Salary:   $57,490.67 – $70,172.45 

(Management – Grade Level 5)

File:         TCHC#09HSE92   

hsi solutions (Housing Services Inc.) is a major provider of construction, maintenance and contact centre solutions to property managers and owners.  We bring success to our customers by embracing the values of quality customer service, “value for money”, integrity, innovation and diversity.  Our employees are committed to providing cost-effective, timely and reliable services and are continuously challenged to improve our processes and standards.

hsi solutions are a subsidiary corporation of Toronto Community Housing (TCHC).

Position Summary

The Coordinator, Contact Centre is primarily focused on the performance management and development of a team of frontline Agents within the Contact Centre’s 24/7/365 operation.  In this role, you will be responsible for monitoring, managing and developing the performance of a team to identified objectives and performance standards.  Your ability to lead, coach and develop employees toward achieving business, professional and personal development goals is complimented by your relationship building skills and operational continuous improvement focus.

Responsibilities 

• Monitors and maintains the key performance indicators for each Agent within an assigned team

• Leads, coaches and develops Agents to meet/exceed performance standards relating to handle time, quality and attendance

• Lends “real time” support to agent escalations and questions

• Owns and handles escalated customer contacts to resolution

• Facilitates team communication that demonstrates correspondence that is consistent, clear and customer focused

• Works with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities

• Liaises with the Director to recommend on-going process improvement

• Maintains current knowledgeable of and complies with industry codes of conduct and client program guidelines

• Identifies and refers customers to team members, internal stakeholders and external contacts as appropriate

• Ensures necessary due diligence is taken to support the accuracy of all customer transactions

• Promotes and incorporates tenant participation, community development, anti-racism and anti-ableism in all work practices

• Assists with “overload” calls to ensure minimal hold times down

• Qualifications

• Strong Leadership skills with demonstrated ability to lead, motivate, coach and develop teams

• Supervisory/ managerial experience in a Customer Service Contact Centre is preferred

• Practical knowledge of property management and maintenance service delivery

• Trade school education or equivalent job related experience

• Highly developed interpersonal, conflict resolution, problem solving and communication skills

• Highly effective organizational abilities

• Ability to influence, negotiate and resolve complex customer escalations

• Previous experience facilitating performance management is preferred

• Proficient with Window XP, MSWord, MS Excel and Groupwise Mail

• Strong organizational and time management skills

• Demonstrated pro-activity and initiative

• Excellent customer service and interpersonal skills with the proven ability to communicate respectfully with clients, customers, vendors and staff; interact effectively with staff and managers within TCHC

• Ability to work shifts

Toronto Community Housing is committed to equity in employment.  Housing Services Inc. (hsi) strongly supports this commitment. Our goal is a diverse, inclusive workforce that reflects the communities we serve.  We strongly encourage applications from women and men, people from racialized communities, visible minorities, persons with disabilities and aboriginal persons.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to:

human.resources@torontohousing.ca.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

                              Toronto Community Housing Corporation

                              931 Yonge Street, 4th Floor

                              Toronto, Ontario M4W 2H2

                              Fax: (416) 981-4260

                              E-mail: Human.Resources@torontohousing.ca