MANAGER 311 OPERATIONS

• Job ID: 63871
• Job Category: Customer Service
• Division & Section: Customer Experience, 311 Contact Centre
• Work Location: Metro Hall, 55 John Street, Toronto, ON, M5V 3C6
• Job Type & Duration: Permanent, Full-time vacancy

• Salary Range: $126,000.00 to $176,140.00, TM1567, Wage Grade 8.0

  Hiring Zone: $136,453.00 to $147,944.00

• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 04-May-2026 to 18-May-2026
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Join an exciting team undergoing a major transformation. We’re looking for an innovative manager to lead digital transformation and change management initiatives while driving improvements across our contact center operations.

Major Responsibilities:

Reporting to the Director Channel Operations, the Manager 311 Operations:

• Provides effective management and organization of all 311 divisional operations by ensuring an excellent customer experience for all 311 service channels
• Manages, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work to optimize operations and provide value for money.  Authorizes and controls vacation and overtime requests.  Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
• Analyzes scheduling needs on a weekly basis to ensure adequate phone coverage and compares weekly schedules to workforce management recommendations for accurate implementation
• Works in collaboration with staff across the division and with external partners and contributes to the analysis, evaluation, implementation and continuous improvement of processes, systems and tools used for workforce planning, monitoring and forecasting.
• Lead enterprise change management initiatives by developing and executing structured change strategies, communication plans, and stakeholder engagement models to drive adoption and minimize disruption.
• Drive digital and operational transformation across the contact center, identifying opportunities to improve customer experience, efficiency, and scalability through new technologies and process redesign.
• Champion innovation by fostering a culture of continuous improvement, encouraging new ideas, piloting emerging tools, and implementing best-in-class contact center solutions.
• Partner with cross-functional teams (IT, Operations, HR, Vendors, Leadership) to align transformation initiatives with business goals and ensure successful delivery.
• Monitors and manages KPI’s such as: Service level (SL) and response time, Average handle time (AHT) within agreed operational thresholds, Quality assurance outcomes, First contact resolution, Customer Satisfaction and compliant trends.
• Use performance data to: Identify operational risks and improvement opportunities, Support coaching, recognition and corrective actions processes, Inform decision-making related to staffing, training and process improvements.
• Provides strategic direction on the future of 311 as it pertains to the division and across the corporation (e.g Business Intelligence, performance metrics, increased accountability).
• Provides leadership by providing operational input into organizational priorities including, contributing as an active member of CXD and stakeholder projects/initiatives.
• Proactively ensures ongoing customer service continuous improvement and service modernization through operational analysis, development, implementation and monitoring of action plans.
• Provides input into draft reports and develops presentations, and other material as needed to communication Channel Operations activities and progress, and support change management efforts.
• Develops performance measurement standards and best practices for staff, track performance by using established quality and efficiency measures for customer service functions
• Leads monthly meetings with core service stakeholders to provide assistance and if necessary, mediate conflicts
• Interacts with all levels of the City and Members of Council, responding to questions/escalations on specific programs, policy and procedural questions
• Organizes and coordinates the community outreach program
• Responds to escalations/issues and monitors operational progress outside of the regular business hours (evenings and weekends)
• Ensures that all employees perform work in accordance with City and divisional policies and the Occupational Health and Safety Act, and ensuring that appropriate action is recommended for those employees who do not work in compliance with the Act
• In conjunction with the Director and Management Team, develop policies and procedures to expedite response and resolution to public enquiries and service requests
• Liaise with Information Technology staff and consultants to ensure optimum system efficiency to support the customer service functions on a 24/7 basis
• Responsible for the establishment and achievement of 311 operational goals and objectives to align with the City of Toronto’s strategic priorities.
• Ensures that employees are provided with and use the appropriate equipment/material/procedures required to perform the assigned duties
• Represents the 311 Division in cross-divisional initiatives and collaborates effectively with external service partners as required
• Develops and refines emergency policies and procedures; to support timely implementations of 311 related activities for the City’s Emergency plan; to coordinate program activities in partnership with other divisions also executing emergency measures; and to support ongoing business continuity activities.
• Ensures compliance with all provisions of collective agreements and divisional regulations
• Assists the Director as required, acting on behalf of and in his/her absence

Key Qualifications:

1. Post-secondary education in a discipline pertinent to the job function or equivalent combination of education and management experience.
2. Extensive experience managing operations in high volume, multi-channel unionized contact-center, service delivery or public sector environment.
3. Experience with CRMS systems, workforce management tool sand performance analytics
4. Extensive experience leading, motivating, and managing teams in a fast‑paced customer service environment, preferably unionized.
5. Strong experience developing and implementing quality management frameworks, including performance scorecards and staff training programs. Proven experience in policy and program development and implementation.
6. Advanced understanding of contact centre operations, including scheduling, standards, and customer service policies
7. Ability to lead and implement proactive change to improve business processes, policies, and operational effectiveness.
8. Demonstrated leadership grounded in accountability, adaptability, continuous improvement, customer focus, teamwork, equity and inclusion, and strong relationship‑building and political acuity.
9. Strong interpersonal, analytical, and conflict‑resolution skills, with the ability to communicate effectively at all organizational levels and across divisions.
10. Working knowledge of applicable legislation, including the Occupational Health and Safety Act, collective agreements, and employment legislation.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.