Bilinguial Supervisor, Client Service Centre

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider one of these opportunity below.

The Client Service Centre (CSC) is a cornerstone of LAO's new service delivery model, which improves coordination of legal aid services by providing clients with the right service at the right time. By streamlining client intake, LAO can implement consistent application and business processes across the province, providing better service to clients and greater value to taxpayers. The CSC works alongside District Offices, which support service providers and duty counsel, manage client services, and build relationships with justice system partners.

What can I expect to do in this role?

Primary Function: The successful candidate will use his/her excellent knowledge of LAO combined with sound management skills to direct and coach a diverse team of Client Service Centre Representatives.
• Supervise day to day operations of the LAO call centre, ensuring that key daily departmental deliverables are met
• Lead a large team, including union, non-union, and/or lawyer staff; coaching them on meeting their individual targets, supporting them in performance goals
• Support the team in the understanding and application of LAO policy, specifically around client application and certificate management
• Monitoring calls for quality and providing constructive coaching and feedback
• Monitor, measure, analyze and report on specific line of business service levels, including staff adherence and call activity
• Compose correspondence and accurately respond to client inquires and complaints regarding LAO's policies and procedures
• Collaborate and coordinate with district and provincial office partners in the delivery of the Continuum of Service
• Lead and facilitate change in a fast paced environment while managing ongoing responsibilities
• Identify areas of improvement and develop recommendations to build a strong foundation for a client service delivery structure
• When necessary, this position will respond to client calls

How do I qualify?

Required Skills & Experiences:

• Previous experience in an inbound call-centre environment
• Intimate knowledge of LAO and its operations (as they relate to criminal, family, refugee, and civil law, as well as duty counsel processes) to directly provide outstanding service to our diverse client base
• Leadership experience motivating, developing and encouraging staff with demonstrated experience in supervising unionized and/or call centre employees.
• Experience dealing with the interpretation and application of procedural legislation and regulations.
• Strong background in providing direction and guidance to staff (i.e. general legal information, community referrals, etc.)
• Demonstrated proficiency with Peoplesoft and with Microsoft Office.
• Outstanding problem solving, conflict management and analytical skills
• Excellent written and verbal communication skills
• Well developed customer service and relationship building skills

Organizational Competencies Expected

• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

Collection of Information

Your personal information is being collected and will be used to determine your qualifications for employment with the Ontario Public Service, and for recruitment modernization initiatives. OPS Careers is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25 and this collection of personal information is necessary to the proper administration of OPS Careers.

Please do not provide more personal information than what is asked of you. For example, do not include your social insurance number, photograph, or banking information, etc. with your application. We strongly encourage you not to provide us with information beyond that which is requested in the job posting.

If you have any questions about the collection, use, disclosure, or retention of your personal information, please contact us.

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.

Remember: The deadline to apply is Friday, February 6, 2015 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.