Metrolinx Hiring for Assistant Manager, Customer Support (CSD) at Canada Full Time

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

Metrolinx Customer Care is committed to representing the voice of the customer and enhancing the customer experience for all Metrolinx customers. We are seeking an Assistant Manager to provide service excellence leadership to the team working within Customer Service Delivery. The Assistant Manager will lead a team that is instrumental in the identification and assessment of initiatives and projects that will enhance the delivery of service to PRESTO, GO Transit and UP Express customers. The Assistant Manager will have direct accountability of a team between 8-10 senior level employees who work both on operational improvements as well as strategic initiatives to increase ridership and customer satisfaction

What will I be doing?

Manage the establishment, deployment and monitoring of projects and initiatives to deliver improvement to customer satisfaction, operational processes, employee engagement in collaboration with staff, clients, vendors and stakeholders to achieve Corporate and Customer service delivery objectives

Through oversight and leadership, ensures that all Metrolinx Contact Centre’s use the most optimal tools and technology to drive self-serve and efficiencies to reduce costs while improving quality. Leads projects/initiatives to optimize service across the Contact Centre’s

Assist in the development/management of all customer facing UAT testing cases for Metrolinx releases. Ensure that they are completed on time and that results are shared appropriately to identify potential issues.

Assist in the preparedness of Quality Assurance for releases to ensure that exceptional customer service is provided across Contact Centres for all customer interaction channels.

Assist in the management and oversight of an outsourced contact centre that provides all channel customer support; monitors contractor performance against contractual obligations and agreed upon terms of the service level agreement . Assists in the definition and monitoring and maintenance of customer care standards and related key performance indicators (KPIs)

Reviews and interprets various data, metrics, trends, and forecasts to enhance operating standards and planning strategies that support ongoing and increasing customer volumes associated with the growth across all of the Transit Providers

Provides leadership to staff and project teams; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; manages and monitors staff work assignments for adherence to guidelines

Responsible for the coaching and development of a team with a goal of the improvement of service delivery on all brands

Develops and maintains an environment of positive collaboration through strong working relationships and linkages amongst business units, departments, Metrolinx and our external partners, i.e. the Transit Service Providers and various Vendors; creates and delivers regular status and other progress reports with operational metrics to leadership and other stakeholders

Represents the Customer (across all Brands) in all internal and external discussions, ensuring that all changes have the customers’ perspective including any risks, or impacts are taken into consideration

Builds and participates in internal partnership meetings with a representation of all brands, taking a take a customer centric view; champions quality and service-related goals

Collaborates with partners, stakeholders, and internal divisions to evolve the Incident Management and Problem Management processes.