Supervisor, Corporate Contact Centre (Supervisor, Customer Service)

York Region (The Regional Municipality of York); Newmarket; On-site; CAD 118,000 - 134,000; Full time

Benefits offered by this job

Defined Benefit Pension

Benefits and Wellness

Inclusive and Diverse Workplace

Job summary

York Region in Newmarket, ON is seeking a Supervisor to lead the Corporate Contact Centre Operations. You will oversee staff delivering customer service across in-person, phone, email, and digital channels while ensuring compliance with policies and service standards.

Reporting to the Manager, you will monitor KPIs, manage programs, and drive continuous improvement through coaching, technology adoption, and cross-team collaboration to enhance service delivery and customer satisfaction.

Qualifications

• Completion of a post-secondary diploma or approved equivalent combination of education and experience.
• Minimum three (3) years of progressive experience in a contact centre or customer service environment, including one (1) year of direct supervisory experience.
• Demonstrated understanding of contact centre operations, technologies (CRM systems, IVR platforms), and multi-channel service delivery (phone, email, chat, in-person).
• Knowledge of applicable provincial legislation, customer service standards, and program delivery frameworks
• Familiarity with project management principles, service performance metrics, workforce management tools, and process improvement methodologies.
• Ability to demonstrate the Region's leadership and core competencies.

Responsibilities

• Oversees staff delivering customer service across multiple channels, including in-person service, telephone, email, and digital platforms.
• Oversees the intake, screening, and application support for a broad range of regional programs and services.
• Provides guidance and support in managing complex, urgent, or crisis-related customer situations.
• Ensures staff deliver accurate information, referrals, and service navigation to internal and external partners based on customer needs.
• Reviews service delivery decisions and ensures compliance with applicable legislation, policies, procedures, and regulatory frameworks.
• Oversees customer-facing activities ensuring consistent and effective service delivery.
• Monitors and maintains Service Level Agreements and ensures compliance with service performance targets.
• Monitors and evaluates customer service quality through KPIs, satisfaction surveys, and other feedback tools.
• Prepares reports and analyses to inform service delivery decisions and improvements.

Skills

Supervisory experience

CRM systems

IVR platforms

Multi-channel service

Project management

Performance metrics

Education

Post-secondary diploma

Tools

CRM systems

IVR platforms

Workforce management tools

Job description

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Job Title

Status

Regular Full-Time

Temporary - Approximate length of assignment, in months

Type of Position

a Replacement

Start Date

immediate

Annually

Salary Grade

$118,193.00 - $134,230.00

Department

York Region -> Corporate Services -> Digital & Customer Experience

Location

DCX - Customer Experience CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT US

Almost 1.3 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2051. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Recognized by Forbes as one of Canada’s Best Employers, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipal Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Manager, Corporate Contact Centre Operations, this position oversees the operational and strategic performance of the Corporate Contact Centre, supervising staff who deliver customer-focused service across multiple communication channels. Responsibilities include managing inquiries, applications, referrals, complaints, and feedback for departmental and regional programs—ensuring legislative compliance, service consistency, and responsiveness. The role recommends and monitors performance standards aligned with corporate customer experience objectives, tracks Key Performance Indicators (KPIs), and leverages quality assurance insights to drive innovation, efficiency, and satisfaction. The Supervisor leads staff development through coaching, training, and engagement initiatives, while advancing continuous improvement and the adoption of new technologies to enhance service delivery.

WHAT YOU'LL BE DOING

• Supervises staff delivering customer service across multiple channels, including in-person service, telephone, email, and digital platforms.
• Oversees the intake, screening, and application support for a broad range of regional programs and services.
• Provides guidance and support in managing complex, urgent, or crisis-related customer situations.
• Ensures staff deliver accurate information, referrals, and service navigation to internal and external partners based on customer needs.
• Reviews service delivery decisions and ensures compliance with applicable legislation, policies, procedures, and regulatory frameworks.
• Oversees customer-facing activities ensuring consistent and effective service delivery.
• Manages program-related data systems, waitlists, and service tracking tools.
• Maintains assigned program portfolios and collaborates with partners to support service delivery goals.
• Monitors and maintains Service Level Agreements and ensures compliance with service performance targets.
• Monitors and evaluates customer service quality through KPIs, satisfaction surveys, and other feedback tools.
• Prepares reports and analyses to inform service delivery decisions and improvements.
• Stays current on relevant legislative and policy updates, industry trends, and service innovations.
• Identifies gaps and improvement opportunities in service delivery and implements approved changes.
• Leads and contributes to program planning, policy development, and alignment with broader organizational goals and standards.
• Oversees the preparation and execution of business plans, communication strategies, and resource allocations to achieve operational targets.
• Supervises staff in accordance with organizational policies and collective agreements, including recruitment, coaching, and performance management.
• Ensures compliance with occupational health and safety standards and promotes a safe working environment.
• Promotes diversity, equity, and inclusion through inclusive service design, team practices, and respectful engagement with customers and staff.
• Participates in internal and external committees and working groups to advance departmental objectives.

WHAT WE'RE LOOKING FOR

• Completion of a post‑secondary diploma or an approved equivalent combination of education and experience.
• Minimum three (3) years of progressive experience in a contact centre or customer service environment, including one (1) year of direct supervisory experience.
• Demonstrated understanding of contact centre operations, technologies (e.g., CRM systems, IVR platforms), and multi‑channel service delivery (phone, email, chat, in‑person).
• Knowledge of applicable provincial legislation, customer service standards, and program delivery frameworks
• Familiarity with project management principles, service performance metrics, workforce management tools, and process improvement methodologies.
• Ability to demonstrate the Region's leadership and core competencies.

Scheduled Weekly Hours

35

Scheduled Shifts

8:30 - 16:30

Operational Hours

Close Date

October 5, 2026

# of Hires Needed

1

Union

Non Union Staff

All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email [e-mail] or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.