Supervisor, Client Care

Toronto Community Housing; Toronto; Hybrid; CAD 93,000 - 102,000; Full time

Benefits offered by this job

Inclusive employee networks

Vacation days

Personal days

OMERS pension with employer matching

Health and dental benefits with HSA

Employee and family assistance program

Maternity/Parental leave top-up

Tuition reimbursement

Fitness membership discount

Job summary

Toronto Community Housing is seeking a full-time supervisor in Client Care to lead a multi-disciplinary team and ensure high-quality resident service. The role includes staff scheduling, performance reviews and payroll oversight within a dynamic hybrid work model.

You will mentor staff, monitor call quality, analyze performance data, and drive continuous improvement while maintaining service standards for diverse tenants.

Qualifications

• Minimum 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 as a team leader or project team lead with the ability to supervise and motivate a multi-disciplinary team.
• Flexibility to work occasional weekends.
• Experience managing in a unionized setting preferred.
• Proficient with MS Office, CIM Agent 10, Yardi HoMES, and CRM software.

Responsibilities

• Provide day-to-day supervision and direction to a team of staff, ensuring delivery of effective and quality service.
• Provide staff training, lead performance reviews, create work schedules, monitor workload and policy adherence.
• Motivate staff to surpass performance expectations.
• Approve bi-weekly payroll.
• Facilitate team communication with clear, customer-focused correspondence.
• Build and lead a high-performing team through coaching and development.

Skills

Management experience

Team leadership

Call centre leadership

MS Office proficiency

CRM systems

Education

Post-secondary diploma/degree in business administration or related

Tools

CIM Agent 10

Yardi HoMES

CRM software

Job description

About Toronto Community Housing Corporation

Toronto Community Housing Corporation (“TCHC”) is the largest social housing provider in Canada and the second largest in North America. We are wholly owned by the City of Toronto and operate in a non-profit manner. TCHC provides homes to over 41,000 low and moderate-income households in 88 of Toronto's neighbourhoods, with 93,000 tenants from many different backgrounds with a diversity in age, education, language, mental and physical ability, religion, ethnicity and race. We are an essential part of the City of Toronto's fabric and social system.

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

• 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 service and 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!

What You’ll Do

• Provide day to day Supervision and direction to a team of staff, ensuring the delivery of effective and quality service and achievement of goals and targets
• Provide staff training, lead performance reviews, create work schedules, monitor workload and ensure staff adherence to policies, procedures and standards
• Motivate staff to surpass performance expectations
• Approve bi-weekly payroll
• Facilitate team communication that demonstrates correspondence that is consistent, clear and customer focused
• Build a 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, develop and prepare information and data analysis reports to meet the information and data analysis needs of the division, balancing ongoing reporting requirements with special projects.
• Ensure the integrity, quality and accuracy of reports produced
• Identify data gaps and emerging information needs to support business performance and progress on strategies
• Work with departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities
• Liaise with the Manager to recommend on-going improvement to the escalations process
• Respond to site and tenant complaints, questions and inquiries and to emergency situations
• Lend “real time” support to escalations, questions and troubleshooting
• Monitor and maintain call quality through monthly sampling and assessment
• Coach and train staff on how to handle different sensitive situations
• Monitor and report performance indicators and identify those that are below the pre-determined standard and recommend solutions and approaches for improvement
• Manage labour 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

Thank you for your interest in Toronto Community Housing

We recognize that people bring experience and talent that goes beyond the technical skills and requirements of a job. If you possess similar experience that is close to what we’ve included in the job postings below, we encourage you to consider applying. We strongly believe that diverse experience, transferable skills, and passion are key!

Once you have submitted your application successfully, you will receive a confirmation email. We encourage you to check out our careers page often, as new opportunities become available on a regular basis.

Our commitment to equity, diversity and inclusion

We are committed to providing equal opportunity to all employees and strive to create a diverse workplace that reflects the cultural mosaic of our great city and the communities we serve. We recognize the value that comes from different viewpoints, unique experiences and diverse perspectives of our employees, who bring fresh, new ideas to our business. Diversity plays a key role in our ability to deliver on our mission to provide clean, safe, well-maintained, affordable homes for tenants.

TCHC is committed to diversity and inclusion within its community and encourages applications from Indigenous peoples, racialized persons/persons of colour, persons with disabilities, women, 2SLGBTQ+ persons, and others who can help us provide vibrant communities and make our city a great place to live. In an effort to ensure access to information for people with disabilities, we have noticed that some screen readers do not function properly with our job portal. If you are a person with a disability and are experiencing issues with our job portal and would like access to our job postings in an alternative format, please email your request to our People and Culture Division at [e-mail].

Accessibility for applicants

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive, and barrier-free workplace that reflects the communities we serve.

We will provide reasonable accommodation to applicants with disabilities at all stages of the hiring process in accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and Toronto Community Housing’s Accessibility Policy.

If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to our People & Culture department at [e-mail] or call our accessible accommodations line at (416) 981 - 4119. Please refer to the job requisition number when you contact us.

We use AI technology through the use of pre-screening questions to assist in the screening process.