre-determined standard and recommend solutions and approaches for improvement
- Manage labour relations matters including hiring, performance management, the handling of grievances and the imposition of discipline, as necessary
- Contribute to the planning and development of new initiatives within the Client Care and Maintenance Dispatch department
What you'll need- Minimum 2-5 years of management experience in a Call Centre environment, managing and mentoring staff
- Post-secondary diploma/degree in business administration, social services or related areas, or equivalent work experience
- Experience as a team leader or project team lead with a proven ability to supervise and motivate a multi-disciplinary team
- Flexibility to work occasional weekends
- Experience managing in a unionized setting preferred
- Highly proficient with MS Office, MS Outlook, databases and Call Centre software (Such as CIM Agent 10, Yardi Systems including HoMES and CRM)
- Strong organizational and time management skills
- Ability to effectively communicate both orally and in writing to all levels both within and external to the organization
- Commitment to providing high-quality customer service to our residents
- Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues
- A background in building maintenance is an asset
What's nextOnce you apply, we'll review your resume and contact you if we believe your skills and experience will make you successful in the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.
