Job Summary

MiWay is seeking an inspiring team-oriented Customer Service leader skilled in championing strategic customer priorities, achieving customer service objectives, and implementing programs to improve the customer experience.  
 

MiWay is modernizing its approach to delivering enviable customer experiences and integrating new processes and technologies. This role is integral in leading the customer service team to deliver high quality customer service interactions on a day-to-day basis, as well as preparing the team for the future of rapid transit integration.
 

The successful candidate will demonstrate excellent communication and collaboration skills, a high degree of emotional intelligence, innovative spirit and passion for delivering service excellence.

Duties and Responsibilities

Reporting to the Manager, Customer Experience & Innovation, this position is responsible for strategically positioning the Customer Service Team to deliver efficient, high-quality, and seamless customer service across the phone, web, in-person and digital channels. A high degree of coordination and collaboration with various stakeholders is essential for success.

Daily Operations

• Lead the Customer Service Team to achieve objectives through supervision, training, hiring and performance management of Customer Service Representatives who deliver support to customers on the phone, by email, through social media and in-person at the City Centre Transit Terminal Information Booth and at other transit locations through the Roaming Ambassador program
• Oversee all Customer Service operations, including but not limited to: staffing, processes and procedures, collaboration with other business units, performance management, recognition, quality assurance reviews, team meetings, coaching and training
• Daily review and monitoring of the team’s performance measures (efficiency and quality), to gauge success and identify trends, potential issues and opportunities for service delivery improvements and to ensure a high level of customer satisfaction

Stakeholder Management & Labour Relations 

• Work with various stakeholders, including customers, customer experience and innovation team, and operations team, to understand and resolve issues in a high quality, timely manner
• Manage correspondence received from the public, outside agencies, the Mayor and Councillors' offices and to telephone and in-person requests/inquiries
• Oversee the administration of the collective bargaining agreement including ensuring compliance, resolving issues and grievances, and working closely with HR, Employee & Labour Relations, to represent the City’s interests in collective bargaining, mediation, arbitration and at tribunals

Strategic Positioning & Project Management

• Lead the implementation of the customer service strategy and projects that improve the efficiency and effectiveness of the team, improve customer satisfaction ratings, foster an engaging and rewarding workplace, improve decision making and reduce customer complaints
• Drive continuous improvement initiatives including standard operating procedures, system changes, and advanced analytics
• Support the planning and delivery of customer service on Rapid Transit 
• Lead business outreach to promote the MiWay brand, and to educate and inform customers of MiWay services
• Champion MiWay’s Strategic Plan and Customer Charter Commitments
• Support various special project requests as required

Skills and Qualifications

• University degree in Business Administration, User Experience Design, Marketing and Communications or a related discipline.
• 5 to 7 years experience leading teams with a solid customer focus and demonstrated ability to inspire, empower, develop, and performance manage employees. Experience managing multi-channel contact centre with greater than 10 agents is an asset
• 5 to 7 years of experience leading modernization projects that demonstrate a strong sense of initiative and the ability to multi-task in a dynamic work environment
• Experience managing staff in a unionized environment and expertise in the area of labour relations and collective agreement administration is preferred
• Comprehensive knowledge of human rights and employment legislation including but not limited to Ontario Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act
• A self-starter and a team player with excellent communication and interpersonal skills who encourages and supports teamwork, collaboration, and recognition
• Excellent customer service skills and the ability to conduct oneself with tact and diplomacy within a political environment along with an understanding of equity, diversity, inclusion and cultural competency
• Strong understanding of technology around customer relationship management, workflow management, customer satisfaction metrics and data management
• Must have the ability to travel and to work flexible hours including weekends, early mornings and evenings as required
• Experience with change management is an asset