Manager, Service Delivery Job Vacancy in The Town of Caledon Caledon, ON – Latest Jobs in Caledon, ON

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Company Name : The Town of Caledon
Location : Caledon, ON
Position : Manager, Service Delivery

Job Description : Description
The Opportunity

As a member of the Corporate Leadership Team and reporting directly to the Director Customer Service and Communications, this role is responsible for providing leadership to advance service delivery throughout the organization. The Manager of Service Delivery will play a leading role in the development and facilitation of the corporate Service Excellence standards as well as overseeing the operation of the Customer Service divisions in Service Caledon and the Community Services facilities. The Manager will work with departments to identify opportunities to ensure service excellence at the Town of Caledon as well as identify opportunities to streamline service delivery for first contact resolution whenever possible. The Manager of Service Delivery will demonstrate an understanding of the role of municipal and regional government as well as the changing needs of the community. As the Manager, Service Delivery, you will perform the following duties, including but not limited to:

Develop and execute a corporate customer service strategy for the organization based on the Service Excellence Strategy.
Develop, implement, and manage quality customer service methodology by developing KPIs that reflect the Service Excellence Guidelines for all front-line service teams.
Work with departments to define existing processes and define new processes and procedures to ensure they designed with a service lens that is client focused. Develop strategies for service improvement including corporate training initiatives for technical and interpersonal skills using appropriate training options
Oversee the Customer service supervisors (Service Caledon and Recreation) who support the daily customer service operations of front-line service delivery in the department.
Manage staff assigned to perform work and activities including technical direction, training recommendations, coaching and mentoring as well as provide input to the career development of assigned staff.

COVID-19: In consideration of the current pandemic and Public Health orders, the Town of Caledon is providing limited in-person services as Town Hall is open to the public by appointment only. The successful candidate for Manager, Service Delivery will be required to work a flexible schedule, including in the office, remotely and after hours (as required).

The Ideal Candidate

We are seeking an enthusiastic professional with a post-secondary degree in Business Administration or related field. Our ideal candidate has a minimum seven (7) years related experience in customer service, and at least three (3) years within a leadership role.

The ideal candidate will have demonstrated ability to lead the development of strategic service delivery functions including contact centre management, call centre technology, diffusing difficult situations, and motivating staff. We are seeking an individual with an aptitude for communication planning and critical thinking, excellent verbal and written communication skills, a demonstrated ability to make decisions involving multiple routine tasks, affecting department level, and excellent leadership and engagement skills.

This position offers a salary range of $103,193.01- $126,464.06 plus a competitive benefit package.

Satisfactory passing of a criminal record check, and proof of qualifications will be required of any successful candidate(s) for this position.

New employees who commence employment on or after November 15, 2021 are required to be fully vaccinated against COVID-19, as a condition of employment. Being fully vaccinated is determined as the status of having received the full series of approved vaccines (both doses of a two dose vaccine series, one dose of a single dose vaccine series) and any additional doses required and approved by Health Canada and having satisfied the full post vaccination period required to ensure vaccination efficacy. The Town of Caledon reserves the right to request proof of vaccination at any time. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal https://covid19.ontariohealth.ca/, or other government-issued vaccine passport or certification. The requirement to be fully vaccinated is subject to the Ontario Human Rights Code.

The Town is committed to diversity and inclusivity in employment and welcomes applications from qualified individuals of diverse backgrounds. The Town is an equal opportunity employer that is committed to an inclusive and barrier-free workplace. If your application requires accommodation, please contact People Services at (905) 584-2272 Ext. 4738.

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