Director, Contact Centre - Toronto, Canada - Legal Aid Ontario
Description
Union:
Non-Union
Open Positions:
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job.
It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO.
LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff.
All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.Primary function:
Legal Aid Ontario (LAO) is currently seeking a Director, Contact Centre to oversee all aspects of LAO's multi-channel client Contact Centre services and to lead the implementation of strategies to enhance service levels, client experience and employee engagement of a large remote workforce.
The strategic focus for the Director, Contact Centre will be to reach more clients faster and more efficiently while maintaining a high quality of services.
This presents an exciting opportunity for an experienced leader with a strong Contact Centre operations background in a client focused service delivery environment.
Key accountabilities:
- All Contact Centre lines of business including Level 1 (Representatives), Level 2 (Specialists), In-Custody, Assisted Applications, Live Chat, Worklist, and all other services
Required skills & experience:
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