Senior Manager, Contact Centre

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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 cannabis retail sectors in Ontario, in accordance with the principles of honesty and integrity, and in the public interest.

At the Alcohol and Gaming Commission of Ontario (AGCO), we are dedicated to service excellence and being a people first organization. We strive to deeply understand our customers' needs, anticipating and responding to them in ways that ensure a seamless and positive experience. Our commitment is to deliver services that are clear, timely, and meet the high expectations of those we serve. If you're a passionate advocate for continuous improvement in customer experience and a strategic thinker with the ability to drive service innovation, we invite you to apply for theSenior Manager, Contact Centre role.

Reporting to the Director of Service Strategy & Experience, the Senior Manager, Contact Centre will provide strategic oversight of the AGCO Contact Centre that also supports iGaming Ontario. You will oversee operations across multiple channels and lines of business, setting objectives, establishing standards, and governing contact centre functions and systems. Your role will also include shaping and contributing to AGCO corporate initiatives by offering valuable insights from the Voice of the Customer and Contact Centre perspective, influencing decision-making, policy development, and service design.

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About the job

In this role, the successful candidate will:
• Lead the identification and implementation of best practices and oversee the continuous improvement of Contact Centre operations, ensuring the optimal functioning of systems, people, and processes to meet evolving customer needs and preferences across multiple service channels.
• Ensure the Contact Centre is aligned with AGCO's strategic vision by fostering and actively managing relationships with key internal partners, including Communications, Policy, Corporate Affairs, Operations, IT, Procurement, HR, and Training, to promote collaboration and organizational synergy.
• Design, implement, and continuously evaluate and improve the Contact Centre's operational model to support current and emerging lines of business, and customer expectations, establishing the Contact Centre as the first point of contact for routine customer-facing matters.
• Shape, participate in, and contribute to AGCO corporate initiatives, offering the Voice of Customer and Contact Centre perspective as input into decision-making, policy development, and service design.
• Proactively address service and resource gaps/issues, assess the impacts of service delivery issues, and mitigate potential risks to ensure seamless service operations.
• Define and establish Contact Centre Service Standards and performance measures in alignment with government and industry-leading practices, ensuring consistency with AGCO's overall Service Standards and strategic objectives.
• Establish objectives and key results for the contact centre and implement strategies to monitor performance, ensuring that quality results are achieved and/or exceeded.

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What you bring to the team

Candidate should have the following qualifications:

• Minimum of 10 years of experience in omni-channel Contact Centre/Service Delivery (or similar) high-volume, high-profile environments.
• Senior leadership and human resource management experience (5-8 years), including training, development, and leading high-performing, diverse teams.
• Expert knowledge of Contact Centre operations, service principles and models, technology/equipment/applications, processes, and best practices.
• Strong customer-centric mindset with a demonstrated commitment to service excellence.
• Experience in managing and driving transformational change, identifying and acting on opportunities for continuous improvement, including operational planning and efficiency.
• Progressive, strategic thinker with the ability to foster a culture of innovation, engagement, collaboration, and trust.
• Excellent analytical and strategic thinking skills, along with strong political acuity to handle sensitive, contentious issues. Experience with strategic planning, operational policy and procedural development, and achieving corporate service standard objectives.
• Ability to adapt, navigate, and lead through internal and external changes in a complex public sector environment.
• Demonstrated superior written, oral, and interpersonal skills with the ability to influence and negotiate with partners and stakeholders to find collaborative solutions to complex issues.
• Strong relationship-building expertise, working effectively with multidisciplinary groups of professionals.
• Knowledge and understanding of Acts & Regulations, or policies as they pertain to licensees, registrations, authorizations, etc., including AODA, French Language Services, and other applicable service directives.
• Strong knowledge of regulated industries, including key organizations and stakeholders within these industries and across other jurisdictions.
• Successful candidates must be eligible to work in Canada and will be subject to a criminal background check.

How to apply:

To apply to this vacancy please submit your application online at our Careers Webpage located at: httpss://www.agco.ca/en/general/careers by March 21, 2025.

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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Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

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How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

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Additional information:

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section " Langue du ou des postes " en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.