Address
Form of workCorporate Services – Community Connections
One (1) Regular Full-time
Salary Range: $67,583 – $84,481 per annum
Work Mode: Remote
Location: 7120 Hurontario St., Mississauga
Hours of Work: 35 hours per week; Monday - Friday 8:30AM - 4:30PM
Responsible in ensuring consistent quality service and operational goals, policies and procedures. Identifying efficiencies and working with the team to improve processes and instill best practices in a call centre environment.
What You’ll Do:
- Monitor and evaluate phone calls, e-mails, chats as well as data entry in various applications.
- Incorporate speech analytics technology into the QA process to automate scoring and mine data to identify customer problems, trends and preferences.
- Follow-up with the appropriate Supervisor regarding any issues with monitoring (Supervisor to provide feedback to CSR).
- Participate in design of call monitoring formats and quality standards (e.g., Evaluation form and guide).
- Ensure interactions comply with all applicable legislation and regulations (MFIPPA, PHIPPA, etc.).
- Work with the Training Specialist to identify training needs and design/conduct quality awareness education programs.
- Utilize quality monitoring data management system to compile and track performance at individual, team and pod level.
- Investigate and provide reports on customer complaints as requested by Supervisors.
- Participate in programs to identify customer needs and expectations.
- Provide actionable data to various internal support groups as needed.
- Coordinate and facilitate call calibration sessions for customer contact centre management (includes designing and completing calibration reports summarizing scoring variations across supervisory team).
- Prepare and analyze quality reports for management team review.
- Maintain a thorough knowledge of tier one services provided by the Customer Contact Centre.
- Conduct needs-analyses to determine development and education needs of staff for various programs.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Educational Background/Must Haves/Bonafide Job Requirements:
- A college diploma in a related field (e.g., Business Administration) with at least 3 years of customer contact centre experience, or an equivalent combination of education and/or experience may be considered.
- Must have at least 1 year of quality assurance experience.
- Knowledge of Quality Monitoring software or comparable industry-standard quality monitoring software.
- Experience with data analysis and preparing, presenting and communicating data to various audiences. Knowledge of customer experience processes and techniques for phone, e-mail, chat and in-person interactions.
- Available to work various shifts to accommodate coaching for staff working in a 24/7 environment.
- Familiar with all program areas handled within the Customer Contact Centre.
- Working knowledge of industry-standard quality assurance practices.
- Experience preparing, presenting, and communicating data to management teams.
- Exceptional listening and analytical skills.
- Ability to communicate, coach and counsel effectively to a variety of audiences with tact and diplomacy.
- Demonstrated ability to work in a cross functional team environment and meet performance goals.
- Excellent oral, written, and interpersonal communication skills.
- Ability to work independently and manage workload/schedule with minimal day-to-day direction.
- Experience in conducting meetings to build consensus.
The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.
Interview: Our recruitment process will be completed with video conference technology.
If this opportunity matches your qualifications and experience, please apply on-line.
As part of the Region’s ongoing commitment to health and safety, there are enhanced Covid-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.
New employees 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 Region of Peel 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 , or other government-issued vaccine passport or certificatioThe requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If you are not fully vaccinated, a documented medical reason provided by a physician or registered nurse and time period for the medical reason may be accepted.
About Us
The Region of Peel serves more than 1.4 million residents and approximately 173,000 businesses in Brampton, Caledon and Mississauga. We deliver a wide range of resident focused services across the Region.
Our 20-year vision for Peel is “ .” Our goal is to create a place where everyone enjoys a sense of belonging and has access to the services and opportunities needed to thrive in each stage of their lives. Our outlines the work we're focused on to bring this vision to life.
To learn more about the Region of Peel, explore
Additional Information
The Region of Peel is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.
The Region of Peel is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact .
Please be advised, the Region of Peel uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.
