SUPERVISOR OPERATIONAL SUPPORT

Job Category: Community & Social Services

Division & Section: Toronto Shelter & Support Services, Outreach and Access

Job Type & Duration: Full-time, Temporary (12 months)

Salary: $93,734.00 - $123,449.00 per year

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 28-FEB-2025 to 14-MAR-2025

Reporting to the Manager, Homelessness Initiatives, the Supervisor Operational Support will provide overall supervision and coordination of administrative functions within Central Intake Contact Centre, supporting the Toronto Shelter & Support Services Division’s operations to ensure efficient and effective delivery of various support services, and to ensure consistency and compliance with corporate requirements and standards.

Major Responsibilities include:

1. Implements detailed plans and recommends policies/procedures regarding program specific requirements.
2. Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
3. Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work, monitoring workload and ensuring employee health and safety and compliance with health and safety requirements.
4. Authorizes and coordinates vacation and overtime requests. Oversees attendance management. Monitors and evaluates staff performance, approves salary increments, hears grievances, and recommends disciplinary action when necessary.
5. Monitors the inquiry/service request volumes and performance on all Central Intake service channels and schedules staff accordingly for optimum support.
6. Monitors staff complement in relation to inquiry/service request volumes/targets to ensure sufficient coverage; and initiates the hiring of staff and participates in the recruitment and selection processes as required.
7. Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations. Assists with the preparation and monitoring of operating and capital budgets.
8. Provides and/or coordinates information sessions/training to ensure ongoing awareness of current City policies, practices, and procedures.
9. Develops and documents policies, procedures, and business practices to ensure the smooth operation of Central Intake. Reviews administrative practices and develops policies, procedures, and strategies to ensure the effective and efficient administrative service delivery and system support.
10. Provides a full range of organization development and training consultation services to support Central Intake's training and development initiatives.
11. Provides leadership, coordination and implementation of various projects and initiatives, and actively represents the Division in corporate-wide initiatives.
12. Deals with confidential and sensitive information affecting operations, assets, resources, and finances related to Division-wide processes, functional policies, programs, and strategies. Liaises with senior management and Divisional staff in the coordination of responses and resolution of Division or section-wide issues.
13. Provides sound advice and assistance to management on matters of procurement and financial policies and procedures.
14. Represents the division on planning groups for corporate contracts.
15. Provides leadership, goal setting and proactive problem solving, and makes recommendations to assist unit leadership in planning, service delivery and dealing with emerging issues.
16. Researches, recommends, and facilitates the implementation of new business systems to meet operational needs.
17. Communicates with unit leadership to develop and implement effective work process controls and standards and to oversee new corporate or divisional initiatives.
18. Prepares briefing notes and staff reports.
19. Provides general support to the Director/Manager.
20. Undertakes special projects, assignments, and committee work.

Key Qualifications:

1. Post-secondary education in a relevant field (e.g. Social Services), or the equivalent combination of education and relevant experience working in a social service setting serving marginalized and vulnerable populations.
2. Considerable experience in supervising staff (e.g. leading, motivating, monitoring and evaluating performance), in a complex and high-volume contact centre environment.
3. Considerable experience in planning, developing, and implementing programs, including evaluating program performance, and reporting on achievements.
4. Considerable experience using contact centre databases and software systems such as Customer Relationship Management, Workforce Management, and Telephony systems (e.g. Salesforce, Verint, Cisco, etc. or related).
5. Ability to successfully operate as a customer service program leader skilled in de-escalation techniques, managing difficult interactions, and resolving customer escalations with a commitment to anti-oppression service delivery.
6. Knowledge of current issues related to housing first policy, subsidized and supportive housing, income security, etc.
7. Excellent written and oral communication skills to effectively build/sustain partnerships with internal and external clients/stakeholders and write reports.
8. Problem solving and analytical skills to assess operational performance, assess risk, develop improvement plans, conduct research and analysis, and monitor budgets.
9. Ability to work within divisional project teams, as well as inter-divisionally.
10. Good organizational and time management skills with minimum direction. Ability to multi-task during high volume periods.
11. Ability to deal effectively with day-to-day labour relations matters within a unionized environment.
12. Ability to assist with reviewing business processes and analysis to streamline and improve work efficiencies.
13. Knowledge and understanding of government legislation in the areas of labour, employment and human rights, Housing Services Act, Residential Tenancies Act and other relevant legislation.
14. Ability to use a variety of computer software packages including Microsoft Office Word, Excel, Power Point, Outlook and database software programs.
15. Familiarity with relevant employment legislation including Employment Standards Act, Human Rights Act, and the Occupational Health & Safety Act.

A Vulnerable Sector Police Reference Check will be required as a condition of employment.

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.