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Customer Service Project Manager

August 4 2017
Industries Public administation
Categories Call Center manager, Internal support (ACD, PABX, CTI, CRM...)
Thorold, ON



Temporary Full Time, Approximate Duration 12 months

Reporting directly to the General Manager, the Customer Service Project Manager will lead the planning, development and implementation of the integrated customer service model and workplan, as part of council's strategic priorities. 

This position will be responsible for leading this project through the engagement of stakeholders, researching internal and best practices leading to the development of a strategic plan. 

This role will also be expected to execute on this plan including design, communications, launch, evaluate and report on progress. 


  • Knowledge of customer service models
  • Knowledge of customer relationship management software
  • Knowledge of both theoretical and practical aspects of project management
  • Exceptional communication (verbal, presentation, written) and relationship building skills
  • 5 years of project management experience in areas of planning, design, and implementing medium scale projects
  • Proven experience in change management, risk management, strategic planning and people management
  • Experience in developing and implementing comprehensive, customer service strategy and related programs
  • Experience in refining and/or implementing customer service systems and workflows on an organizational level 


  • Post-secondary degree in a relevant discipline (e.g. Business, Public Administration, Commerce or Economics), or equivalent
  • Project Management Professional (PMP) certification an asset.

To view the full job description and requirements, visit our Careers page. Job Opening# 18831


Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow's challenges…!  


Let us know why you would be an excellent team member by submitting your online application no later than August 10, 2017 before midnight by visiting our 'Careers' page at www.niagararegion.caWe thank all candidates for their interest however, only those candidates selected for an interview will be contacted.




Great Careers & Healthy Lifestyles

Located between lakes Erie and Ontario, the Niagara region consists of some of Canada's most fertile agricultural land, the majestic Niagara Falls and a dozen communities that are rich in both history and recreational opportunities.

With over 3,000 employees, Niagara Region is responsible for such diverse areas as land use planning, transportation, water and wastewater treatment, waste collection and management, emergency medical services, public health, children's services,  and seniors' programs to name a few. Niagara Region offers great career opportunities in municipal service and our competitive salaries, attractive benefits, and wealth of programs will support your personal wellness and professional growth.

We value Choice, Honesty, Respect, Partnerships, and Service. If you share the same passion, we want to hear from you. network