Who we are The Office of the Chief Electoral Officer (Elections Ontario) is an independent, non-partisan office of the Legislative Assembly of Ontario, responsible for administering provincial elections, by-elections, and referenda in Ontario.
We are committed to making voting easy and accessible for all electors, while maintaining the integrity, security, and transparency of the electoral process.
Join our team The Communications division is looking for a customer service-oriented, enthusiastic Contact Centre Lead to support phone and email inquiries and escalations from internal and external stakeholders.
The successful candidate will have experience in customer service, leading teams, providing consistent phone and email responses as per established processes, triaging inquiries, and identifying and escalating issues to the appropriate stakeholders for resolution.
Salary Range: $71,563 to $100,052 per year
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
Reporting to the Supervisor, Contact Centre, you will:
- Lead teams to provide consistent phone and email responses to public inquiries based on established processes, FAQs, and online tools.
- Ensure team is creating, tracking, monitoring, distributing, and escalating tickets to the appropriate business owners.
- Review, update and create documentation, FAQs, training materials, and process flows to align with operational processes and legislative requirements.
- Follow processes, as required, adhering to protocols, business processes and operational policies and procedures.
- Escalate issues to stakeholders and subject matter experts for resolution and ensure adherence to service level agreements.
- Provide staff with ongoing training and coaching to ensure excellent customer service is provided to stakeholders.
- Identify trends regarding inquiry issues and report findings to Supervisor/Manager.
- Analyze, create, and extract daily and/or weekly reports and work with internal stakeholders to report on relevant data.
- Provide administrative support as required.
What you need to qualify:
- Minimum of 2-3 years of demonstrated leadership experience in a contact centre, managing teams to provide exceptional customer service.
- Experience handling public inquiries and escalating to the appropriate stakeholders for resolution following established processes.
- Knowledge of call centre practices and processes, including customer service level commitments and protocols.
- Experience using software to create, track and monitor issues for telephony, ticketing and email inquiries.
- Experience developing training manuals, guides, FAQs and delivering training.
- Success in applying project management and planning methodologies using highly developed analytical and problem-solving skills.
- Excellent customer service, interpersonal, written and verbal communication skills.
- Ability to work in a fast-paced team environment while multitasking and ensuring deliverables are met within identified timelines.
- Flexibility to manage a varying work schedule.
- Must be legally entitled to work in Canada.
This position requires in-office presence 5 days per week, based on operational requirements.
Please submit your cover letter and resume as one attachment, quoting File #EO-2024-133 here:
Contact Centre Lead, no later than October 23, 2024.
We thank all applicants for their submission. Only those candidates selected for an interview will be contacted.
Elections Ontario is an equal opportunity employer. We are committed to fostering an inclusive, equitable and accessible environment, where all employees feel valued, respected, and supported.
Under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, we provide accommodations to applicants with disabilities throughout the recruitment and selection process. If you require a disability-related accommodation to participate, please call 1-888-668-8683, send a fax to 1-866-714-2809, TTY at 1-888-292-2312 or email hr@elections.on.ca.