Join the City of Toronto as the Manager of 311 Operations, focusing on elevating customer service experiences while leading digital transformation projects. As the 311 Operations Manager, you will oversee the City’s contact centre operations while implementing initiatives that enhance service delivery. Your leadership will ensure effective workforce planning, service quality, and operational improvements across multiple channels.

This role is pivotal in enhancing the City’s engagement with its residents and businesses. Key Responsibilities:

- Direct 311 customer service operations daily
- Lead digital transformation efforts within the contact centre
- Supervise staffing and operational planning




- Evaluate performance metrics including service levels and customer feedback
- Develop quality standards and training protocols Requirements:
- Relevant post-secondary education or management experience
- Extensive experience in multi-channel contact centre operations
- Knowledge of CRM and performance management tools
- Proven leadership in customer service environments
- Solid analytical skills and conflict resolution expertise Drive impactful customer service initiatives while guiding the City of Toronto's 311 Operations to new heights.

📌 Manager for 311 Customer Service Operations (Toronto)
🏢 Tobermory
📍 Toronto