Summary of Duties:

Reporting to the Manager, Service London, the Manager, Service London Operations is responsible for overseeing all aspects of the Service London Contact Centre to deliver essential customer service to Londoners. This customer centric role oversees customer service representatives to create a positive and streamlined customer service environment. The Manager, Service London Operations supports business process improvements where the Customer Relationship Management (CRM) System can assist with process optimization, customer service modernization, and operational management including managing customer service escalations and works enterprise-wide with divisions across the City of London organization.

Work Performed:

• Provide leadership in the coordination and delivery of Service London initiatives and projects that contribute to the implementation of strategic initiatives for Service London to meet Council’s Strategic Plan.
• Responsible for managing employees including hiring, coaching, training and development, administration, and performance aspects of reporting employees. Respond to sensitive and confidential human resource issues as required.
• Manage a team of customer service focused employees offering intake services for various areas of service and divisions.
• Provide leadership in the execution and delivery of services and programs in the following areas of accountability:
  • Ensure a smooth day-to-day operation of the contact centre while supporting employee commitment to a high level of performance to achieve targets and goals while maintaining service quality.
  • Lead in the maintenance, monitoring, and system improvements of the Customer Relationship Management platform to ensure record and service integrity, including commitment to providing customer service data analytics to customer service employees and other business units.
  • Responsible for all operational aspects of the Contact Centre such as scheduling, assigning work, fielding escalated calls, quality assurance, report creation, technical and telephony issues, and service agreements.
  • Assist with all aspects of internal and external information security.
  • Respond to escalations using the de-escalation procedure and monitor operational challenges and emergencies to ensure both internal and external individuals receive the information needed. Broker information between service areas and the contact centre when calls are escalated to address community concerns in highly sensitive situations.
• Document business processes and procedures to identify, recommend, adapt, and implement innovative, effective and efficient work practices and standard operating procedures to improve service delivery and the business responsibilities of the team.
• Implement strategies to track performance measures including the identification of system bottlenecks for Service London deliverables, using appropriate data collection and analytics. Monitor trends and volumes in both CRM and the city’s telephony system.
• Engage in opportunities to work across Divisions and Service Areas in support of enterprise-wide collaboration and opportunities for process improvements and integration where Service London’s CRM system can assist to improve customer experience.
• Coordinate with Information Technology Services employees to provide technical software advice and support to Call Centre staff and customers.
• Maintain an awareness of the current state of relevant platforms and applications currently used across the corporation as it pertains to business units supported by the Call Centre.
• Liaise with other municipalities to keep current with developing customer service standards, techniques and related software and data analytics concepts.
• Develop, maintain, and evaluate standard operating procedures and implementation plans to ensure they are current and effective. Create specialized training resources as required for standard operating procedures.

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• Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and implementation of policies, programs and protocols that reflect this commitment.
• Demonstrate commitment and adherence to Health and Safety legislation and programs; and actively promote a culture of safety with direct reports.
• Encourage and support employee participation and commitment to divisional and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports.
• Provide updates, information and recommendations to the Manager, Service London on priorities with responsibility to operationalize identified goals and strategies.
• Identify and recommend internal controls in the form of policies, procedures, practices in relation to the general and specific risks of the Corporation; ensure internal controls are implemented, monitored, and reported on specific to Service London Contact Centre.
• Promote and foster working relationships with employees and bargaining units to provide a fair and consistent application of provisions within the collective agreement.
• Liaise with unions on issues that affect bargaining unit employees and represent the unit at mediation and arbitration proceedings as required.
• Prepare reports for Council and various Committees on Contact Centre performance metrics, data analysis and trends to provide insight into the Contact Centre’s effectiveness.
• Adhere to the Procurement of Goods and Services Policy.
• Provide input to the development of the annual operating budget for Service London.
• Represent the Service London at Standing Committees and Council meetings as required.
• Represent the City of London and Service Area in legal proceedings as required.
• Represent the Division on the various boards and committees of external organizations, associations, and government partners to promote the City of London as a leader, share best practices, build relationships, and recommend solutions as required.
• Perform other duties as assigned.