Responsibilities:
- Co-leads and supports the day-to-day operations in a high-volume, high-value
contact center environment, fostering a positive and open work culture to ensure
optimal delivery of services to clients of Skilled Trades Ontario (STO). Contributes
to the Department’s strategic and business plans, quality standards, policies, pro-
cesses, and priorities to ensure integration with STO’s overall corporate strategy.
- Listens to and evaluates calls against defined criteria for quality, efficiency and
customer service resulting in improved customer satisfaction and profitability for
the STO through the department’s Client Services and Registration & Assessment
Teams.
- Drives delivery against specific performance targets and sets monthly/quarterly
improvement plans with each Client Service Consultant (CSC); manages by
providing daily coaching, on-the-job feedback, mentoring and technical assis-
tance, fostering a positive working environment and is available to CSCs.
- Manages staffing levels to balance workflow and meet demands throughout the
day; monitors incoming call volumes, service level, occupancy performance and
ensures even workload distribution among CSCs, queues and wait times are man-
aged effectively, and peak times are covered.
- Helps to recruit, train, and retain high quality staff in a union environment.
- Identifies, recommends, and reinforces performance improvement opportunities
across a range of core services including but not limited to issuance and renewal
of Certificates of Qualifications in the regulated trades of Ontario, processing of
fees/dues and the maintenance of client records.
- Use problem-solving skills to handle difficult or challenging client service needs,
resolve conflicts, and make decisions.
- Support with exam support activities.
- Supports special projects for process and system improvements in the Client Ser-
vice Centre.
- Communicates and reinforces STO’s policies, rules, and procedures.
- Works collaboratively with stakeholders, partners, and colleagues in other depart-
ments to ensure a seamless interface with clients.
Qualifications:
- Bachelor's degree or college diploma in business administration, public policy,
education, or a related field (Master's degree preferred).
- Bachelor’s degree or College diploma would be considered an asset;
- Supervisory experience in a unionized environment would be considered an asset;
- Demonstrated competency in team leadership, problem solving and communica-
tion;
- Demonstrated track record of achieving outcomes;
- MS Office, specifically Word and Excel, call centre applications and technologies;
- Availability to work a shift between 7am to 7:15pm and some weekend;
