Job Type: 1 Permanent Full Time and 1 Temporary Full Time (approximately 18 months)
Salary Range: 95,200.00 – 142,800.00 CAD
Posting Closes: January 6, 2025
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need passionate Senior Customer Care Managers to support the planning, development, delivery and measurement of operational procedures, programs and projects related to an assigned area of focus (Player Services or Retailer Services). As an individual contributor you will work closely with your assigned leadership team to support successful advancement and achievement of both strategic and operational goals.
YOUR ROLE IN THE GAME
Reporting to the Director Customer Care Retailer or Player Services you will be empowered to:
- Lead the development of productivity measures, tools and standards that will promote consistently when applied and utilized to drive performance.
- Monitor KPIs and performance statistics of the operations team along with the Director of operations develop corrective measures to address gaps and improve performance and customer satisfaction.
- Utilize lean principles to improve the capacity of our processes, while elevating the customer experience and employee experience
- Drive efficient and effective improvements through process re-engineering, digitization and automation while ensuring regulatory and internal control requirements are satisfied.
- Prepare business cases to be presented to Customer Care senior leadership indicating ways to optimize the business through continuous improvement.
- Analyze operational data to identify trends, issues, and opportunities for improvement.
- Use data-driven insights to recommend and implement changes that enhance operational performance.
- Partner with the Customer Care leadership team to contribute to the implementation of the Customer Care strategy that will enable the achievement of Divisional, organizational goals and objectives.
- Support the long-term planning of the Customer Care operations for a 24-month period to align with the overall Operations strategic direction
- Act as an agent of change, championing central initiatives and aligning various stakeholder groups around common goals and objectives leading to realization of business benefits.
- Collaborate with internal partners (such as training, CX, QA) to provide insights and support continuous improvement initiatives within operations with an agile or design thinking approach.
- Partner with risk/legal to ensure process improvements aligned to enterprise risk appetite
- Understand corporate policies and procedures and ensure the department follows regulatory standards and controls
- Develop and provide technical knowledge on OLG technology and tools to serve as an advisor
- Act as point of contact for project leads on initiatives including product launches, enhancements, retirements, and system improvements to ensure alignment with enterprise-wide strategy
- Share information with stakeholders who negotiate contracts with vendors to achieve operational efficiency and adherence to service level agreements
- Indirectly assist OLG with the delivery of revenue and growth through the implementation of customer service programs/initiatives
- Act as proxy for the department Director and other duties, as required
WHAT YOU NEED TO PLAY
Work Experience: 7+ years of relevant experience in operational effectiveness, driving business outcomes through application of lean management practices/systems and design thinking in a customer-centric environment
Education: Business Operations or Engineering degree preferred; equivalent experience in business operations methods and practices also considered; strong understanding and technical knowledge of contact centre systems, standard methods, and performance measurement.
Critical Skills: Critical thinking and problem solving, quantitative & qualitative analysis, strong interpersonal and collaboration skills, excellent communication, facilitation, and presentation skills; ability to influence stakeholders in a matrix environment; flexibility to work outside of regular business hours to support a 24 x 7 x 365 contact centre environment
Assets: Lean Six Sigma and/or Business Process Management certification; experience in contact centre (24 x 7 x 365) and/or public sector regulatory agencies; understanding of gaming, entertainment, or similar industry
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what’s right and operate with transparency and openness
PERKS OF JOINING OUR TEAM
- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
- Flexible Work Environment: to help balance both work and life
- You Matter: family friendly work practices and hybrid work
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic Self: environment that values diversity as a source of strength
- Learning Galore: 24-7 access to robust online learning programs
- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
We look forward to hearing from you, interested applicants please apply online at www.about.olg.ca/working-with-us/olg-careers/Senior Customer Care Manager by January 6, 2025.
We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.
OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process.
To learn more about OLG go to our website at www.olg.ca