Overview

Manager, Service Peel Corporate Services - Communications

Status: Regular Full Time

Salary Range: $139,474 - $174,342 per annum plus comprehensive perks

Hiring Range: $139,474 - $156,908 per annum plus comprehensive benefits

Work mode: Hybrid* see below for more details about this work mode.

Location: 10 Peel Centre Drive, Brampton

Hours of work: 35 hours per week

At the Region of Peel, we are committed to delivering exceptional, accessible, and efficient service experiences for our residents through innovative, customer-focused service delivery. As Manager Service Peel, you will lead a high-performing team responsible for delivering frontline services across multiple channels while advancing service excellence, operational effectiveness, and continuous improvement initiatives.

The Opportunity: The Manager Service Peel provides strategic and operational leadership for the Region's multi-channel service delivery operations, including the Customer Contact Centre and Access Peel locations. The role oversees service delivery that connects residents to Regional programs and services, ensuring a consistent, responsive, and high-quality customer experience across phone, email, and in-person channels.

As a key member of the Customer Experience leadership team, the Manager drives service innovation, operational performance, workforce effectiveness, and business process improvements. The role works collaboratively across the organization and with external partners to implement service delivery solutions that meet evolving customer needs and support the Region's commitment to service excellence.

Responsibilities:

Leadership & Operations

- Lead the day-to-day operations of the Customer Contact Centre and Access Peel locations.
- Ensure service delivery standards are achieved through effective resource planning, workforce management, and performance oversight.
- Foster a culture of service excellence, accountability, continuous improvement, and employee engagement.
- Provide leadership, guidance, coaching, and development to Supervisors, Trainers, Quality Analysts, Business Analysts, and other staff.
- Support recruitment, performance management, employee development, and succession planning activities.

Customer Experience & Service Excellence

- Champion a customer-centric approach that delivers outstanding client experiences across multiple service channels.
- Identify opportunities to improve service delivery, streamline processes, and enhance first-contact resolution.
- Monitor and analyze customer service performance metrics and implement strategies to improve outcomes.
- Ensure service level agreements, operational standards, and performance expectations are established and maintained.

Strategic Planning & Partnership Development

- Collaborate with senior leaders, internal departments, local municipalities, community agencies, and external stakeholders to support service delivery objectives.
- Contribute to operational and strategic planning initiatives that support organizational priorities and future service delivery models.
- Lead and participate in transformation initiatives aimed at modernizing customer service operations.
- Build and maintain strong working relationships that enable effective service delivery across multiple programs and jurisdictions.

Emergency Management & Business Continuity

- Maintain the Public Inquiry Centre Sub-Plan in accordance with the Region of Peel Emergency Plan.
- Serve as the Public Inquiry Coordinator and provide leadership for Public Inquiry Centre operations during emergency situations.





Financial & Administrative Management

- Support the development and management of operating and capital budgets.
- Monitor financial planning and reporting activities for assigned service areas.
- Evaluate operational effectiveness and provide recommendations to enhance efficiency, service quality, and customer outcomes.

Qualifications:

- Post-secondary degree or diploma with a minimum of 8 years experience in a call centre environment or an equivalent combination of education and experience
- Minimum 5 years demonstrated leadership as a call centre professional and experience in people management with a proven ability to motivate, engage and influence others
- Demonstrated experience leading operational improvements, service excellence initiatives, and organizational change.

Skills & Competencies

- Exceptional leadership, coaching, and people management skills.
- Strong customer service orientation and commitment to service excellence.
- Superior analytical, problem-solving, and decision-making abilities.
- Excellent written and verbal communication skills.
- Strong relationship-building, influencing, and stakeholder management capabilities.
- Proven project management and organizational skills.
- Strong financial acumen and budget management experience.
- Political acuity with the ability to manage complex stakeholder environments.
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- Knowledge of call centre industry standards, technologies, and best practices.
- Experience with telephony systems and workforce optimization software.
- Experience within the public sector, municipal environment, or multi-service customer contact operations.

Be bold. Think big. Join us. Perks That Make Work Fun (and Your Life Easier)!

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:

- Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!

- OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.

- Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!

- Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.

- Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.

- Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!

- Supportive, Respectful Culture: Work in an environment where leadership truly cares, and inclusivity is celebrated.

- Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.

We’ve got you covered — because we know happy, healthy people do their best work! In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve.



This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies. The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.

Interview: Our recruitment process will include video conference technology

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

If this opportunity matches your qualifications and experience, please apply on-line.

About Us

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses. We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking.

At Peel

Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.

Additional Information

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact [email protected] Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly.

If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.

📌 Manager Service Peel (Brampton)
🏢 Regional Municipality of Peel
📍 Brampton