Coordinator Public Works Dispatch & Customer Service

Coordinator Public Works Dispatch & Customer Service
Public Works – Operations Support

1 Contract Full-Time Position, Duration 18 months

Compensation: $73,849 to $92,313 per annum plus benefits

Work Mode: Hybrid; 2 On-site days per week *see below for more details about this work mode

Location: 2 Copper Road, Brampton, ON

Hours of Work: 35 hours per week

Reporting to the Supervisor, Public Works Dispatch and Customer Service, you will be responsible for maintaining the quality of service provided by the Public Works Dispatch and Customer Service (PWDCS) team through training, coaching and efficient scheduling. You will be joining a Tier II Call Centre and Emergency Response Centre that operates 24/7/365.

Join our diverse team and be part of our vision. Think big. Channel your creativity. Make a difference. At Peel Region, we can create lasting impact, together.

What you will do in this role:

• Identifies, plans and carries out process improvement initiatives designed to make workflow more effective and efficient
• Responsible for creating and maintaining the training materials and procedures for PWCS Customer Service Reps. Delivering the training and ensuring that new staff have achieved the minimum level of performance before taking calls
• Serves as the administrator for Hansen and Salesforce Knowledge Base, managing document additions and updates.
• Maintains the Hansen Asset records for two-way radio equipment used on the VCOM radio system
• Participates in the creation and documentation of any new procedures when new clients or programs are added
• Conduct needs-analyses to determine development and education needs of staff for various programs
• Creates and maintains templates for frequent inquiries sent to the email boxes maintained by PWCS
• Runs Hansen IMT & Power BI reports in order to analyze and report on the quality of CSRs documentation
• Regularly monitors and analyzes the Five9 Cloud Contact Centre Software application, identify and report any adherence concerns to Supervisor.
• Manually creating, posting and maintaining the staff schedules for our 24/7 operation
• Oversees the administration of the Agent on Standby program
• Will develop protocols and maintain documentation for any new programs or processes implemented.
• Resolves escalated customer issues or incidents
• Conducts research and identifies industry trends and best practices
• Develops and maintains collaborative relationships with colleagues and stakeholders

What the role requires:

• Post-Secondary education in Business Administration or related field
• Minimum of three (3) years’ experience within customer service with preference given to Call Centre experience
• Ability to build and maintain relationships with both internal and external stakeholders
• Strong analytical skills with polished communication both written and verbal
• Extensive customer service abilities, organized and able to work independently
• Effective time management skills with ability to prioritize workload based on importance
• Ability to support, coach, mentor and develop employees
• Knowledge of Microsoft Office products (Word, Excel, PowerPoint, Visio)
• Available to work various shifts to accommodate coaching for staff working in a 24/7 environment

Perks @ Peel and why you will love working for us:

• Comprehensive Health, Dental, Vision benefit plan including psychological health (effective start date)
• Voluntary enrolment into OMERS pension plan
• Accrue Vacation on a monthly basis
• 3 Paid personal days and floating holidays
• Flexible hours supporting your wellness and wellbeing
• Annual performance review and merit increases based on performance
• Supportive leadership and a culture of respect and inclusion
• Access to tuition reimbursement (where applicable) and learning and development resources

Be bold. Think big. Join us.

Work Mode & Job Location:

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved. 

Interview: Our recruitment process will include video conference technology

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

If this opportunity matches your qualifications and experience, please apply on-line.

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon.  Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible.  A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support. 

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.

Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca 

Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.