Hybrid Customer Service Supervisor (Call Centre)

Durham Region (The Regional Municipality of Durham); Whitby; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

Region of Durham is hiring a Supervisor for Service Durham (Contact Centre) to lead day-to-day operations across the 311 Contact Centre, public counters, email and digital channels. You will supervise a team of Customer Service Specialists and Representatives, monitor performance, and drive customer experience and service levels.

The role requires several years in customer service with at least two years in supervision, strong knowledge of CRM, telephony, and service delivery tools, and a

Qualifications

• Post-secondary education or equivalent experience required.

Responsibilities

• Direct resources to ensure day-to-day operation of Service Durham Contact Centre and channels.
• Lead and coordinate customer service operations across Service Durham.
• Supervise Customer Service Specialists and Representatives with performance, attendance and development.
• Participate in recruitment, onboarding, training and discipline processes.
• Conduct regular one-on-one meetings with staff.
• Evaluate systems and services for service quality and customer satisfaction.
• Deploy operating plans and manage schedules to meet service metrics.
• Respond to and resolve public complaints, including escalated issues.
• Provide real-time guidance, coaching and support as SME.
• Monitor call traffic, queue performance and call closure statistics.
• Report operational trends to management and departments.
• Lead team meetings and daily huddles; implement processes and standards.
• Develop and deliver training for new hires and process changes.
• Perform other duties as assigned.

Skills

Microsoft Office

CRM software

Telephony systems

Contact management systems

Customer service

Time management

Conflict resolution

Problem solving

Decision making

Interpersonal skills

Teamwork

Empathy

Adaptability

Education

Post-secondary diploma or degree in Business Administration, Public Administration, Social Sciences or related

Equivalent combination of education and experience

Tools

Microsoft Office

CRM software

Telephony systems

Contact management systems

Job description

Region of Durham is hiring a Supervisor for Service Durham (Contact Centre) to lead day-to-day operations across the 311 Contact Centre, public counters, email and digital channels. You will supervise a team of Customer Service Specialists and Representatives, monitor performance, and drive customer experience and service levels.

The role requires several years in customer service with at least two years in supervision, strong knowledge of CRM, telephony, and service delivery tools, and a