Division/Branch: Communications and Service Experience Division / Service Strategy and Experience Branch
Application Deadline: November 24 , 2023
Level: Level 10
Pay Range: Min: $44.41/hourly to Max $55.51/hourly
Work Location: Head Office, Toronto, ON; Hybrid (a minimum of 3 days on-site/week)
The Alcohol and Gaming Commission of Ontario (AGCO) is a regulatory agency that reports to the Ministry of the Attorney General. The AGCO is responsible for regulating the alcohol, gaming, horseracing, and private cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.
The AGCO’s Contact Centre is a fast paced, omni-channel, high profile organization that is committed to service excellence. The Contact Centre requires a high performing, innovative, customer centric and experienced operations leader to fill the role of Manager, Contact Centre. Working within a changing work environment, you will lead a high performing, customer-facing service delivery department drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence. The successful candidate will manage all day-to-day aspects of the AGCO’s OMNI channel Contact Centre operation, assisting customers across multiple channels, and all lines of business and directly supporting two Team Supervisors for helping foster a strong culture of exceptional service delivery and continuous improvement focus. This position will provide performance coaching, succession planning, and consistently strive to influence best in class customer satisfaction and first call resolution. The Manager will ensure the Contact Centre operates and evolves in line with AGCO’s service strategy.
In This Role, The Successful Candidate Will
The Ideal Candidate Will Have
The AGCO is an inclusive and equal opportunity employer.
The AGCO has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code.
Disability related accommodation during the recruitment process is available upon request.
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