Customer Service $112,600 jobs in Lively, ON

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General Accountabilities:

• Reporting to the Customer & Business Services Manager (C&SBM)
• Supervise and administer the work of staff. Support the department in the development and management of business processes.
• Manage the zones tracking system processes.
• Develop and implement department performance tracking and reporting systems and processes.
• Respond and resolve escalated customer issues and expedited requests.
• Plan, organize, schedule, assign and control work and responsibilities of assigned staff.
• Coach, monitor and assess team performance objectives.
• Develop, implement and maintain methods, standards and procedures for carrying out the work.
• Recommend on staffing requirements, participate in the selection process and be responsible for job training and development.
• Review staff performance and initiate effective recommendations on pay, promotion, transfer, discipline and/or termination.
• Deal with problems relating to the interpretation and application of the Collective Agreement.
• Ensure staff apply the processes appropriate for the Distribution Lines organization.
• Ensure processes are carried out consistent with the application of policies, internal and control requirements, statues and regulations.
• Plan, organize, and schedule assignments to ensure an appropriate distribution of workload.
• Provide guidance, as required maintain a check on progress and accuracy and be responsible for work quality and productivity.
• Schedule and authorize overtime and miscellaneous expenses.
• Support the Region in the development, analysis and management of business processes.
• Solicit input from customers and employees to continuously improve processes and recommend implementation.
• Develop and implement department performance tracking and reporting systems and processes.
• Coordinate with service providers all aspects of site telephone and LAN communications and aq related office automation needs.
• Work with service providers to provide office accommodation services which include space planning, acquisition of furniture and office equipment and supplies needs.
• Maintain minor fixed asset inventory of all relevant office equipment.
• Investigate and respond to expedited inquires and escalated customer issues.
• Perform other duties as required.

Selection Criteria

Essential Knowledge:

• Requires knowledge of business administration, data communications and database management to develop and implement performance system requirements and business processes.
• Requires good communication skills to communicate effectively with internal and external contacts.
• This knowledge is considered to be normally acquired through the completion of Grade XII plus 3 years' further concentrated study.
• Requires a good understanding of the retail distribution systems, operations and the interrelationship between organizations such as Customer Communications Centre, Workforce Deployment, Engineering services and other Business Units.
• Requires experience with business information systems, software applications and computer hardware to develop and implement performance systems.
• Requires experience to be familiar with network communications, procedures, standards and work routines. Requires experience to understand the specifics of the various computerized systems and their interrelationship with other systems.
• Requires experience to be familiar with the business in order to make effective recommendations on systems to support its operations.
• Requires experience to be familiar with effective training approaches and methods and with documenting training procedures.
• Requires experience in a supervisory capacity.
• A period of over 6 years and up to and including 8 years is considered necessary to gain this experience.

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