Supervisor, Customer Contact Centre

City of Windsor; Windsor; On-site; CAD 107,000 - 130,000; Full time

Benefits offered by this job

Smoke-free office environment

Scent-safe office environment

Job summary

City of Windsor is seeking a Supervisor for the 311 Call Centre to lead daily operations, coordinate staff, and ensure timely civic information for residents. The role requires strong leadership, communication, and analytical skills to manage service levels and quality.

Reporting to the Contact Centre Manager, you will develop schedules, monitor performance, train staff, analyze data, and drive process improvements while upholding safety and corporate standards.

Qualifications

• Must have a University Degree in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and a minimum 2 years of experience coordinating staff duties either in a front line supervisory or direct project management capacity;
• OR : Must have an Ontario Secondary School Graduation Diploma combined with a Community College diploma in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and minimum four (4) years of experience coordinating staff duties either in a front line supervisory or direct project management capacity;
• Must have the ability to travel to off site locations in a timely and expedient manner as required;
• If method of travel is by vehicle, a current valid and lawful Driver's Licence is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment;
• Must have strong research and analytical skills;
• Must have the ability to work independently and prioritize multiple projects;
• Must possess strong problem solving skills;
• Must have superior organizational skills;
• Must have a demonstrated ability to speak publicly with confidence;
• Must be able to deal calmly and professionally with all staff;
• Must have excellent written and verbal communications skills;
• Should have knowledge of the Occupational Health and Safety Act, its regulations and knowledge of the hazards associated with the work;
• Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program;
• Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.

Responsibilities

• Supervising staff engaged in answering and processing inquiries from citizens requesting 311 municipal services or information.
• Preparing work schedules and assignments to ensure adequate staffing of all shifts;
• Conducting staff performance appraisals and monitoring both qualitative and quantitative performance measures through an established quality assurance program;
• Ensuring adherence to standard operating procedures; confidentiality; established workflows and service level targets within a CRM environment; corporate customer service standards and compliance with the Alliance of Information & Referral Systems (AIRS) standards for information and referral;
• Developing materials, delivering and evaluating training for 311 operators, other departments and external groups;
• Resolving operational and technical issues to ensure efficient operation of the 311 call centre;
• Acting as liaison and working collaboratively with departments to evaluate service processes and workflows, establish resolution activities and support service delivery;
• Analyzing data, maintaining program statistics and generating reports to monitor service delivery;
• Providing direction and coaching to staff during crisis calls and responding to elevated customer concerns;
• Monitoring expenses related to payment of overtime, training and office supplies;
• Reviewing and approving payroll;
• Providing input for Call Centre Budget and assistance to the 311 Call Centre Manager as required;
• Will perform Occupational Health & Safety duties as outlined in the Corporation’s Health and Safety Program;
• Will perform other related duties as required.

Skills

Public speaking

Analytical skills

Time management

Communication

Leadership

Education

University degree in Business Administration, Social Science or Communications

Ontario Secondary School Graduation Diploma with college diploma in Business Administration, Social Science or Communications

Job description

Job Title: Supervisor, Customer Contact Centre
Job Posting Number: 2026-0369
Posting Type: Internal
Posting Period: Wednesday, October 14, 2026 at 8:30 a.m. to Tuesday, October 20, 2026 at 4:30 p.m.
Department: Communications & Customer Service
Union: Non-Union
Position Status: Temporary Full-Time
Job Code: NU0379
Grade/Class: 012
Number of Positions: 1
Rate of Pay: $106,903.33 - $129,942.31 annually
Hours of Work per Week: 35 hours
Shift Work Required: No

Duties and Responsibilities:

Reporting to the Contact Centre Manager, this position will be responsible for the daily operation of 311Call Centre, and will also be responsible for:

• Supervising staff engaged in answering and processing inquiries from citizens requesting 311 municipal services or information:
• Preparing work schedules and assignments to ensure adequate staffing of all shifts;
• Conducting staff performance appraisals and monitoring both qualitative and quantitative performance measures through an established quality assurance program;
• Ensuring adherence to standard operating procedures; confidentiality; established workflows and service level targets within a CRM environment; corporate customer service standards and compliance with the Alliance of Information & Referral Systems (AIRS) standards for information and referral;
• Developing materials, delivering and evaluating training for 311 operators, other departments and external groups;
• Resolving operational and technical issues to ensure efficient operation of the 311 call centre;
• Acting as liaison and working collaboratively with departments to evaluate service processes and workflows, establish resolution activities and support service delivery;
• Analyzing data, maintaining program statistics and generating reports to monitor service delivery;
• Providing direction and coaching to staff during crisis calls and responding to elevated customer concerns;
• Monitoring expenses related to payment of overtime, training and office supplies;
• Reviewing and approving payroll;
• Providing input for Call Centre Budget and assistance to the 311 Call Centre Manager as required;
• Will perform Occupational Health & Safety duties as outlined in the Corporation’s Health and Safety Program.
• Will perform other related duties as required.

Qualifications:

• Must have a University Degree in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and a minimum 2 years of experience coordinating staff duties either in a front line supervisory or direct project management capacity;
• OR Must have an Ontario Secondary School Graduation Diploma combined with a Community College diploma in Business Administration, Social Science or Communications or Ontario Ministry of Education equivalency and minimum four (4) years of experience coordinating staff duties either in a front line supervisory or direct project management capacity;
• Must have the ability to travel to off site locations in a timely and expedient manner as required;
• If method of travel is by vehicle, a current valid and lawful Driver's Licence is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment;
• Must have strong research and analytical skills;
• Must have the ability to work independently and prioritize multiple projects;
• Must possess strong problem solving skills;
• Must have superior organizational skills;
• Must have a demonstrated ability to speak publicly with confidence;
• Must be able to deal calmly and professionally with all staff;
• Must have excellent written and verbal communications skills;
• Should have knowledge of the Occupational Health and Safety Act, its regulations and knowledge of the hazards associated with the work;
• Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program;
• Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.

Physical Demands:

• The physical demands analysis associated with this job indicates a sedentary level of work.

The City of Windsor is an equal opportunity employer committed to fostering a workplace that reflects the diverse community we serve.

Note:

• We offer a smoke-free and scent-safe office environment
• Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.