Job ID: 60768Job Category: Customer ServiceDivision & Section: Customer Experience, Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6Job Type & Duration: Full time, Temporary (12 months) vacancySalary: $113,683.00 - $155,216.00Shift Information: Monday - Friday, 35 hours per weekAffiliation: Non-UnionNumber of Positions Open: 1Posting Period: 03-Dec-2025 to 17-Dec-2025
Manager Information & Business Development (Workforce Management) Major Responsibilities:
Develops and implements detailed plans and recommends policies regarding program-specific requirements, including workforce planning and resource optimization for call center operations.
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. Authorizes and controls vacation and overtime requests, ensuring alignment with workforce forecasts and service level objectives of the 311 call center.
Monitors and evaluates staff performance, approves salary increments, and recommends disciplinary action when necessary, incorporating workforce metrics such as productivity and adherence.
Develops, recommends, and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
Manages the activities of the section in the implementation and ongoing maintenance of information management, business process, business intelligence, and analytics, including workforce analytics for forecasting and capacity planning for the 311 call center.
Formulates and implements delivery standards, policies, and procedures to ensure that the information communicated by the 311 customer service team to citizens is accurate, comprehensive, clear, and meets required Division's quality and service standards.
Develops and negotiates service level agreements with operating divisions detailing quantity and quality of services provided, measurement criteria, and dispute resolution.
Monitors and evaluates divisional performance indicators, measures, and continuous improvement activities to ensure achievement of effective and efficient key performance indicators.
Provides strategic direction and leadership as a Subject Matter Expert on the 311 technology that is currently being used only by 311 and critical to managing/monitoring the ongoing relationship with a third-party vendor, including workforce management tools such as Verint and Cisco.
Provides strategic advice and makes recommendations to the 311 Director regarding new business initiatives and information management.
Provides strategic direction on the future of 311 as it pertains to the division and across the corporation (as it relates to Customer Service, Enterprise Architecture, etc.)
Provides direction and leadership on information management, business process, the creation of new lines of business, business intelligence, as well as speech and text analytics, including their application to workforce forecasting.
Develops, maintains, and manages all corporate information provided to the public, City staff, and Councillors on behalf of the Corporation.
Prepares reports for Committee and Council approval to support initiatives as required.
Manages the ongoing enhancement and sustainment of divisional business processes.
Key Qualifications
Post-secondary education in business administration, information systems or in a field pertinent to the job function, combined with relevant management experience and/or an equivalent combination of education and experience
Demonstrated experience in Workforce Management for call centers, including forecasting, scheduling, and real-time adherence to meet service level agreements (SLAs) and optimize staffing efficiency.
Experience with Workforce Management tools such as Verint, leveraging analytics and automation to improve forecasting accuracy, schedule optimization, and intraday performance management.
Extensive workforce development and planning experience in a unionized environment with a focus on strategic planning, staffing and recruitment, training and development, performance management, labour relations, health, safety and wellness, and employee engagement.
Considerable experience in leading and implementing proactive and progressive organizational change initiatives in order to achieve desired results within critical timeframes
Considerable experience in motivating, leading, training and managing a diverse team in a fast-paced environment with the ability to promote and foster effective teamwork and establish excellence in a customer service-oriented environment.
Extensive experience preparing comprehensive reports and presentations, analyzing, interpreting and summarizing information for the purpose of presenting and supporting strategic, service and financial decision making.
Experience in developing and administering budgets and in control and monitoring of expenditures to ensure fiscal accountability and effective use of resources.
Ability to be innovative in a highly customer service-focused environment.
Ability to recommend and implement security, privacy and quality assurance requirements as well as corporate and legislated standards for confidential data.
Ability to exercise discretion and judgement with confidential information pertaining to human resources matters and the transformation initiatives.
Highly developed interpersonal, conflict resolution, and problem-solving skills.
Strong verbal and written communication skills with the ability to communicate effectively at all organizational levels and produce concise and effective reports and recommendations, often under severe time constraints.
Excellent business writing skills with the ability to prepare comprehensive reports through the application of relevant information to support business analysis and decision making.
Skilled in developing and delivering staff training programs, workshops and seminars.
Ability to be an effective decision maker that promotes and fosters teamwork with the ability to manage and execute change effectively. Ability to foster an organizational culture that emphasizes innovation, continuous improvement, collaboration, transparency, accountability and trust while promoting a strong code of ethics and integrity to support public service excellence.
Strong knowledge of employment related legislation (i.e. ESA, Occupational Health & Safety, Human Rights, etc.) Familiarity with applicable collective agreements is an asset.
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.
AccommodationThe 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.
