Supervisor – Customer Service

City of Thunder Bay; Northwestern Ontario; Presencial; CAD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension plan

Health, vision, and dental coverage

Paid vacation and holidays

EFAP and wellness initiatives

Tuition reimbursement and leadership/培

Recognition and career development

Descripción de la vacante

City of Thunder Bay is seeking a Supervisor – Customer Service to lead Service Thunder Bay, the centralized customer service centre. You will coach staff, monitor service delivery across front-counter, phone, email, and digital channels, and drive continuous improvement for residents and businesses.

The role emphasizes people leadership, operational problem-solving, and a customer-first mindset within a dynamic municipal environment.

Formación

• Diploma or equivalent in public administration, business administration, communications or related field.
• Minimum three years of leadership experience in service delivery or customer experience, preferably in public sector.
• Experience managing technology-based service solutions and transformation projects.
• Strong understanding of customer service principles, standards, and performance measurement.

Responsabilidades

• Provide operational input to the Manager on staffing models, shift schedules, coverage strategies, and planning requirements.
• Review performance reports, dashboards, and trend analyses to monitor service levels and drive improvements.
• Collaborate with City departments to centralize inquiries and improve access to programs and services.
• Supervise Service Thunder Bay team with scheduling, attendance monitoring, and staffing coverage for peak periods.
• Develop and maintain knowledge base articles, FAQs, scripts, process maps, and reference materials.
• Monitor real-time workflow, call volumes, wait times, and backlogs; implement operational adjustments to maintain standards.
• Act as escalation point for complex or high-impact customer service issues or disruptions.
• Coach and mentor team in applying standards, scripts, workflows, and corporate values.
• Ensure adherence to policies, accessibility, privacy, and records management practices.

Conocimientos

Leadership

Customer service

Problem solving

Team coaching

Operational planning

Educación

Diploma in public administration, business administration, communications or a related field

Herramientas

CRM software

Data dashboards

Descripción del empleo

Guide Service Delivery. Support Your Team. Enhance Customer Experiences.

At the City of Thunder Bay, Our City Runs on People Like You. Together, we are building a workplace where everyone belongs, where your leadership, problem-solving abilities, and commitment to customer service help create positive experiences for residents and businesses.

As the Supervisor – Customer Service, you’ll play a key role in the day-to-day operation of Service Thunder Bay, the City’s centralized customer service centre. Supporting a team of dedicated customer service representatives, you’ll help ensure residents can access municipal programs, services, and information through a consistent, responsive, and customer-focused experience.

Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability, and strong sense of community, it’s a city where you can grow personally and professionally while making a meaningful impact through public service.

Where Operational Leadership Supports Exceptional Service

As the Supervisor – Customer Service, you’ll provide day-to-day operational oversight for Service Thunder Bay across multiple service channels, including front-counter service, telephone support, email, and digital platforms.

Working closely with the Manager, Customer Service, you’ll support a modern, centralized service model by coaching staff, monitoring service delivery, resolving escalated issues, and identifying opportunities to improve processes and enhance the customer experience.

This is an opportunity to combine people leadership, customer service expertise, operational problem-solving, and continuous improvement in a dynamic environment that directly supports residents and community members every day.

How You’ll Lead and Support the Team

In this role, you will:

• Provide operational input to the Manager on staffing models, shift schedules, service coverage strategies, and operational planning requirements.
• Review operational performance reports, dashboards, and trend analyses to monitor service-levels and support continuous improvement.
• Collaborate with City departments to support the centralization of inquiries, reduce duplication, and improve access to municipal programs and services.
• Provide direct day-to-day supervision of Service Thunder Bay team, including work assignment, scheduling, attendance monitoring, vacation planning, and adequate staffing coverage for peak periods.
• Lead and approve the development and maintenance of knowledge base articles, FAQs, scripts, process maps, and reference materials, establishing standards.
• Monitor real-time workflow, call volumes, wait times, and service backlogs, and implements immediate operational adjustments to maintain service standards.
• Act as the primary point of escalation for complex, sensitive, or high-impact customer service issues, complaints, or service disruptions.
• Coach, mentor, and support the Service Thunder Bay team in the consistent application of customer service standards, scripts, workflows, and corporate values.
• Ensure consistent adherence to approved customer service policies, procedures, scripts, service standards, accessibility requirements, privacy obligations, and records management practices.

What You Can Count On With Us

We’re proud to offer a workplace where your well-being, growth, and sense of purpose come first. As the Supervisor, Customer Service, you’ll enjoy:

• A competitive salary that reflects your expertise
• A matching pension plan to help you build long-term financial security
• Comprehensive health, vision, and dental coverage, plus life insurance for peace of mind
• Generous paid vacation and holidays, with the option to purchase additional leave days when you need more time off
• Access to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall health
• Leadership development and tuition reimbursement programs, so you can continue to grow your skills and career
• A culture of recognition and appreciation, with staff events and programs that celebrate your contributions
• A collaborative and supportive work environment that values innovation, teamwork, accountability, and public service

What You’ll Bring to the Team

Here’s what will help you succeed as the Supervisor – Customer Service:

• Diploma in public administration, business administration, communications or a related field
• Minimum three (3) years of leadership experience in a service delivery or customer experience, preferably in the public sector.
• Proven experience in managing technology-based service solutions and organizational start-up or transformation projects.
• Strong understanding of customer service principles, service standards, and performance measurement.
• Demonstrated commitment to respectful, inclusive, and customer-focused public service delivery.
• Strong leadership skills including the ability to give direction, motivate, and recognize others; proven ability to share skills and knowledge with others in a fast-paced service environment.
• Ability to conceptualize and implement change management strategies
• Ability to interpret operational data, identify trends, and implement practical service improvements.

Belonging, Inclusion, and Your Privacy

The City of Thunder Bay is proud to be an equal opportunity employer. We encourage applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women, and members of the 2SLGBTQ+ community. We are committed to a recruitment process and work environment that is inclusive and barrier-free.

If you need an accommodation during any part of the recruitment process, let us know — we will work with you to meet your needs.

For privacy and fairness, please do not include photos, ID cards, driver’s licences, or police record checks with your application. These documents will only be requested if you’re successful.