Officer, Customer Service
Canada Post - Postes Canada
Ottawa, ON
Job Requisition Id: 18962
Business Function: Customer Service
Primary City: Ottawa
Other Location(s):Montreal
Province: Ontario (CA-ON)
Employment Type: Full-Time
Employment Status: Permanent
Language Requirement: Bilingual Imperative (CCCC)
Employee Class and Level: CPMGA01
Number of Vacancies: 1
Job Closing Date : September 22, 2019

Job Description
Reporting to the Manager, Vendor Management the Officer is accountable for coordinating the development and implementation of all initiatives (major/minor) to optimize overall Contact Centre Operations and supporting the management of the Vendor’s operational performance. Identifies, evaluates, develops and implements continuous improvement initiatives with a goal to improve service, productivity, and cost effectiveness as well as increase CPC's return on investment while promoting Customer Service business orientation. Provides analytical support to Customer Service focussed teams in the achievement of shared goals.

Job Responsibilities
Below are the main job requirements and responsibilities for the Officer, Customer Service.

Maintains relationship with Vendors in order to affectively monitor their external processes, ensuring they are in compliance with CPC Policies and Procedures and deliver within their Service Level Agreement (SLA).
Monitors the 3rd party supplier(s)’ overall performance through regular interactions with the 3rd party supplier and internal stakeholders, maintains and analyses Key Performance Indicators (KPIs) to drive appropriate behaviours and maximize operational performance improvements, monthly supplier invoice validation and review, distributes the results/reports and identifies and recommends opportunities for continuous improvement within budget.
Identifies, evaluates, develops, and coordinates new initiatives and operational practices for improving productivity and cost effectiveness including organizational modifications. As well as identifies and resolves specific issues and problems pertaining to the vendor’s performance management and call center optimization.
Develops and performs the analytical and trending activities required to formulate plans and recommend performance improvements in conjunction with Corporate and functional requirements. Tracks and communicates progress against plans.
Job Responsibilities (continued)
Supports the Customer Service Change Management Process through effective analytical support by providing cost and work effort assessments and adhering to established turnaround Service Level Agreements (SLA). Develops reporting and analysis processes, content and format to monitor the change management initiative performance.
Provides guidance and expertise to the Customer Service Leadership team by identifying operational problems, participating in various initiatives and projects involving thorough knowledge of the CPC business and processes and ensuring that solutions are identified and implemented. Coordinates a core group of support personnel both on the private party side (Contact Centres) and within CPC with respect to ongoing initiatives for KPI’s improvement.
Establishes monitoring and feedback mechanisms to validate the impacts to the Customer Service organization upon implementation. Identifies process design weaknesses and recommends viable solutions or alternatives.
Completes periodic performance reviews to determine compliance with KPI’s, directives and procedures. Recommends corrective actions and implement follow-up programs to monitor and report on achievement. Coordinates problem-solving activities as appropriate to ensure effective corrective action as taken place.
Acts in the role of Manager during absences. Represents the Vendor Management organization on Corporate projects impacting Contact Centres.

Completed post-secondary, preferably in a related field OR a combination of equivalent professional experience and training


1 to 3 years of relevant functional experience
Experience in vendor management and / or contract sourcing is considered an asset
One or more years of experience in a unionized environment an asset

Other Candidate Requirements

Proficient computer skills and competent with Microsoft Office programs
Strong communication, analytical, and customer service skills
Strong interpersonal and collaborative skills
If candidate based in Ottawa, travel to Montreal will be required 1 to 2 times a month
Other Information
Bilingual imperative in English & French at the CCCC level

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity
Canada Post is committed to employment equity and encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

If you are contacted by Canada Post regarding a job opportunity or testing, please advise if you require accommodation.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making – A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation's best interests.
Accountability – An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation – A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution – A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People – A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values
Canada Post’s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.
Transformation – We will innovate and transform to win in the marketplace.
Customer – We serve Canadians with pride and passion.
Integrity – We act responsibly and with integrity.
Respect – We treat each other with fairness and respect.
Safety – We are committed to a safe and healthy environment for all our stakeholders.