Job summary

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 strong 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

Job description

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

How to apply

If you are interested in this role, click the link below to review the full posting and apply through the City of Toronto careers page .

Apply