Contract - Customer Communications Leader - (CUS007E)
Employee Status: Regular
Office Name: Oakville NOC
CUSTOMER COMMUNICATION LEADER
(Contract – up to 12 months)
$72,275 - $93,860 per annum
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
Our Customer Contact Operations Office is seeking a Contract - Customer Communication Leader to coordinate controls, and directs the quality and delivery of customer communications concerning service status and planned and unplanned service events in close cooperation with other operational departments (i.e. Rail Services, Bus Services, Transit Enforcement, and Station Operations).
Coaching and developing employees to ensure a high quality of delivery in customer communications and achievement of performance goals.
Establishing and maintaining an engaged workforce through motivating and effectively communicating.
Ensuring communications to customers are timely accurate, clear and informative, consistently delivering on the principles of customer communication.
Providing leadership and guidance to staff to ensure they are obtaining and interpreting operational information to identify situations affecting service delivered to customers and determining customer communication required in relation to these incidents.
Monitoring service information for quality and consistency with corporate guidelines.
Developing and recommending improvements to customer service status communications.
Collaborating with business partners and proactively represents the GO Transit customer to ensure new service and initiatives are communicated effectively to the customer and Customer Care team.
Note: Customer Communications Leaders work on a 24/7/365 supervisory model. The successful candidates must be able to work various shifts and off days, including but not limited to nights, weekends & statutory holidays
Location Oakville, Ontario
Completion of a diploma in Business Administration or related field or a combination of education, training and experience deemed equivalent
Minimum four (4) years of progressively responsible experience in a communications role within public transit
Call Centre operations certification would be an asset
Knowledge of legal and regulatory requirements
Principles and practices of transit planning and service delivery and/or knowledge of Rail and/or Bus Operations would be an asset
Experience addressing customer and operational communications issues to meet customer and operational needs
Leadership and motivational skills to lead a team and influence business partners in more senior positions
Technical analysis skills and proficiency in the use of MS Office and other software applications
Interpersonal and oral/written/presentation communication skills
To apply for this position, please submit your resume no later than April 02, 2020
Please note that applicants must be legally entitled to work in Canada. Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.
Please be advised, Metrolinx uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition. Please be advised that a Criminal Record Search may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
AN EQUAL OPPORTUNITY EMPLOYER
Closing Date (Period for Applying) - External: 02-Apr-2020