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About the Role

As part of the Customer Service team, you will lead the delivery of critical licensing and registration services that support public safety and regulatory compliance. By guiding day-to-day operations, resolving complex issues, and driving continuous process improvements, you’ll ensure efficient, consistent, and high-quality service while enhancing the experience of customers across Ontario.

Responsibilities

• Lead day-to-day licensing and registration operations, overseeing workflows and team performance to ensure service levels are met and regulatory requirements are consistently upheld.
• Drive process efficiency and compliance, defining, monitoring, and improving workflows to ensure accurate, timely service delivery aligned with legislation, standards, and internal policies.
• Manage complex cases and escalations, resolving customer issues and applying regulatory requirements to ensure fair, accurate, and timely outcomes.
• Provide oversight on exceptions and decisions, reviewing and approving non-standard cases using sound judgment and knowledge of regulatory and corporate policies.
• Monitor performance and optimize resources, tracking workloads, turnaround times, and SLAs, and adjusting team priorities to meet operational targets.
• Identify and implement process improvements, addressing inefficiencies and contributing to system enhancements to improve consistency and customer experience.
• Coach, mentor, and develop staff, providing guidance on procedures, compliance, and best practices to foster a high-performing team culture.
• Oversee end-to-end authorization lifecycle, ensuring effective processing of issuance, renewals, suspensions, and cancellations for business, facility, and device licenses.
• Support strategic initiatives and enhancements, contributing to projects such as portal improvements and process harmonization impacting licensing services.

Requirements

• Minimum 4 years experience in customer service or contact centre environment, including at least 1 year in a supervisory position.
• Strong knowledge of regulatory frameworks, including applicable legislation, standards, and compliance requirements.
• Operational leadership and decision-making skills, with the ability to manage workflows, resolve escalations, and apply sound judgment.
• Process improvement mindset, identifying inefficiencies and implementing solutions to enhance service delivery.
• Analytical and problem-solving abilities, using data and insights to monitor performance and drive improvements.
• Effective communication and interpersonal skills, with the ability to engage stakeholders and handle complex customer interactions professionally.
• People leadership and coaching capability, supporting team development and fostering a high-performance culture.
• Strong organizational and prioritization skills, managing multiple demands in a fast-paced, service-driven environment.

Skills

• Business Administration
• Customer Service
• Communications
• Regulatory frameworks
• Operational leadership
• Decision-making
• Process improvement
• Analytical skills
• Problem-solving
• Communication skills
• Interpersonal skills
• People leadership
• Coaching
• Organizational skills
• Prioritization skills

Location

• Ontario

Work Type

• Full-time

Experience Level

• Minimum 4 years experience in customer service or contact centre environment
• At least 1 year in a supervisory position

Education Level

• Degree or Diploma in Business Administration, Customer Service, Communications, or a related field.

Salary/Compensations

• $79,158– $98,948

Benefits

• Accommodation for applicants with disabilities

About the Company

• Technical Standards and Safety Authority (TSSA) is one of Ontario’s public safety regulators, established by the provincial government.
• TSSA administers safety regulations and enhances public safety across multiple sectors including boilers and pressure vessels and operating engineers; elevating devices, amusement devices and ski lifts; and fuels.
• TSSA has earned the 5-Star Safety Cultures Award from Canadian Occupational Safety magazine for three consecutive years (2022-2024).
• TSSA is committed to diversity and inclusion.
• TSSA is committed to building and maintaining collaborative, caring and positive work environments so that employees bring their whole selves to work each and every day.

Equal Opportunity

• TSSA is committed to diversity and inclusion.
• We encourage all qualified applicants to apply without regard to race, national or ethnic origin, colour, religion, age, sex, sexual orientation, marital status, family status or disability.