Corporate Customer Service & Systems Implementation Supervisor

Township of Oro-Medonte; Richmond Hill; On-site; CAD 70,000 - 90,000; Full time

Job summary

A regional municipal government in Ontario is seeking a Corporate Customer Service and System Implementation Supervisor. This role involves leading the customer service team, developing and implementing policies, and ensuring high-quality service across departments. The ideal candidate will have a degree in Public Administration and five years of call center experience. Competitive compensation and benefits are offered.

Benefits

OMERS Pension Plan

Employer Paid Health and Dental Benefits

Professional development opportunities

Qualifications

• Five years of progressive experience in a call center role.
• Experience in project management and implementation.
• Strong relationship-building skills.

Responsibilities

• Lead corporate customer service initiatives.
• Manage customer service team and ensure quality service delivery.
• Develop policies for customer service excellence.

Skills

Strong communication skills

Analytical problem solving

Conflict management

Teamwork

Education

University Degree or College Diploma in Business Administration, Public Administration, Communications

Lean Six Sigma Certification

Tools

MS Excel

PowerPoint

Job description

Organization

Township of Oro-Medonte

Region

Ontario

Application Deadline

Aug 7, 2025 before 04:30

Type

Full time

Category

Corporate administration

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Description

Reporting to the Manager of Communications and Customer Experience, the Corporate Customer Service and System Implementation Supervisor plays a key collaborative role in shaping and advancing the Township’s Corporate Strategic Plan relating to the delivery of effective corporate-wide customer service initiatives and standards. This position is responsible for the development, implementation, and facilitation of quality customer service principles and processes, measuring and reporting on key performance indicators, while actively managing the customer service team to enhance overall service delivery and drive corporate performance.

• Serves as the Township’s lead for corporate-wide customer service, providing project facilitation across various initiatives and service objectives. Ensures consistent, accurate, timely, and high-quality service delivery across all departments.
• Provides supervision to direct reports related to frontline customer service roles in a manner that motivates, guides, and directs employees to the realization of departmental goals and objectives. Maintains a work environment that promotes staff participation, teamwork, and positive employee relations. Ensures a high standard of quality work and organizational performance.
• Works with the Director of People and Culture on workforce planning initiatives to assess resident and Township/corporation needs as they evolve. Manages front desk service schedules and resources.
• Collaborates with department managers and supervisors, and leads the customer service team to establish, implement, and maintain quality standards.
• Provides recommendations to the Senior Management Team and Chief Administrative Officer regarding optimization of people, processes, and technical systems to align with the Township’s Strategic Plan, budget, and corporate commitments.
• Develops policies and procedures to facilitate excellence pertaining to Township customer service experiences, and ensures policy parameters are achievable, realistic, and sustainable, aligned with Strategic and Business Plans of the corporation.
• Creates status reports and metrics (KPIs) related to corporate projects and customer/service delivery. Provides data analysis to identify repeat customer service-related inquiries, trends, and inefficiencies/opportunities for improvement through a variety of sources, including inquiry files, reports, and online public platforms. Proactively investigates viable and sustainable solutions and makes data driven recommendations and decisions.
• Conducts training needs assessments to identify opportunities for the purpose of enhancing overall service delivery, and to ensure staff have access to resources, information, and tools, to achieve customer service standards of the Township.
• With the end user in mind, facilitates effective cross functional team collaboration with the goal of streamlining customer service standards including the integration of the Township’s various software tools.
• Works with the Information Technology Department to assist with the implementation of and/or troubleshoot hardware issues, such as telephone systems, software programs and computers for the purpose of effective and efficient customer service delivery.
• Works cross departmentally to develop and standardize customer service workflows and standard operations procedures pertaining to core processes and systems (i.e. ERP finance system, records management, work management systems).
• Provides support regarding external and internal conflict resolutions pertaining to customer/service delivery.
• Connects communications and customer service functions to ensure that messaging, service methods, and public interactions are coordinated and responsive. Works collaboratively with internal teams to align on call/after-hours customer concern handling processes, develops appropriate telephone scripts, and provides insight on corporate processes, By-laws and legislative requirements.
• Establishes, implements, and maintains, a system of quality control. Perform quality checks and reviews to ensure team members are delivering services and resolutions to the level and quality expected.
• Develops, updates, and/or maintains customer service training reference materials, manuals and job aids to support the delivery of services.
• Establishes and executes a system of investigating complaints from customers related to staff and/or experience; and collaborates with the applicable customer service members to resolve the issue, respond to the customer, and executes a solution that reduces or eliminates the risk of recurrence.
• Identifies opportunities to improve service coordination, responsiveness, and accessibility through both digital and in-person methods. Makes recommendations on the administration of customer engagement policies in collaboration with the Township’s management team.
• Manages the collection and use of confidential information and ensures all information is kept secure and used in accordance with departmental and corporate policies and procedures. Maintains confidentiality in accordance with the Municipal Freedom of Information and Protection of Privacy Act.
• Demonstrates commitment to personal and professional development by remaining current with new legislation, regulations, organizational theory and practices, relating to the functions of the department to ensure professional competence is maintained.
• Participates in the Township’s Health & Safety Program, wears & maintains personal protective equipment as required, approved and issued; reports any incidents, accidents or hazards to the Supervisor.
• Undertakes special projects, assist with communications department coverage, and performs other duties as assigned, in accordance with departmental or divisional/corporate objectives
  
