Supervisor, Client Care

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

• Vacancy Type: Full-time Permanent
• Salary Range: $93,035.14 - $102,338.65
• Work Details (Days/Hours): Monday - Friday, 36.25 hours per week
• Hybrid Eligible: Yes
• Affiliation: Non-Union: Management/Exempt
• Division and Department: Business Operations - Client Care
• Number of Vacancies: 1
• Existing/New Job: Existing
• Grade: 06
• Vacancy Status: Existing Vacancy
• Candidate List or Eligibility List: Candidate List

What we offer

In addition to competitive compensation and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

• Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
• Minimum three (3) weeks of paid annual vacation days, increasing with years of service;
• Four (4) paid personal days;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits, including a health spending account available upon your start date;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year;
• Fitness membership discount.

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

Are you passionate about customer serviceand looking for an opportunity to work with an organization that is dedicated to improving the lives of residents from diverse backgrounds? Do you want to use your leadership experiences to influence community growth? If this sounds like your ideal career, then Toronto Community Housing is the place for you!

We are searching for a collaborative and strategic leader who enjoys working in a dynamic and energetic environment. In this role, you will get to actively engage frontline Maintenance Dispatch & Alarm Monitoring staff within the Client Care Centre’s 24/7/365 operation. You will be responsible for monitoring, managing, building reports and developing the performance of the team to identified objectives and performance standards in a manner that supports TCHC's tenant-focused culture.

What you'll do

• Provideday to day Supervision and direction to a team of staff, ensuring the delivery of effective and quality service and achievement of goals and targets
• Providestaff training, leadperformance reviews, creatework schedules, monitorworkload and ensurestaff adherence to policies, procedures and standards
• Motivatestaff to surpass performance expectations
• Approve bi-weekly payroll
• Facilitateteam communication that demonstrates correspondence that is consistent, clear and customer focused
• Builda highly effective team of staff by supervising, leading, motivating, coaching, identifying needs and facilitating participation of staff in various training sessions
• Ensure service level standards are maintained through appropriate staff scheduling, taking appropriate measures to ensure overtime occurrences/situations and cost/budget are accounted for during unpredictable high call volume periods
• Collect, developand prepareinformation and data analysis reports to meet the information and data analysis needs of the division, balancing ongoing reporting requirements with special projects.
• Ensurethe integrity, quality and accuracy of reports produced
• Identifydata gaps and emerging information needs to support business performance and progress on strategies
• Workwith departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities
• Liaisewith the Manager to recommend on-going improvement to the escalations process
• Respondto site and tenant complaints, questions and inquiries and to emergency situations
• Lend real time support to escalations, questions and troubleshooting
• Monitorand maintaincall quality through monthly sampling and assessment
• Coach and train staff on how to handle different sensitive situations
• Monitorand reportperformance indicators and identifythose that are below the pre-determined standard and recommendsolutions and approaches for improvement
• Managelabour relations matters including hiring, performance management, the handling of grievances and the imposition of discipline, as necessary
• Contribute to the planning and development of new initiatives within the Client Care and Maintenance Dispatch department

What you'll need

• Minimum 2-5 years of management experience in a Call Centre environment, managing and mentoring staff
• Post-secondary diploma/degree in business administration, social services or related areas, or equivalent work experience
• Experience as a team leader or project team lead with a proven ability to supervise and motivate a multi-disciplinary team
• Flexibility to work occasional weekends
• Experience managing in a unionized setting preferred
• Highly proficient with MS Office, MS Outlook, databases and Call Centre software (Such as CIM Agent 10, Yardi Systems including HoMES and CRM)
• Strong organizational and time management skills
• Ability to effectively communicate both orally and in writing to all levels both within and external to the organization
• Commitment to providing high-quality customer service to our residents
• Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues
• A background in building maintenance is an asset