PROGRAM ADVISOR

If you are an individual who thrives on challenge and have experience in a Call Centre environment, then as part of the Drive Clean Office Program Management Branch we have a great opportunity for you to help lead the implementation of a legislated, province-wide, electronic service delivery, vehicle inspection and maintenance program.

What can I expect to do in this role?

• Ensure Drive Clean outsourced services reflect best practices
• Develop and Review Contact Centre Program Communications
• Leads the preparation and editing of communications materials for contact centre use such as questions and answers documents and Interactive Voice Response system text.
• Leads and/or prepares briefing materials, and provides input on communications materials, in response to contentious issues and briefing requests from senior ministry officials.
• Investigates and resolves/recommends resolution of complaints from the public and Drive Clean Facilities.
• Leads and/or participate in procurement and contract management activities
• Prepare business cases and budgets for Ministerial approval
• Provide strategic policy, program and operational advice to Drive Clean management team, ADM, Deputy and Minister on the mandatory motor vehicle inspection and maintenance program
• Monitor outsourced service providers for service quality, compliance with contracts scope and service level agreements
• Provides technical direction and guidance to external communication service providers

How do I qualify?

Contract Management and Service Delivery

• You have demonstrated knowledge of Contact Centre service management including alternative dispute resolution procedures.
• You have demonstrated Contract/service management skills to monitor and assess service delivery to ensure compliance with contractual obligations, apply remedies as needed, negotiate and implement service and operational changes to enhance customer experience.
• You have knowledge of Ontario Ministry of Government Services procurement directives/policies/processes to procure and negotiate service delivery contracts
• You have Influencing and relationship management skills, to achieve service agreements with external contractors that support program objectives, often where stakeholders have conflicting business/financial interests.

Communication, Advisory, and Issues Management Skills

• You can communicate and present complex information in a clear manner
• You can prepare a variety of written materials (e.g. briefing notes, reports)
• You demonstrate exemplary skills in conducting consultations and providing technical advice to senior management
• You work well with others and have the ability to negotiate positive outcomes in response to program needs
• You can research and analyze complex operational and policy issues and manage them appropriately

Vehicle Emissions Knowledge

• You have the ability to gain knowledge of vehicle emissions systems theory and technologies for light and heavy duty vehicles, and vehicle emissions inspection and maintenance program design and operations in North America;

Environmental and Policy Knowledge

• You have the ability to quickly gain knowledge of the environmental sciences and are aware of issues related to air quality and the impact of industrial/vehicle emissions on air quality
• You can interpret and apply environmental management legislation (e.g. Environmental Protection Act), policies, and guidelines

Computer Skills

• You know how to use computers and related software applications (e.g. word processing, spreadsheet, project, presentation and data analysis, Interactive Voice Response system design Texts)
• You have experience with data base management, information systems analysis, design, development, and testing systems security

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, December 23, 2016 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.