Service Centre Manager - ttconnect

About the role

The ttconnect Service Centre Manager reports to the Head, ttconnect, and oversees the operations of all assigned Service Centres, which are key client touchpoints alongside the website, Express service and the Virtual Contact Centre. The role works closely with GoRTT Ministries, Divisions and Agencies and the public, and collaborates with Channel Specialists, Account Managers and MDA liaisons to identify and acquire new services.

Key responsibilities

• Manage day-to-day operations of assigned Service Centres: work schedules, service objectives, quality assurance, staff rostering, leave and inventory, and appraise and coach Client Service Specialists
• Translate the service model into operating procedures, standards, escalation protocols and reporting requirements, and help refine business and operational documents for new services
• Maintain office space, fixtures and equipment, keep records secure and file information properly
• Provide orientation, training and guidance to staff, run staff meetings and address behaviour and ethics issues
• Support business development: monitor client trends, develop service profiles, help draft MOUs and SLAs, and manage vendor relationships
• Ensure service quality and compliance with MOUs and SLAs, monitor complaints and incidents, and implement corrective actions
• Prepare daily, weekly and monthly reports and periodic status reports

Required profile

• 3 to 5 years of experience in office or branch management in a service-related industry
• At least 2 years in a supervisory or managerial capacity
• Bachelor's degree in Business Administration, Management, Public Administration or a related discipline; equivalent qualifications and experience may be considered
• Certification in Supervisory Management and Relationship Management is an asset

Required skills

• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Working knowledge of Service Desk, CRM or other relevant databases
• Experience managing frontline teams, service quality, customer complaints and operational reporting
• Strong stakeholder and relationship management, analytical thinking and communication skills