Contact Centre Coordinator at City of Winnipeg

Under the general supervision of the Customer Services Supervisor, the Contact Centre Coordinator is directly responsible for the scheduling, assigning tasks, and performance of customer service representatives and team leads.

The Contact Centre Coordinator delivers and documents regular quality and performance sessions, coaching, and mentoring to all Contact Centre team members to ensure adherence to the established process. In addition, deliver training during onboarding of new staff or ongoing, and update work procedures as approved. This position is an in office position at our main Client Services location.

As the Contact Centre Coordinator, your duties will include:

• Supervises the daily activities of the Transit Plus Contact Centre team.
• Administers the Contact Centre Quality Assurance Program
• Provides coaching, mentoring, and initial/ongoing training to staff.
• Produces and manages the Contact Centre schedule.
• Manages escalated and/or complex issues in the Contact Centre.

Your education and qualifications include:

• Post-secondary diploma/degree in a related field (i.e Business, Human Resources, etc.).

• Four (4) years of experience working in a contact centre environment.

• Two (2) years of experience providing customer service in a position requiring daily contact with the public.

• Three (3) years’ experience directly supervising, coaching and developing employees.

• obtain working knowledge of SharePoint within first six months of employment.

• Ability to communicate effectively both verbally and in writing

• Excellent interpersonal skills with the ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts and the public, in accordance with the Respectful Workplace Standard.

• Problem solving skills with the ability to gather pertinent information and exercise sound judgement.

• Conflict resolution skills with the ability to maintain composure and de-escalate customer situations.

• Ability to perform work that is detailed in nature requiring a high level of accuracy.

• Ability to effectively work independently, with minimal supervision.

• Effective organizational and time management skills including the ability to organize, plan, and prioritize work to meet deadlines and performance standards in a fast-paced environment.

• Ability to maintain confidentiality with respect to dealing with sensitive documents and employee issues.

Knowledge of SPARE and Genesys Cloud would be an asset, or the ability to acquire the knowledge within a six month period of starting the position.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://canalliance.org/en/ at application.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check with Vulnerable Sector Check satisfactory to the employer will be required from the successful candidate, at their expense, when requested.
• Must be available for a variety of shifts including days, evenings, weekends and holidays as required to support business operations.