Client Care Supervisor - Hybrid Leader

Toronto Community Housing Corporation; Toronto; Hybrid; CAD 93,000 - 102,000; Full time

Benefits offered by this job

Inclusive networks

Vacation days

Personal days

OMERS pension

Health & dental benefits

Employee assistance program

Maternity/Parental top-up

Tuition reimbursement

Fitness discount

Job summary

Toronto Community Housing Corporation is seeking a collaborative and strategic leader to oversee frontline Maintenance Dispatch & Alarm Monitoring within the Client Care Centre’s 24/7/365 operation. You will monitor, manage, build reports and drive performance to meet service standards.

The role requires 2–5 years of management experience in a call centre, a post-secondary diploma in business administration or related field, and strong communication skills.

Qualifications

• 2–5 years of management experience in a Call Centre environment
• Post-secondary diploma/degree in business administration, social services or related areas, or equivalent work experience
• Experience supervising and mentoring a multi-disciplinary team
• Flexibility to work occasional weekends
• Experience managing in a unionized setting preferred

Responsibilities

• Provide day-to-day supervision and direction to a team, ensuring effective and quality service delivery
• Provide staff training, lead performance reviews, create work schedules and monitor workload
• Motivate staff to exceed performance expectations
• Approve bi-weekly payroll
• Facilitate team communication with clear, customer-focused correspondence
• Build a highly effective team through coaching and coaching development
• Ensure service level standards through scheduling and cost control during high call volumes
• Develop and prepare information and data analysis reports for the division
• Identify data gaps to support business performance and strategies
• Collaborate with stakeholders to resolve issues and pursue process improvements
• Respond to site and tenant inquiries and emergencies
• Monitor call quality through monthly sampling and assessment
• Coach staff on handling sensitive situations
• Monitor and report performance indicators and drive improvements
• Manage labour relations matters including hiring, performance management and discipline

Skills

Team leadership

Staff supervision

Customer service

Communication

Education

Post-secondary diploma/degree in business administration or related field

Tools

MS Office

CRM software (CIM Agent 10)

Yardi HoMES/CRM

Job description

Toronto Community Housing Corporation is seeking a collaborative and strategic leader to oversee frontline Maintenance Dispatch & Alarm Monitoring within the Client Care Centre’s 24/7/365 operation. You will monitor, manage, build reports and drive performance to meet service standards.

The role requires 2–5 years of management experience in a call centre, a post-secondary diploma in business administration or related field, and strong communication skills.