The City of Toronto is hiring a full time permanent Manager 311 Operations in Toronto, Ontario. The leadership position manages all aspects of the 311 contact center while overseeing digital transformation projects and service enhancement initiatives to deliver optimal customer support through diverse service channels. Why this job is a good opportunity

Competitive senior management salary range Permanent full-time position with stable hours Lead major digital transformation and modernization projects Work closely with leadership teams and cross-divisional partners Influence customer service delivery across the City of Toronto Jobs in Toronto, Ontario

Toronto has a large public service sector that depends on strong customer support operations to assist residents and businesses. This role plays a key part in improving access to City services through modern contact centre operations and service delivery improvements. Salary insights

The salary range for this position is $126,000 – $176,140 annually. The role requires employees to work full time for 35 hours every week. Frequently asked questions

What does a Manager 311 Operations do? A Manager 311 Operations leads customer service operations within the City’s 311 contact centre. The role oversees staffing, workforce planning, service quality, operational improvements and digital transformation initiatives while helping deliver robust customer support across multiple channels. Is this a full time job? Yes. The position represents a permanent full-time employment opportunity which requires work at Metro Hall located in Toronto Ontario. What skills are required? Contact centre operations, workforce planning, leadership, digital transformation, change management, customer service management, performance analytics, policy development, conflict resolution,



stakeholder management, operational planning, team supervision, quality management, data analysis, public sector knowledge Employer Name :

City of Toronto Position :

Manager 311 Operations No. of vacancies :

1 Salary :

$126,000.00 to $176,140.00 Employment Type :

Permanent – Full-time NOC code :

63871 Location :

Metro Hall, 55 John Street, Toronto, Ontario, M5V 3C6, Ontario, Canada Oversee daily 311 contact centre operations and customer service delivery Lead digital transformation and operational improvement initiatives Supervise staffing, workforce planning and operational coverage Monitor KPIs including service levels, customer satisfaction and response times Develop performance standards, training programs and quality measures Support emergency response planning and business continuity activities Work with IT teams and external partners to improve systems and tools Lead meetings and assist with conflict resolution Create reports and presentations and leadership updates Make sure that all workplace regulations and internal policies and union contracts are followed. Job requirements

Post-secondary education in a related field or equivalent management background Extensive background managing high volume multi-channel contact centre operations in a unionized or public sector setting Background with CRM systems, workforce management tools and performance analytics Strong leadership background managing teams in fast paced customer service environments The candidate has a deep understanding of contact center operations and their associated service performance standards The candidate shows expertise in Occupational Health and Safety legislation together with the relevant collective agreements Strong analytical, relationship building and problem solving abilities

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