City of Burnaby Hiring for Senior Manager, Customer Service Centre at Burnaby, BC Full Time

As the third largest City in British Columbia, the City of Burnaby is committed to creating and sustaining the best quality of life for our entire community. As a City, we provide facilities and services that support a safe, connected, inclusive, healthy and dynamic community. With this in mind, comes great responsibility – we seek likeminded individuals who are passionate about the community, work with integrity and respect, and are innovative when it comes to the work and services Burnaby provides to our citizens.

Are you an experienced professional with strong management skills, solid customer service background, and an entrepreneurial spirit? Have you ever wanted an opportunity to build something from the ground up, and blaze your own trail to success? Our Senior Manager, Customer Service Centre position might be just what you are looking for.

We have a newly established management opportunity in the City’s Office of the CAO. Reporting to the Deputy Chief Administrative Officer, you will be responsible for leading and managing the implementation, start-up and operation of the City’s new Customer Service Centre. This is a unique opportunity to help craft how customer service should work at the City. You will be able to build your own team and establish a positive culture. If you’ve worked in customer service before, you know the challenges that come with the job; and, maybe you’ve even thought, “if I could just do things differently, we’d be so much more successful…” This is your opportunity to do exactly that!

In this role, you will be empowered to define the City’s customer service processes and operational model. You will lead a team of customer service professionals and assist with their training, deliver coaching and offer guidance. You will oversee and implement the transition of business processes within the service centre by liaising with city departments and/or vendors. You will have autonomy in your role, while receiving support from high-performing colleagues and open-minded executive leaders. You will also represent the department at grievance hearings, arbitrations and labour management meetings; be involved in strategic planning; develop improved processes, utilize systems and computer applications to manage client services, maintain information and statistics, respond to Freedom of information requests, and support continuous improvement in service delivery. Performs related work as required.

The City is a modern workplace that enjoys a hybrid remote working schedule, extended health and dental benefits, a pension program, in-house professional and leadership development, and subsidies for professional accreditation. When you are in the office, you get to work in one of the lower mainland’s most beautiful areas. Burnaby’s Deer Lake Park is only a few steps away from City Hall, and features running, walking and hiking trails, water sports, and an abundance of natural beauty. Staff are provided dedicated, free parking on-site – with EV chargers available.

Required qualifications include a relevant Bachelor’s degree and 5 years of related experience or, an equivalent combination of academic training and relevant management experience. The role requires thorough knowledge of all aspects of customer service centre implementation, operations, and contact centre technologies. This includes data analytics, a variety of software applications, Customer Relationship Management (CRM) systems, Telephony systems/software (Cisco Finesse) or preferably related systems, work order management systems experience (e.g. Hansen) and, case management software. Driver’s License for the Province of British Columbia is required. The ideal candidate is a clear and effective communicator with the ability to prepare high-level written summaries, recommendations, and presentations for management review and decision-making.

Please submit your application online by November 21, 2022.

All external applicants are required to be fully vaccinated for COVID-19 as a condition of hire. External applicants who are not able to obtain a COVID-19 vaccine for a reason related to a personal characteristic protected by the BC Human Rights Code can request an accommodation at any time during the recruitment process. City of Burnaby employees can refer to our COVID-19 Vaccination Policy for City staff.

Copies of relevant professional certificates or degrees will be required at the time of the interview.

We thank all candidates for applying, but only those short listed will be contacted.

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online.