RCMP CSR Shift Supervisor (Police OCC)

City of Burnaby; Burnaby; On-site; CAD 30,000 - 60,000; Full time

Job summary

A municipal government in Canada is seeking a RCMP CSR Shift Supervisor to oversee operations at the Non-Emergency Call Centre. This position includes managing staff, ensuring quality responses, and coordinating internal efforts. The ideal candidate has extensive customer service and supervisory experience in a police context, along with a Grade 12 diploma and the ability to maintain an RCMP Enhanced Security Clearance. The role offers a full-time schedule with rotating shifts including weekends and holidays.

Benefits

EQUAL OPPORTUNITY EMPLOYER

Inclusive workplace

Qualifications

• Completion of Grade 12 supplemented by related courses.
• Considerable experience in a police environment, including some supervisory experience.
• Ability to obtain and maintain an RCMP Enhanced Security Clearance.

Responsibilities

• Oversee day-to-day operations of the Non-Emergency Call Centre.
• Assign and review work of Customer Service Representative staff.
• Handle routine and complex complaints and enquiries.

Skills

Customer service skills

Knowledge of bylaws and laws

Effective communication

Ability to multitask

Education

Grade 12 diploma

Tools

Call centre technology

Information management systems

Job description

RCMP CSR Shift Supervisor (Police OCC)

Competition No: 2025-150

Duration: Regular Full Time

Salary: $6,275 – 6,536 – 6,807 – 7,086 – 7,383/month (2024 Rates)

Special Notes: Subject to Note ‘Y’ of Schedule ‘B’ of the CUPE 23 Inside Division Collective Agreement

Last Updated: 12/19/25

This position works in the RCMP Non-Emergency Call Centre organizational unit. This is supervisory public contact and clerical work in overseeing the day-to-day operations of the RCMP’s Non-Emergency Call Centre. An incumbent of this class assigns, directs and reviews the work of Customer Service Representative staff on an assigned shift; monitors call responses for quality; and reviews and implements new and/or improved systems and procedures. An incumbent explains and interprets technical information and applicable bylaws, criminal and CDSA laws, departmental policies, practices, procedures and rules to a variety of internal and external contacts; serves as the first line of referral from subordinates to handle routine and the more complex and contentious complaints and enquiries; and coordinates with staff in other departments on matters related to the work. The work is performed under minimal supervision. Considerable independence of judgement and action in non-routine matters is exercised within the framework of established procedures. The more difficult problems and policy matters are referred to and discussed with a superior who reviews work performance in terms of overall results and for effectiveness of services rendered. Performs related work as required.

Qualifications include the completion of Grade 12 supplemented by courses related to administrative, customer service or call centre operations, plus considerable related experience in a police environment including some supervisory experience, or an equivalent combination of training and experience. Sound knowledge of the bylaws, criminal and CDSA laws, policies, practices, procedures and regulations pertaining to City and RCMP operations; information management systems, software applications and the capabilities of call centre technology as they relate to the work performed. An incumbent will have the ability to deal effectively and courteously with the public and to supply information and assistance in response to enquiries and requests. Ability to listen and discern what information is significant when handling enquiries, complaints and service requests with promptness, tact, diplomacy and accuracy combined with the ability to assess the nature of requests and determine those which can be resolved and those requiring referral. Additionally, an incumbent will have the ability to operate call-centre technology including call queues and reader boards and information management systems and software applications, handle several tasks at one time and communicate effectively both orally and in writing. The incumbent will be required to obtain and maintain an RCMP Enhanced Security Clearance.

Schedule: 80 hours bi-weekly; rotating shifts between 0800 hrs & 2100 hrs, following a shift pattern which provides for a 7-day a week coverage. This schedule includes working statutory holidays. Each shift is 11 hours which includes a one-hour unpaid meal break.

This competition has been extended and will remain open until filled. New applications are welcome!

Copies of relevant professional certificates, degrees, or tickets will be required at the time of the interview.

Please contact People and Culture at 604-294-7303 if you do not receive a confirmation email within one hour of submitting your application online at www.burnaby.ca/careers.

We thank all applicants for their interest; however, only those considered for an interview will be contacted.

Apply to this position

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We respectfully acknowledge that the City of Burnaby is located on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), səlilwətaɬ (Tsleil-Waututh), and kʷikʷəƛ̓əm Peoples (Kwikwetlem). Each Nation has distinct histories and distinct traditional territories that fully or partially encompass the city. We encourage you to learn more about the Host Nations whose ancestors have occupied and used these lands, including parts of present-day Burnaby, for thousands of years. We are grateful to be on this territory as we dedicate ourselves to creating an inclusive and diverse workforce that reflects our vibrant community and welcomes applicants of all backgrounds, genders, ages, ethnicities, abilities, sexual orientations, and life experiences.