SUPERVISOR CLIENT SUPPORT P&R

City of Toronto; Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

Ein etabliertes Unternehmen sucht einen Supervisor für Parks und Freizeit, der die Leitung und Unterstützung des Teams übernimmt. In dieser spannenden Rolle sind Sie verantwortlich für die Überwachung des täglichen Betriebs, die Schulung und Motivation von Mitarbeitern sowie die Zusammenarbeit mit internen und externen Partnern. Ihre Fähigkeiten im Projektmanagement und Ihre Erfahrung im Kundenservice werden entscheidend sein, um die Qualität der Dienstleistungen zu gewährleisten und strategische Initiativen zu unterstützen. Wenn Sie eine Leidenschaft für die Gemeinschaft und die Verbesserung von Dienstleistungen haben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung in der Kundenbetreuung und Teamführung.
• Kenntnisse in der Verwaltung von Genehmigungen und Registrierungen.

Responsibilities

• Überwachung des täglichen Betriebs und der Mitarbeitereinsätze.
• Entwicklung von Richtlinien und Verfahren für den Servicebereich.

Skills

Kundenservice

Teamführung

Projektmanagement

Verhandlungsgeschick

Analytische Fähigkeiten

Education

Postsekundäre Ausbildung

Tools

ActiveNet

Perfect Mind

CLASS

Job description

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• Division & Section: Parks & Recreation, P&R Client & Business Services
• Job Type & Duration: Full Time, Permanent Vacancy
• Shift Information: Mon - Fri, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 09 May 2025 to 26 May 2025

Major Responsibilities:

Reporting to the Manager, Client Services, the Supervisor will provide support to Parks & Recreation staff involved in various business functions, including permitting, program registration, inbound and outbound Call Centres, office operations, customer account inquiries, and part-time staff recruitment and selection citywide. The primary responsibilities include, but are not limited to:

• Implementing detailed plans and recommending policies/procedures regarding program-specific requirements.
• Supervising, motivating, and training staff to ensure effective teamwork, high-quality work standards, organizational performance, continuous learning, and innovation.
• Overseeing daily operations of staff, including scheduling, work review, and managing leave requests.
• Supporting the Manager in planning and delivering client services and managing operations, including city-wide initiatives.
• Participating in strategic planning for city-wide service standards, policies, and procedures in consultation with other divisions and stakeholders.
• Collaborating with internal and external partners to ensure quality service delivery and meet client needs.
• Monitoring staff performance, managing attendance, approving salary increments, and recommending disciplinary actions.
• Analyzing registration and booking data, reporting trends, and suggesting improvements.
• Reviewing user fees for accuracy in compliance with laws and policies.
• Leading projects related to service design, issues management, policy, and quality assurance.
• Contributing to budget creation, managing expenditures, and financial analysis.
• Monitoring staffing levels, projecting needs, and participating in human resources planning.
• Ensuring recruitment and promotion processes adhere to policies and legislation.
• Developing policies on facility usage, permits, and monitoring their implementation.
• Providing project management support within the branch and for divisional initiatives.
• Building and maintaining networks with community organizations, government agencies, and stakeholders.
• Managing fee collection, reconciliation, and follow-up on outstanding accounts.
• Engaging with community and sports groups regarding permits, allocations, and appeals.
• Coordinating program registrations, including online and in-person processes, and call center operations.
• Handling sales, processing, cash collection, and reporting for registrations and permits.
• Overseeing customer inquiries, complaints, and service quality.
• Monitoring contracts, lease agreements, and office administration.
• Implementing departmental policies, standards, and reporting procedures.
• Representing the division at community initiatives and liaising with external entities like the Toronto Film & Television Office.
• Driving continuous improvement initiatives to enhance operations.
• Providing leadership to field staff managing parks and community centers.

Key Qualifications:

• Post-secondary education relevant to the role and supervisory experience in customer support or equivalent.
• Extensive customer service experience with the public, divisions, and council requirements.
• Experience with registration and permitting systems such as ActiveNet, Perfect Mind, CLASS, etc.
• Proven project leadership and initiative management skills.
• Experience supervising multidisciplinary teams, managing performance, and motivating staff in a unionized environment.
• Negotiation skills and experience working with community stakeholders.
• Knowledge of divisional user fees, laws, and policies.
• Excellent communication skills, both verbal and written, with the ability to produce reports and correspondence.
• Strong interpersonal, problem-solving, conflict resolution, and analytical skills.
• Decision-making skills that foster teamwork and manage change effectively.
• Administrative, planning, HR, labor relations, and financial management skills.
• Knowledge of relevant legislation, including Occupational Health & Safety, collective agreements, and labor laws.

Note To Current City of Toronto Employees:

Current employees can apply but cannot hold two jobs simultaneously. Indicate your status and employee number on the application.

Equity, Diversity and Inclusion:

The City is committed to an inclusive workplace reflecting our diverse community. Learn more about employment equity initiatives.