Job Description

JOB TITLE: Senior Manager, Service Brampton

DEPARTMENT: Corporate Support Services

POSTING NUMBER: 106873

NUMBER OF POSITIONS: 1

JOB STATUS & DURATION: Full Time Permanent

HOURS OF WORK: 35 hour workweek

LOCATION: Hybrid Model*– when working onsite, you will report to the location of West Tower.

SALARY GRADE: 9

HIRING SALARY RANGE: $142,985.00 - $160,858.00 per annum

MAXIMUM OF SALARY RANGE: $178,731.00 per annum

JOB TYPE: Management and Administration

POSTING DATE: July 24, 2025

CLOSING DATE: July 30, 2025

AREA OF RESPONSIBILITY:

Reporting to the Director, Corporate Support Services External, this role is responsible for the overall performance of the City’s multi-channel, multi-location 24x7 Contact Centre and 311 Service, and Service Brampton Centre(s). Accountable to set, meet and exceed customer service targets that cross all City department lines of business through: building and maintaining strategic internal and external business partnerships, effective leadership of a diverse, high-performing team of service professionals, and the planning and implementation of short and long-range process and technology improvements in alignment with the City’s Customer Service Strategy and I.T. Roadmap. Effectively leads significant change while consistently fostering a customer-oriented service culture and ensuring operational business continuity.

Operations Strategy: Ensures smooth operation and management the City’s multi-channel, multi-location 24x7 Contact Centre and 311 Service, and Service Brampton Centre(s). Oversees forecasting, work force management and technology needs to balance workload and resources across all lines of business, channels and locations. Develops short and long-range business plans, manages and oversees the development of procedures and processes to meet departmental and divisional goals and objectives. Measures operations against others and standard industry technology, service delivery and performance practices. Ensures monitoring and reporting on quality and other performance statistics. Seeks innovations for continuous improvement in alignment with the City’s Customer Service Strategy and I.T. Roadmap. Assesses operational readiness for change, develops strategies, and makes solid recommendations for implementing improvements.

Team Leadership: Recruits and selects employees. Provides direction to employees on the development of service level goals, policies and operating procedures. Fosters a productive team environment by effectively communicating, solving problems, motivating employees, encouraging a culture of service quality and innovation. Oversees consistent delivery of the Contact Centre Service Quality Assurance Program. Provides feedback and coaching for individual and team improvement. Conducts formal performance management processes and annual reviews. Ensures staff training needs are identified and met with timelines.

Customer Service: Leads by example to maintain a work environment that is citizen-centred, where a customer service orientation is strongly held. Sets customer service productivity and quality targets, enables and monitors performance to targets. Provides guidance, advice to resolve escalated customer concerns, ensuring effective investigation, mediation and conflict resolution. Manages or elevates sensitive, contentious, public impacting or political matters as required. Regularly interacts with City department stakeholders, government agencies, public and private sector organizations with a view to maintaining and improving customer relations and service levels.

Relationship Management: Builds and manages strong working relationships with a diverse set of internal and external stakeholder groups: collaborating on key service activities, emerging trends, assessing readiness, business planning and managing change (people, processes and technology) required to implement innovative, integrated customer service enhancements across multiple communication channels.

Communication and Reporting: Communicates effectively with internal and external stakeholders to identify operational needs and evaluate alternate business solutions to meet service goals and objectives. Oversees preparation of meaningful customer service statistics, reports and other communications to staff and business partners, as required. Prepares and presents reports to senior management and elected officials, providing expert advice and making recommendations to influence decision-making for positive outcomes.

Corporate Contribution & Accountability: Manages and controls budget within compliance to meet operational objectives. Provides input to divisional budget based on reported on trending and emerging service needs. Leads and implements enterprise projects and service initiatives that align with departmental goals and corporate Customer Service Strategy priorities. Anticipates, assesses and evaluates risk factors that affect the division, such as technological and organizational practices, and recommends strategies to control risks and improve quality of service and efficiencies. Applies knowledge of collective agreements, City policies and practices, legislation, regulations and Standard Operating Procedures. Provides subject matter expertise and leadership to ensure 24x7 Contact Centre and 311 Service business continuity, mission critical within Brampton’s Emergency Management Office’s overall City business continuity and emergency management program.

SELECTION CRITERIA:

EDUCATION:

• Post-secondary degree or diploma (2 plus years) in Business Administration, Marketing or Communications or similar, or equivalent in work experience.

EXPERIENCE:

• 7 years call centre operations experience
• 5 years managerial experience in a multi-channel customer service/contact centre environment; public sector and unionized environment an
• Thorough knowledge and hands-on experience in contact centre operations and work force management methodologies, best practices and technologies.
• Solid experience in staff planning, forecasting, scheduling, solving problems and leading change in a unionized customer service environment.

OTHER SKILLS AND ASSETS:

• Excellent English verbal and written communication skills Well-developed employee and public relations skills
• Proven ability to analyse, develop and produce reports from existing systems to make operational decisions and recommendations to senior leaders.
• Able to work flexible hours and be on-call, in a 24/7 call centre environment

****Various tests and/or exams may be administered as part of the selection criteria.

#LI-Hybrid

Interview: Our recruitment process may be completed with video conference technology.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.

If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106873 by July 30, 2025 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

Please be advised, the City of Brampton 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.

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