Supervisor, Customer Contact Centre

JOB POSTING #: 2024-0470

POSTING PERIOD: Thursday, October 31, 2024 at 8:30 AM to Wednesday, November 6, 2024 at 4:30 PM

DEPARTMENT: Communications & Customer Service

UNION: Non-Union

JOB CODE: NU0379

POSITION STATUS: Temporary Full-Time

GRADE/CLASS: NU12

# OF POSITIONS: 1

RATE OF PAY: $96,213.56 to $116,948.75 annually

SHIFT WORK REQ'D: Yes

DUTIES:

Reporting to the Customer Contact Centre Manager, this position will be responsible for the daily operation of Customer Contact Centre. Supervise staff engaged in answering and processing inquiries from citizens requesting 311 municipal services or information as well as 211 information and referral for community and government services across the south west region of the province. Prepare work schedules and assignments to ensure adequate staffing of all shifts. Conduct staff performance appraisals and monitor both qualitative and quantitative performance measures through an established quality assurance program. Ensure adherence to standard operating procedures; confidentiality; established workflows and service level targets within a CRM environment; corporate customer service standards and compliance with the Alliance of Information & Referral Systems (AIRS) standards for information and referral. Develop materials, deliver and evaluate training for Customer Contact Representatives, other departments and external groups. Resolve operational and technical issues to ensure efficient operation of the Customer Contact Centre. Act as liaison and work collaboratively with departments to evaluate service processes and workflows, establish resolution activities and support service delivery. Analyze data, maintain program statistics and generate reports to monitor service delivery. Provide direction and coaching to staff during crisis calls and respond to elevated customer concerns. Monitor expenses related to payment of overtime, training and office supplies. Review and approve payroll. Provide input for Contact Centre Budget and assistance to the Customer Contact Centre Manager as required. Will perform Occupational Health & Safety duties as outlined in the Corporation’s Health and Safety Program. Will perform other related duties as required.

QUALIFICATIONS:

• Must have a University Degree in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and a minimum of two (2) years of experience coordinating staff duties either in a front line supervisory or direct project management capacity.
• OR Must have an Ontario Secondary School Graduation Diploma combined with a Community College diploma in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and minimum of four (4) years of experience coordinating staff duties either in a front line supervisory or direct project management capacity.
• Must have the ability to travel to off site locations in a timely and expedient manner as required. If method of travel is by vehicle, a current valid and lawful Driver's Licence is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment.
• Must have strong research and analytical skills.
• Must have the ability to work independently and prioritize multiple projects.
• Must possess strong problem solving skills.
• Must have superior organizational skills.
• Must have a demonstrated ability to speak publicly with confidence.
• Must be able to deal calmly and professionally with all staff.
• Must have excellent written and verbal communications skills.
• Should have knowledge of the Occupational Health and Safety Act, its regulations and knowledge of the hazards associated with the work.
• Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program.
• Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.
• The physical demands analysis associated with this job indicates a sedentary level of work.

NOTE:

• Only those applicants selected for an interview will be acknowledged.
• We offer a smoke-free office environment.
• Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.
• The Corporation of the City of Windsor is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.