Manager, Service Vaughan

Job title:

Manager, Service Vaughan

Company

City of Vaughan

Job description

Vaughan is one of Canada’s fastest-growing cities. Its emerging downtown, the Vaughan Metropolitan Centre; Canada’s first smart hospital, the Cortellucci Vaughan Hospital; and the 900-acre North Maple Regional Park continue to generate momentum and excitement. Be part of something amazing and build your career at the City of Vaughan!The City is an equal-opportunity employer and a forward-looking municipality that is committed to fostering a dynamic workplace that is diverse, inclusive and welcoming. As an award-winning organization for its employment and diversity and inclusivity practices, the City is focused on providing its employees with a thriving professional environment that leverages flexible work arrangements, a family-focused benefits package emphasizing work-life balance, learning and growth opportunities, and a place where collaboration and teamwork are valued.Excellence demands brilliant personalities, visionary thinking and a passion for public service. Vaughan is your place to grow.Position OverviewAs a member of the Communications, Marketing and Engagement Leadership Team, the Manager is responsible for managing the Service Vaughan business unit to deliver exceptional customer service through the City’s contact centre. Reporting to the Director, Communications, Marketing and Engagement, the Manager, Service Vaughan, is responsible for supervising, organizing and coordinating the daily operations of the business unit, and provides leadership, functional guidance and direction to assigned staff. With support from the Communications, Marketing and Engagement Leadership Team, the role includes overseeing inquiries from the public and staff regarding City programs and services, ensuring efficient and effective operations of the contact centre.Qualifications and Experience

• University Degree in Business Administration, Marketing or suitable equivalent.
• Minimum seven (7) years’ related experience, preferably in a Contact Centre and/or municipal environment.
• Proficient computer skills including a thorough working knowledge of MS Office, Interactive Voicemail (IVR) Systems, and other pertinent call centre software and hardware applications. Knowledge of CTI (Computer Telephony Integration) products would be considered an asset.
• Experience in process improvement planning, process mapping, and performance measurement.
• Excellent project and time management skills coupled with effective analytical, organizational, research, facilitation/negotiation, prioritization, and problem-solving skills.
• Effective oral/written communication skills, coupled with captivating presentation skills.
• Well-developed interpersonal and emotional intelligence skills with ability to foster trust, cooperation, and collaboration.
• Ability to deal effectively and courteously with the public and staff.
• Ability to inspire others to persist and strive for excellence, take measured risks and participate with enthusiasm during periods of complexity and/or change.
• Demonstrated high level of critical thinking with the ability to perform in a proactive and strategic manner.
• Ability to exercise sound judgment, resolve problems and complex situations and/or conflicts in a constructive and principled manner based on consideration of all critical factors, including long and short-term impacts.
• Demonstrated ability to build high levels of credibility within diverse work groups by implementing effective communication and engagement strategies as well as the ability to develop productive and sustainable partnerships with a range of key internal and external stakeholders.
• Ability to act in a diplomatic manner, exercising tact and diplomacy in a political environment.
• Keeps apprised of current and emerging leading edge thinking and research techniques, methodologies, strategic applications, etc.
• Knowledge of, or demonstrated ability in, the City’s and Commission’s core competencies.
• A valid Class ‘G’ driver’s license in good standing, and a reliable vehicle for corporate use.
• Available to attend evening and/or weekend meetings or other events as required.
• Standard office environment.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. Please be advised, the City of Vaughan uses email to communicate with applicants for open job competitions.The City of Vaughan is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The City of Vaughan is also committed to providing accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs.

Expected salary

$128100 – 149859 per year

Location

Vaughan, ON

Job date

Thu, 11 Jul 2024 23:41:58 GMT

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