Supervisor, Service Burlington

City of Burlington; Burlington; Hybrid; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Flexible hours

Hybrid work model

Pension and benefits

Job summary

City of Burlington is seeking a Supervisor for the Consolidated Contact Centre to oversee front-line customer service across phone, email, online, and in person channels. The role supports the Emergency Operations Centre activation and mobilizes the team for inquiries City-wide.

Ideal candidates have a 2-year diploma in Business or Public Administration and 2–4 years in customer service with coaching/leadership experience. Hybrid work and travel between sites may occur.

Qualifications

• Two-year Diploma in Business or Public Administration.
• Two to four years of experience in customer service, with coaching and supervising teams preferred.
• Experience in call monitoring, quality audits, or QA programs is an asset.

Responsibilities

• Manage day-to-day operations of the Centralized Contact Centre to meet KPIs.
• Lead, schedule, and supervise a service-oriented team delivering front-line customer service through multiple channels.
• Mentor and train staff on policies and procedures to maintain service excellence.
• Develop and monitor customer-centric policies and processes with effective communication and staff support.
• Foster a positive departmental culture and city commitment to customer-centric services.
• Collaborate with internal/external partners to ensure regulatory compliance.

Skills

Coaching

People management

Analytical skills

Attention to detail

Education

Diploma in Business or Public Administration

Job description

A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Employee Group

Non-Union

Employment Status

Full Time Permanent

Type of Vacancy

Existing Vacancy

Hours of Work

35 hours per week

Department

Customer Experience and Community Relations

Location

This position is eligible for a hybrid work model. Your primary office location will be based out of City Hall located at 426 Brant Street, Burlington, ON. Work location is subject to change at the discretion of the City due to operational demands.

Position Overview

Reporting to the Manager, Customer Experience, this position is responsible for the management and supervision of the City's Consolidated Contact Centre, which delivers front line customer service through multiple channels such as phone, email, online and in person. Play a key role in the activation of the Emergency Operations Centre and mobilizing their team to respond to all customer inquiries for the City.

Responsibilities

• Manage the day-to-day activities of the City’s Centralized Contact Centre in accordance with the standards set and ensuring key performance indicators are met.
• Leading, scheduling, and supervising a service-oriented team responsible for the delivery of front-line customer service, including responding to tier one customer inquiries on behalf of client departments.
• Mentoring and training all staff on department policies and procedures with the goal of maintaining customer service excellence.
• Lead and/or participate in the development, implementation and monitoring of customer centric policies, processes and procedures ensuring appropriate communication and support for staff.
• Play a key role in building, maintaining, communicating, and championing a positive departmental culture and the City’s commitment to customer centric services.
• Collaborate with internal departments, external agencies, and various levels of government to ensure that the City is meeting regulations and obligations.

Duties and responsibilities are inclusive, but not limited to the above.

Requirements

You have a two (2) year Diploma in Business or Public Administration. Two (2) to four (4) years of experience in the field of customer service experience, with coaching and managing/supervising teams preferred. Working in a Contact Centre or Customer Relationship Management environment is preferred.

Experience conducting call monitoring, quality audits, and administering quality assurance programs in a customer service or Contact Centre environment is considered an asset.

Communication and collaboration are critical to providing quality service to staff and customers. You like to work independently and as part of a team to deliver training and creative solutions. Your initiative and ability to anticipate and solve problems is combined with proven analytical skills. Highly organized with demonstrated attention to detail. Must be able to handle multiple changing priorities and work on multiple concurrent assignments.

Proficiency in monitoring and reporting KPIs, tracking budgets, and analyzing service trends is considered an asset. Experience developing and implementing customer-focused policies, processes and procedures is an asset.

This position may require occasional travel between sites and/or City facilities and must provide your own transportation. This position requires occasional support for planned and unplanned events, during and outside regular business hours.

Police Check Requirement

This position requires the successful candidate to provide a clear criminal record check at their own expense.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: [e-mail] if you require accommodation to ensure your equal participation in the recruitment and selection process.

Note to Applicants

We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.