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

Union:
Non-Union

Job Number: J

Job Title: Director, Contact Centre

Job Type: Permanent Full Time

City, Province, Country: Toronto, Ontario, Canada

Job Location: Toronto

Job Category: Executive

Job Classification: M4

Role Designation:

Open Positions:

Posting Date: April 16, 202

Closing Date: April 24, 202

Salary: $139, $180,974.00/YearLegal 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.

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:

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 multi-language 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

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