Customer Service Team Leader (Hybrid)

City of Mississauga; Mississauga; Hybrid; CAD 69,000 - 93,000; Full time

Job summary

The City of Mississauga, through MiWay, seeks a Supervisor of Customer Service to lead a multi-channel team delivering high-quality interactions across phone, web, in-person and digital channels. You will report to the Manager, Customer Experience & Innovation and drive programs aligning with MiWay’s strategic plan and customer charter commitments.

Ideal candidates bring 5–7 years of leadership in a unionized, customer-focused setting, strong collaboration skills and a proactive approach to

Qualifications

• University degree in a related discipline.
• 5 to 7 years experience leading teams with strong customer focus.
• Experience managing multi-channel contact centre with more than 10 agents is an asset.
• 5 to 7 years of experience leading modernization projects.
• Experience in unionized environment and labour relations preferred.
• Knowledge of human rights and employment legislation including Ontario codes and acts.

Responsibilities

• Lead the Customer Service Team to achieve objectives through supervision, training, hiring and performance management of Customer Service Representatives.
• Oversee all Customer Service operations, including staffing, processes, collaboration with other units, performance management and quality assurance.
• Drive continuous improvement and strategic projects to improve efficiency, customer satisfaction and service delivery.

Skills

Team leadership

Customer service

Multi-channel contact centre

Change management

Communication

Labour relations

Education

University degree (Business Administration / UX Design / Marketing or Communications)

Job description

The City of Mississauga, through MiWay, seeks a Supervisor of Customer Service to lead a multi-channel team delivering high-quality interactions across phone, web, in-person and digital channels. You will report to the Manager, Customer Experience & Innovation and drive programs aligning with MiWay’s strategic plan and customer charter commitments.

Ideal candidates bring 5–7 years of leadership in a unionized, customer-focused setting, strong collaboration skills and a proactive approach to