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Call Center – Workforce Scheduler And Service Delivery Coordinator

Region Of Waterloo

This is a Full-time position in Lakeside, ON posted May 11, 2022.

Department: Human Resources & Citizen Services Division: Service First Contact Centre Hours of Work: 35 hours per week Location: 99 Regina St S, Waterloo (Hybrid) Our Story: Serving, engaging, and inspiring current and future generations.

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach.

Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success.

Our employees take pride in making a difference in people’s lives through the work that we do.

We are looking for people like you to help make it happen.

Our Team: The Service First Contact Centre is seeking an individual who is passionate about service improvement, has an aptitude for developing positive business relationships, and can lead our staff scheduling process.

We are a team of customer focused individuals who are proud deliver information and services to our over 630,000 residents 365 days a year, 24 hours a day.

Come join our dynamic team where YOU matter!

The Opportunity: Reporting to the Manager, Service First Contact Centre, this exciting opportunity would be well suited for an enthusiastic, creative and collaborative self-starter who thrives in an environment of innovation and change.

If you are driven by the expressed goal to provide an excellent client experience, through collaboration and partnerships with our various program areas (ex.

Grand River Transit, Public Health, Community Services, Waste Services, etc), this opportunity may be for you!

This role will also play a key role in overseeing the Workforce management processes for our Contact Centre, including scheduling and schedule decision making, reporting and queue management.

Apply your Knowledge, Skills & Abilities: You will build relationships with program area managers across the organization, acting as the business relationship manager to identify and drive improvements and updates through services delivered via the SFCC to ensure a consistent and exceptional client experience.

Leading process improvement projects, conducting research and analysis, and engaging internal teams, you will identify opportunities for enhancement, as well as coordinating on updates and enhancements to knowledge skills and resources.

Working with the SFCC Management Team and HRC Systems Analyst you will coordinate key contact centre performance metrics for operational use and distribution to the Division’s senior leader.

You will manage the end to end scheduling process, using data to inform schedule creation, managing and approving scheduling changes, and monitor operational performance to make ad hoc changes to channel routing to align to customer demand.

Apply Your Experience at the Region of Waterloo The requirements for this position would normally be acquired through post-secondary education in a related field and demonstrated experience in workforce scheduling in a call centre environment.

Knowledge of contact centre technologies, performance metrics and indicators.

Knowledge in business process redesign and service improvement.

Advanced problem-solving skills along with sound judgement to assess and resolve/escalate issues.

Strong interpersonal skills to develop and maintain relationships with all levels of management and staff.

Strong verbal and written communication skills and presentation skills.

Solid time management and organizational skills.

Ability to work collaboratively in a team or individually with minimal supervision.

Ability to travel within and occasionally outside Waterloo Region.

Ability to support and demonstrate the Region’s values.

Additional Information: Compensation: In addition to offering a competitive compensation package, we have a strong focus on health and wellness, including fitness facilities and family-focused benefits.

The salary of this position ranges between $69,232.80 – $86,541.00 per annum (Grade 4 on the Management & Management Support wagescale).

Candidates are invited to apply with their resume via LinkedIn or by email at careers@regionofwaterloo.ca quoting vacancy no# 2022-1619 in the subject line.

Consideration will be given to candidates that are not fully qualified when no fully qualified applicants can be identified.

We thank all applicants in advance; however, we will be corresponding only with those selected for an interview.

As a condition of employment, new Region of Waterloo employees will be required to submit proof of COVID-19 vaccination.

Successful candidates will be required to submit proof of COVID-19 vaccination (two doses) from the Ontario Ministry of Health website or the World Health Organization directly through the Region of Waterloo Vaccination declaration survey.

Successful candidates who have appropriate written proof of a validated medical reason, or a reason pursuant to the Ontario Human Rights Code, for not being fully vaccinated against COVID-19 may provide such documentation to the Recruitment Team.

Such situations will be considered on a case-by-case basis.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process.

At the Region, we respect, encourage and celebrate our diversity.

The Region of Waterloo is committed to providing accommodations throughout the recruitment process.

If you require an accommodation, please notify us and we will work with you to meet your needs.

Alternate formats of this document are available upon request.

Please contact the Service First Contact Centre at phone number 519-575-4400, or TTY number 519-575-4608 to request an alternate format.