  

Requirements

• University Degree or College Diploma in Business Administration, Public Administration, Communications or related discipline
• Course(s)/certificate from an accredited association, organization and/or institution related to project management, process improvement, and/or related discipline; Lean Six Sigma Certification is considered an asset;
• Five (5) years of progressive experience performing duties in a call centre role with experience in development and implementation of processes or project and/or people management. Experience a government call centre work environment is an asset.
• A relationship-builder with strong communication skills with the capabilities to facilitate cross functional projects engagement.
• Excellent analytical problem solving, research, customer service, interpersonal, communication (verbal and written), facilitation, training and teamwork skills.
• Strong conflict management skills.
• Intermediate level skills in MS Excel and PowerPoint with exposure to project management software and customer management software.
• Demonstrated results oriented, organized, and effective time management skills. Excellent attention to detail, organizational, prioritization, process mapping, and time management skills.
• Thorough knowledge of legislated customer service requirements, including the Accessibility for Ontarians with Disabilities Act (AODA) and Bill 8, Public Sector and MPP Accountability and Transparency Act.
• Working knowledge of call centre operations, service level metrics, and customer service principles, quality assurance standards and techniques within customer service management systems
• General knowledge of municipal, regional, provincial and federal government services and programs as well experience in the development and implementation of public engagement strategies
• Availability to accommodate deadlines, and/or peak period workloads that may extend beyond the normal workday or occur on evenings/weekends.
• Must possess and maintain a valid Class G Driver’s Licence.
  
  

Salary & Benefits

At the Township of Oro-Medonte, we take pride in servicing our community with care, and seek new team members who share the same values of respect, integrity, service excellence and stewardship. We understand the importance of offering strong people programs that help support our community, our team and culture. This is why we offer a range of programs for our team, such as:

• Competitve and equity compensation
• OMERS Pension Plan (full/part-time, contract)
• Employer Paid Health and Dental Benefits, this includes access to our 24/7 Virtual Health Care Services and Employee Assistance Program
• Remote Work Agreements (for applicable positions)
• Professional development and career advancement opportunities
• Strong sick and vacation entitlements
• Perkopolis membership for savings on entertainment, travel, wellness, shopping and more!
  
  

Contact

We encourage candidates to provide resume, cover letter and any applicable certification. Please visit www.oro-medonte.ca/working-here/career-opportunities/ and select current job posting to apply.

Other Relevant Information

Resume, Cover letter, applicable certifications can be uploaded in pdf or word format.

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