SUPERVISOR CLIENT SUPPORT P&R

City of Toronto; Toronto; On-site; CAD 60,000 - 95,000; Full time

Job summary

Eine aufgeschlossene Stadtverwaltung sucht einen Supervisor für Parks und Freizeit, um die Qualität der Dienstleistungen zu verbessern. Diese Rolle umfasst die Überwachung von Teamleistungen, die Implementierung von Programmen und die Zusammenarbeit mit verschiedenen Abteilungen, um die Bedürfnisse der Gemeinschaft zu erfüllen. Der ideale Kandidat bringt Erfahrung in der Kundenbetreuung und im Projektmanagement mit und ist bestrebt, innovative Lösungen zu finden. Wenn Sie eine Leidenschaft für die Arbeit mit der Gemeinschaft haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Postsekundäre Ausbildung und Erfahrung in der Kundenbetreuung.
• Fähigkeit zur Leitung von Projekten und Teams in einem gewerkschaftlichen Umfeld.

Responsibilities

• Überwachung und Schulung des Personals zur Gewährleistung von Teamarbeit.
• Verwaltung des täglichen Betriebs und Unterstützung des Managers bei der Planung.

Skills

Kundenservice

Projektmanagement

Mitarbeitermotivation

Verhandlungsführung

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 a range of business functions including permitting, program registration, inbound and outbound Call Centres, office operations, customer account inquiries, and part-time staff recruitment and selection on a city-wide basis. The primary functions 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 work standards, continuous learning, and innovation.
• Managing day-to-day operations, including scheduling, work review, and authorizing vacation and overtime requests.
• Supporting the Manager in planning and delivering client services and managing operations, including city-wide initiatives.
• Participating in strategic planning and development of city-wide service standards, policies, and procedures in collaboration with other divisions and stakeholders.
• Collaborating with partner divisions and external agencies to ensure quality service delivery and meet client needs.
• Monitoring staff performance, attendance, and approving salary increments, while recommending disciplinary actions when necessary.
• Analyzing registration and booking data, reporting trends, and suggesting strategies for process improvement.
• Reviewing user fees for accuracy in accordance with bylaws and policies.
• Leading projects related to service design, issues management, policy, strategic planning, and quality assurance.
• Contributing to annual budget creation, managing budgets, and controlling expenditures.
• Monitoring staffing levels, projecting staffing needs, and participating in human resources planning.
• Ensuring recruitment and promotion processes comply with policies, legislation, and collective agreements.
• Developing policies related to facility usage, permit allocation, and monitoring permits.
• Providing project management support within the branch and divisional initiatives.
• Building and maintaining networks with internal and external partners, agencies, and stakeholders.
• Managing fee collection, reconciliation, and follow-up on outstanding accounts receivable.
• Liaising with community and sports groups regarding permits, rates, and appeals.
• Coordinating program registrations, including online, call center, mail, email, and in-person support.
• Overseeing inbound call center operations, including system monitoring and operator supervision.
• Handling sales, processing, administration, cash collection, and related reports.
• Providing customer service, inquiry handling, and complaint resolution.
• Monitoring contracts, lease agreements, and office administration.
• Implementing departmental policies, standards, and reporting on program and facility data.
• Representing the division at community initiatives and working with external organizations like the Toronto Film & Television Office.
• Driving continuous improvement initiatives through research, planning, testing, and evaluation.
• Providing leadership to field staff in managing park and community centre services.

Key Qualifications:

• Post-secondary education relevant to the role plus supervisory experience in customer support or equivalent.
• Extensive customer service experience with the public and within divisional, corporate, and council contexts.
• Experience with registration and permitting systems such as ActiveNet, Perfect Mind, CLASS, etc.
• Proven project leadership skills.
• Experience supervising multidisciplinary teams, managing performance, and motivating staff in a unionized environment.
• Negotiation skills and experience working with community agencies and stakeholders.
• Knowledge of divisional user fees, bylaws, and policies.
• Effective 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 promote teamwork and manage change effectively.
• Administrative, planning, HR, labor relations, and financial management skills.
• Working knowledge of relevant legislation, including Occupational Health & Safety Act, collective agreements, and labor laws.

Note To Current City of Toronto Employees

City of Toronto employees may apply but cannot hold two jobs. Indicate your status as a "Current City of Toronto employee" and provide your Employee Number on the application form.

Equity, Diversity and Inclusion

The City is committed to employment equity and creating an inclusive workplace that reflects the diversity of its residents. Learn more about the City’s commitment to employment equity.