311 Operations Manager
Top Benefits
About the role
Job Number**:** 52996
Are you a dynamic leader passionate about exceptional service delivery? Join our vibrant 311 & Customer Access team, the essential hub connecting residents and employees to vital municipal and employee services! As an Operations Manager, you'll be at the forefront of overseeing service delivery across our three distinct contact centres: 311, Inside Information, and the Service Centre. Reporting directly to the Director, you'll inspire and lead a team of 200 dedicated customer service agents, team leaders, and analysts. This exciting role combines strategic leadership, operational excellence, and impactful relationship management to ensure seamless service execution and deliver outstanding results for our community. If you're ready to make a significant impact and drive innovation in customer access, we want to hear from you!
What will you do?
- Lead, supervise, and develop a high-quality, engaged workforce, fostering employee morale and ensuring a safe workplace
- Set clear objectives and performance standards to build and maintain high-performing teams
- Drive all recruitment activities, from identifying requirements to selecting candidates
- Manage human resource matters, including performance issues and employee development/succession planning
- Make financial decisions related to staffing operational costs
- Contribute to strategic development and translate strategies into unit operational plans
- Achieve strong results in customer satisfaction, productivity, employee engagement, and financial efficiency
- Analyze and resolve operational problems, driving continuous improvement
- Administer operational policies and procedures to achieve organizational goals
- Handle escalated inquiries from various stakeholders, including council and residents
- Lead the development and implementation of service standards and recommend service changes based on trends
- Collaborate cross-functionally and with business partners to enhance service experiences and build trust
- Drive innovation and lead projects to modernize the service
Qualifications:
- Education in Business Administration, Commerce or a related field
- 5+ years of experience in a contact centre environment leading and managing front line leaders, including unionized personnel in a medium sized contact centre
Assets:
- Call Centre Certification or training
- Management; public administration; project management; and/or change management would be an asset
Skills required for success:
- Experience in business partner or client relationship environments, including unionized settings
- Demonstrated ability to lead and manage change, build organizational talent, and empower resources, with a focus on coaching and mentoring leaders and personnel in a unionized team environment
- Proven experience applying industry best practices in contact centres and business partner environments, including analyzing complex data to drive business outcomes and communicate effectively
- Strategic thinking, a solid grasp of HR methodologies, customer service practices, organizational effectiveness principles, and the ability to communicate clearly, collaborate cross-functionally, and lead with accountability and adaptability, even in changing conditions
- Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
- Embracing a culture of equity, diversity, reconciliation and inclusion
- Applicants may be tested
Conditions of employment and work environment:
- Up to: 2 permanent full-time positions
- Hours of work: 36.9 hours per week, Monday - Friday
- Salary: $86,691.58 - $108,363.03 (Annually)
- This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite
- This position is eligible for the EDO program (Earned Day Off)
- Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca**. Learn more about our benefitshttps://bit.ly/COEbenefits.**
Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.
Talent Acquisition Consultant: AS/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
IND 123
Classification Title**:** ML1 - Customer Service Supervisor
Posting Date**:** Jul 25, 2025
Closing Date**:** Aug 4, 2025 11:59:00 PM (MDT)
Number of Openings (up to)****: 2 - Permanent Full-time
Union : Management
Department**:** Service Innovation and Performance
Work Location(s)****: 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.
311 Operations Manager
Top Benefits
About the role
Job Number**:** 52996
Are you a dynamic leader passionate about exceptional service delivery? Join our vibrant 311 & Customer Access team, the essential hub connecting residents and employees to vital municipal and employee services! As an Operations Manager, you'll be at the forefront of overseeing service delivery across our three distinct contact centres: 311, Inside Information, and the Service Centre. Reporting directly to the Director, you'll inspire and lead a team of 200 dedicated customer service agents, team leaders, and analysts. This exciting role combines strategic leadership, operational excellence, and impactful relationship management to ensure seamless service execution and deliver outstanding results for our community. If you're ready to make a significant impact and drive innovation in customer access, we want to hear from you!
What will you do?
- Lead, supervise, and develop a high-quality, engaged workforce, fostering employee morale and ensuring a safe workplace
- Set clear objectives and performance standards to build and maintain high-performing teams
- Drive all recruitment activities, from identifying requirements to selecting candidates
- Manage human resource matters, including performance issues and employee development/succession planning
- Make financial decisions related to staffing operational costs
- Contribute to strategic development and translate strategies into unit operational plans
- Achieve strong results in customer satisfaction, productivity, employee engagement, and financial efficiency
- Analyze and resolve operational problems, driving continuous improvement
- Administer operational policies and procedures to achieve organizational goals
- Handle escalated inquiries from various stakeholders, including council and residents
- Lead the development and implementation of service standards and recommend service changes based on trends
- Collaborate cross-functionally and with business partners to enhance service experiences and build trust
- Drive innovation and lead projects to modernize the service
Qualifications:
- Education in Business Administration, Commerce or a related field
- 5+ years of experience in a contact centre environment leading and managing front line leaders, including unionized personnel in a medium sized contact centre
Assets:
- Call Centre Certification or training
- Management; public administration; project management; and/or change management would be an asset
Skills required for success:
- Experience in business partner or client relationship environments, including unionized settings
- Demonstrated ability to lead and manage change, build organizational talent, and empower resources, with a focus on coaching and mentoring leaders and personnel in a unionized team environment
- Proven experience applying industry best practices in contact centres and business partner environments, including analyzing complex data to drive business outcomes and communicate effectively
- Strategic thinking, a solid grasp of HR methodologies, customer service practices, organizational effectiveness principles, and the ability to communicate clearly, collaborate cross-functionally, and lead with accountability and adaptability, even in changing conditions
- Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
- Embracing a culture of equity, diversity, reconciliation and inclusion
- Applicants may be tested
Conditions of employment and work environment:
- Up to: 2 permanent full-time positions
- Hours of work: 36.9 hours per week, Monday - Friday
- Salary: $86,691.58 - $108,363.03 (Annually)
- This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite
- This position is eligible for the EDO program (Earned Day Off)
- Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton
The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca**. Learn more about our benefitshttps://bit.ly/COEbenefits.**
Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.
Talent Acquisition Consultant: AS/SB
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
IND 123
Classification Title**:** ML1 - Customer Service Supervisor
Posting Date**:** Jul 25, 2025
Closing Date**:** Aug 4, 2025 11:59:00 PM (MDT)
Number of Openings (up to)****: 2 - Permanent Full-time
Union : Management
Department**:** Service Innovation and Performance
Work Location(s)****: 3rd Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4
About City of Edmonton
We’re young, ambitious and building something extraordinary. Located on Treaty 6 Territory and with a population of over one million, Edmonton is one of Canada's youngest and fastest growing cities. We’re building a resilient and diverse economy, attracting the best and the brightest and striving to be a world leader in environmental sustainability. We value quality of life, community safety and a welcoming spirit that embraces new people and new ideas.