Director, Contact Centre - Toronto, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Bio
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

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.

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

We are seeking an individual with extensive Contact Centre operational expertise, transformational change management and employee engagement experience with a solid understanding of the principles of modern public sector management.

The Director, Contact Centre will oversee the management of the Contact Centre group, including one manager, a team of supervisors and Contact Centre specialists, representatives and back office staff.

Specific Director, Contact Centre accountabilities include:

All Contact Centre lines of business including Level 1 (Representatives), Level 2 (Specialists), In-Custody, Assisted Applications, Live Chat, Worklist, and all other services
Overseeing the leadership of a team of representatives who provide initial referral, triage and public legal information services
Overseeing the leadership of a team of specialists who make certificate eligibility decisions and service referrals
Managing all Contact Centre interpretation and accessibility services
Working collaboratively with the Director, Intake Operations Support and HR department to ensure effective and timely recruitment, onboarding, training, shadowing and supports for new and existing staff
Leading the development of a holistic employee engagement strategy tailored to a remote contact centre workforce with the aim of improving staff retention and supporting LAO's Equity, Diversity, Inclusion & Belonging goals and obligations
Maintaining and improving service level targets for all lines of business and contributing to the development of enhanced KPIs and service level framework
Maintaining and enhancing an effective culture of continuous improvement through staff coaching, support and streamlining of operational processes and procedures
Ensuring the effective implementation of all Quality Assurance and compliance recommendations as it relates to LAO's Contact Centre call monitoring and intake processes
Ensuring Contact Centre services continue to broaden multilanguage service options and strengthens LAO's active offer of French language services for applicants and clients
Managing Contact Centre group budgeting and forecasting

Required skills & experience
Education

A bachelor's degree in a relevant field; advanced degree (master's or higher) is preferred, however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience, industry certifications, or a combination of education and practical experience will also be considered

Professional experience

Experience in contact centre operations with a minimum of 8 years experience, however, we understand that valuable expertise can be gained through various professional paths
Experience managing multichannel services in a client service environment
Knowledge and experience in data analysis, including using data to support decisionmaking and change management
Proven track record in providing effective operational support to enhance organizational efficiency
Experience delivering improvements in client service delivery
Extensive experience in designing, implementing, and managing strategies to improve operational performance
Proven ability to understand and interpret financial, statistical and performance measurement data

Leadership

Demonstrated track record or effectively leading and managing teams, fostering a positive and inclusive work culture
Demonstrated collaborative leadership style and a history of empowering staff to have confidence in their decision making
Ability to remain calm and conscientious in an often highpressure work environment and manage multiple competing priorities
Strong negotiation skills and a proven ability to build consensus and make principled