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About the Role

This role offers the opportunity to work from home as part of a hybrid work arrangement, allowing flexibility between working at a TCHC location and from home. The position involves actively engaging frontline Maintenance Dispatch & Alarm Monitoring staff within a 24/7/365 operation. Responsibilities include monitoring, managing, reporting, and developing team performance to meet objectives and standards, supporting TCHC's tenant-focused culture.

Responsibilities

Provide day to day supervision and direction to a team of staff, ensuring effective service delivery and achievement of goals.
Provide staff training, lead performance reviews, create work schedules, monitor workload, and ensure adherence to policies and procedures.
Motivate staff to surpass performance expectations.
Approve bi-weekly payroll.
Facilitate clear, consistent, and customer-focused team communication.
Build a highly effective team through supervision, leadership, motivation, coaching, and identifying training needs.
Ensure service level standards are maintained through appropriate staff scheduling and managing overtime and budget during high call volume periods.
Collect, develop, and prepare data analysis reports for the division, balancing ongoing requirements with special projects.
Ensure the integrity, quality, and accuracy of reports.
Identify data gaps and emerging information needs to support business performance and strategies.
Collaborate with stakeholders, vendors, and partners to resolve issues and identify process improvement opportunities.
Liaise with the Manager to recommend improvements to the escalations process.
Respond to site and tenant complaints, inquiries, and emergency situations.
Provide real-time support for escalations, questions, and troubleshooting.
Monitor and report performance indicators, identify areas below standard, and recommend solutions.
Manage labor relations matters including hiring, performance management, grievances, and discipline.
Contribute to the planning and development of new initiatives within the department.

Requirements

Minimum 2-5 years of management experience in a Call Centre environment, managing and mentoring staff.
Experience as a team leader or project team lead with a proven ability to supervise and motivate a multi-disciplinary team.
Flexibility to work occasional weekends.
Experience managing in a unionized setting preferred.
Commitment to providing high-quality customer service to residents.
Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues.
A background in building maintenance is an asset.

Skills

Highly proficient with MS Office, MS Outlook, databases and Call Centre software (Such as CIM Agent 10, Yardi Systems including HoMES and CRM).
Strong organizational and time management skills.
Ability to effectively communicate both orally and in writing to all levels both within and external to the organization.

Location

Toronto

Work Type

Full-time
Permanent
Hybrid

Experience Level

Management experience
Team leader experience

Education Level

Post-secondary diploma/degree in business administration, social services or related areas, or equivalent work experience.

Salary/Compensations

$93,035.14 - $102,338.65

Benefits

Ability to participate in inclusive employee-led networks.
Minimum three (3) weeks of paid annual vacation days, increasing with years of service.
Four (4) paid personal days.
Defined benefit pension plan with OMERS, includes 100-per-cent employer matching.
Health and dental benefits, including a health spending account available upon your start date.
Employee and family assistance program.
Maternity and parental leave top up (93% of base salary).
Training and development programs including tuition reimbursement of $1500 per calendar year.
Fitness membership discount.

About the Company

Toronto Community Housing Corporation (“TCHC”) is the largest social housing provider in Canada and the second largest in North America.
We are wholly owned by the City of Toronto and operate in a non-profit manner.
TCHC provides homes to over 41,000 low and moderate-income households in 88 of Toronto's neighbourhoods, with 93,000 tenants from many different backgrounds.
Our over 2,000 employees work to achieve our vision of quality homes in vibrant communities where people are proud to live and work.

Equal Opportunity

We are committed to providing equal opportunity to all employees and strive to create a diverse workplace that reflects the cultural mosaic of our great city and the communities we serve.
TCHC is committed to diversity and inclusion within its community and encourages applications from Indigenous peoples, racialized persons/persons of colour, persons with disabilities, women, 2SLGBTQ+ persons, and others who can help us provide vibrant communities and make our city a great place to live.
Toronto Community Housing is committed to equity in employment.
Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.
We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and Toronto Community Housing’s Accessibility Policy.