Manager, Corporate Contact Centre Operations
Top Benefits
About the role
Status
Regular Full-Time
Temporary - Approximate length of assignment, in months
Type of Position
an Addition to Staff
Start Date
Immediate
Salary
Annually
Salary Grade
$128,198.00 - $150,794.00
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Director, Customer Experience, leads a multi-channel customer service team to deliver high-quality, consistent service across phone, email, live chat and in-person interactions. This role is responsible for developing and executing customer service strategies aligned with corporate goals, managing daily contact centre operations, preparing reports/presentations to support service delivery, and driving continuous improvement through performance analysis and customer feedback. With a customer-centric mindset, the Manager continuously prioritizes and works to enhance customer satisfaction and overall experience for all York Region customers.
WHAT YOU'LL BE DOING
- Leads the delivery of high-quality, multi-channel customer service (phone, in-person, live chat, email) for York Region, ensuring prompt, courteous, and accurate support at the first point of contact.
- Applies change management strategies to guide teams through evolving technologies, service models, and organizational priorities.
- Manages escalations and issues management ensuring timely, effective solutions.
- Oversees Customer Relationship Management System for the Contact Centre including case management, performance monitoring and reporting, workforce optimization, knowledgebase, and continuous improvements.
- Optimizes resource allocation and schedule development using forecasting techniques, workload management tools and appropriate technology and monitors and measures performance to ensure service levels are sustained. Works with digital transformation and technology teams to ensure that technologies and systems are functioning, stable and current to ensure a high-quality response, optimal system performance and reporting accuracy.
- Designs, plans, evaluates, and reports on customer service performance indicators and utilizes reporting tools to monitor performance and adherence to industry and Regional standards, policies and service levels, developing new reports and tools, as required.
- Reviews and analyzes customer requirement and satisfaction studies; makes recommendations and implements process improvement initiatives.
- Helps develop and implement corporate-wide Customer Experience Plan ensuring goals, expectations and feedback are properly tracked and measured.
- Prepares technology disaster recovery and contingency plans for various Contact Centre systems in conjunction with IT and technology staff.
- Communicates Contact Centre services and partners with departments to identify service delivery improvements, streamline processes, and align with customer service best practices.
- Coordinates communication with Regional Departments to ensure that information on the internet, intranet, and the call centre knowledge base is timely and accurate
- Develops and manages ongoing training programs for Contact Centre staff, collaborating with Regional departments to evaluate, plan and forecast training needs that support operational readiness and service excellence.
- Assists the Director in preparing, recommending, monitoring and controlling the Branch budget; oversees the business unit annual budget, special project budgets, and work plans. Continually monitors expenditures to ensure compliance to budget and the effective and efficient use of resources.
WHAT WE'RE LOOKING FOR
- Successful completion of a University Degree or approved equivalent combination of education and experience.
- Minimum five (5) years demonstrated experience in a call centre environment or service delivery and demonstrated minimum of two (2) years of direct supervisory experience.
- Demonstrated knowledge of relevant Legislation, Standards, Acts and Regulations.
- Knowledge of call centre technologies including Knowledge Management, CRM, Call Recording and Workforce Management systems, Queuing theory and Caller Behaviour theory.
- Ability to demonstrate the Region’s leadership and corporate core competencies.
- Supervisory and human resource management skills, knowledge of collective agreement administration and interpretation, labour relations principles and practices and relevant employment legislation.
- Excellent interpersonal skills and ability to connect with a range of internal and external partners while focusing on fostering collaborative work relationships.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
October 13, 2025
of Hires Needed
1
Union
Non Union Staff
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.
Manager, Corporate Contact Centre Operations
Top Benefits
About the role
Status
Regular Full-Time
Temporary - Approximate length of assignment, in months
Type of Position
an Addition to Staff
Start Date
Immediate
Salary
Annually
Salary Grade
$128,198.00 - $150,794.00
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Director, Customer Experience, leads a multi-channel customer service team to deliver high-quality, consistent service across phone, email, live chat and in-person interactions. This role is responsible for developing and executing customer service strategies aligned with corporate goals, managing daily contact centre operations, preparing reports/presentations to support service delivery, and driving continuous improvement through performance analysis and customer feedback. With a customer-centric mindset, the Manager continuously prioritizes and works to enhance customer satisfaction and overall experience for all York Region customers.
WHAT YOU'LL BE DOING
- Leads the delivery of high-quality, multi-channel customer service (phone, in-person, live chat, email) for York Region, ensuring prompt, courteous, and accurate support at the first point of contact.
- Applies change management strategies to guide teams through evolving technologies, service models, and organizational priorities.
- Manages escalations and issues management ensuring timely, effective solutions.
- Oversees Customer Relationship Management System for the Contact Centre including case management, performance monitoring and reporting, workforce optimization, knowledgebase, and continuous improvements.
- Optimizes resource allocation and schedule development using forecasting techniques, workload management tools and appropriate technology and monitors and measures performance to ensure service levels are sustained. Works with digital transformation and technology teams to ensure that technologies and systems are functioning, stable and current to ensure a high-quality response, optimal system performance and reporting accuracy.
- Designs, plans, evaluates, and reports on customer service performance indicators and utilizes reporting tools to monitor performance and adherence to industry and Regional standards, policies and service levels, developing new reports and tools, as required.
- Reviews and analyzes customer requirement and satisfaction studies; makes recommendations and implements process improvement initiatives.
- Helps develop and implement corporate-wide Customer Experience Plan ensuring goals, expectations and feedback are properly tracked and measured.
- Prepares technology disaster recovery and contingency plans for various Contact Centre systems in conjunction with IT and technology staff.
- Communicates Contact Centre services and partners with departments to identify service delivery improvements, streamline processes, and align with customer service best practices.
- Coordinates communication with Regional Departments to ensure that information on the internet, intranet, and the call centre knowledge base is timely and accurate
- Develops and manages ongoing training programs for Contact Centre staff, collaborating with Regional departments to evaluate, plan and forecast training needs that support operational readiness and service excellence.
- Assists the Director in preparing, recommending, monitoring and controlling the Branch budget; oversees the business unit annual budget, special project budgets, and work plans. Continually monitors expenditures to ensure compliance to budget and the effective and efficient use of resources.
WHAT WE'RE LOOKING FOR
- Successful completion of a University Degree or approved equivalent combination of education and experience.
- Minimum five (5) years demonstrated experience in a call centre environment or service delivery and demonstrated minimum of two (2) years of direct supervisory experience.
- Demonstrated knowledge of relevant Legislation, Standards, Acts and Regulations.
- Knowledge of call centre technologies including Knowledge Management, CRM, Call Recording and Workforce Management systems, Queuing theory and Caller Behaviour theory.
- Ability to demonstrate the Region’s leadership and corporate core competencies.
- Supervisory and human resource management skills, knowledge of collective agreement administration and interpretation, labour relations principles and practices and relevant employment legislation.
- Excellent interpersonal skills and ability to connect with a range of internal and external partners while focusing on fostering collaborative work relationships.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
October 13, 2025
of Hires Needed
1
Union
Non Union Staff
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.