Position Summary: As a successful Intraday Coordinator you will be responsible as communications business partner for Customer Operations customer channels and support teams by developing analysis, prepare communications, recommend/implement continuous improvements, process documentation, and change management that has direct impact on improving customer experience. Position Responsibilities: Supports day-to-day operations of a world class Customer Service Team, Digital channels, customer channels, and support teams Complete audits report in relation to CEO/CFO certification Continuously improve technologies, processes, and communication with a focus on improving employee and customer experience Meet and/or exceed all department tasks within defined time frames (projects, exceptions, documentations, etc.). Develop analysis, prepare communications, recommend/implement continuous improvements, process documentation, and change management to be presented in various formats Be a business partner between Workforce Management team and Customer Operations Managers/stakeholders across lines of business. Other duties assigned by management Qualifications: Completion of a post-secondary education or equivalent Change management and/or communication experience working with a 100+ employees Change management and/or communication certification an asset Must have a minimum of 2 years previous experience in an inbound call centre or customer operations environment Proficient with MS Office, Internet, Avaya, scheduling software, knowledge base software, CRM, IVR, etc. Exceptional business writing and verbal communication skills (including presentation skills) Ability to interact with colleagues in a team-oriented environment Demonstrate ability to listen, identify, evaluate, and take initiative consistently Ability to excel in a fast-paced environment, meticulous attention to detail, work under pressure in a structured environment, tight deadlines, and repetitive tasks Ability to use initiative and good judgment for conflict resolution Experience working in a unionized environment an asset Our Offer: 407 ETR usage (taxable benefit) Competitive salary Community culture Expect excellence: Collaborative team, learn, and grow with a high-performance team About 407 ETR Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 407 International Inc. is the sole shareholder of 407 ETR and is owned by: Canada Pension Plan Investment Board (CPP Investments) through indirectly-owned subsidiaries (50.01%); Cintra Global S.E. which is a wholly-owned subsidiary of Ferrovial S.A. (43.23%); and AtkinsRéalis, formerly known as SNC-Lavalin (6.76%). Learn more at 407etr.com. Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole. Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive. Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. In 1999, 407 International became the owner of the 407 ETR Concession Company Limited ("407 ETR") which is the operator and manager of the highway, which extends 108 kilometres east-west across the top of the Greater Toronto Area. The Company is owned by indirectly owned subsidiaries of Canada Pension Plan Investment Board (total 50.01%), also known as CPP Investments; Cintra Global S.E., a wholly owned subsidiary of Ferrovial S. A. (43.23%); and SNC-Lavalin (6.76%).
