NOTICE OF VACANCY
SUPERVISOR OF CUSTOMER SYSTEMS
Access Barrie
Under the general guidance and direction of the Manager of Customer Service, the Supervisor of Customer Systems position is responsible for the development, implementation and maintenance of knowledge management solutions to support the delivery of services offered through the City of Barrie’s Customer Contact Centre. Specifically, this position is responsible for acquiring, developing, documenting, managing, and maintaining corporate information and processes for the inclusion and use within the knowledge base and Customer Relationship Management (CRM) system. Additionally, this position develops and maintains call handing processes and procedures, knowledge articles and scripting language, which involves liaising with the Supervisor of Customer Service and various City Departments to collect data and information, and document processes in order to update the knowledge base and CRM. Lastly, this position is responsible for researching, extracting, evaluating, and analyzing data from the CRM and knowledge base to support performance management, process improvements, training initiatives, performance measures and quality assurance of the Customer Contact Centre. Overall, this position plays an integral role in ensuring the knowledge base and CRM are optimized for use by the Customer Contact Centre staff in a manner that supports the efficient, centralized, consistent delivery of customer service for the wide range of City services, procedures, practices, policies, and programs.
Applicants must have:
Education (degree/diploma/certifications)
- Three (3) year University Degree (A four (4) year University Degree is preferred) in Business Administration, Communications, Information Technology or related discipline
- Course(s)/certificate from an accredited association, organization and/or institution related to process documentation, redesign, process improvement, research, analysis and/or related discipline is preferred.
Experience
- Three (3) years of experience performing duties related to the above mentioned major responsibilities within a multi-channel customer service or related work environment including two (2) years of related supervisory experience. Five (5) years of experience performing duties related to the above mentioned major responsibilities within computerized, contact centre work environment including three (3) year of related supervisory experience is preferred.
- Demonstrated experience delivering training and developing training tools and techniques
- Demonstrated experience developing, implementing, and maintaining knowledge management systems are preferred.
- Demonstrated experience developing content for multiple digital platforms, including website, knowledge management systems, Customer Relationship Management (CRM) systems, and technical manuals is preferred.
- Demonstrated experience working with telephony, knowledge management and Customer Relationship Management (CRM) systems and platforms is preferred.
- Demonstrated experience with information/knowledge management systems for service delivery in one or more service delivery channels is preferred.
The 2016 pay range is $74,175.38 to $90,187.96 per year ($40.76/hr to $49.55/hr). The hours of work will be 35 hours/week. For full details regarding this position, please visit our website at www.barrie.ca.
Should you not meet the key educational qualifications for this position but have extensive directly related work experience, please see the City’s Education Equivalency Procedure to determine if you may qualify for equivalency. For further information, please visit our website at www.barrie.ca/JobOpp.
Please submit your resume electronically by quoting file #E-16-11 Supervisor of Customer Systems (MS Word format only; quote file number in subject line), by Monday, May 9, 2016 to: E-mail hire.me@barrie.ca Human Resources Department, City of Barrie, P.O. Box 400, Barrie, Ontario, L4M 4T5.
The Corporation is seeking a friendly, personable, dedicated, enterprising and results-oriented leader. The City of Barrie provides a dynamic operating environment and working conditions. We thank all applicants and advise that only those to be interviewed will be contacted. Personal information is collected under the authority of the Municipal Act, S.O. 2001, c.25 and will be used to determine employment eligibility. Questions regarding collection should be directed to the Human Resources Department at 705-739-4202.
