Transit Plus Team Lead – Frontline Dispatch & Customer Care

City of Winnipeg; Winnipeg; On-site; CAD 60,000 - 80,000; Full time

Job summary

A municipal organization in Winnipeg seeks a Clerk C - Transit Plus Team Lead to supervise Contact Centre operations. The role includes resolving complex customer issues, monitoring service, and training staff. Applicants should have a high school diploma and at least two years of related experience, particularly in a Contact Centre. We value diverse applicants and foster a supportive work environment. This full-time position provides a salary of $2,175.74 to $2,351.98 biweekly, with varied working hours.

Benefits

Comprehensive benefits

Employer-paid benefits

Education and training opportunities

Qualifications

• Minimum two years experience in a Contact Centre environment.
• Demonstrated ability to communicate effectively both verbally and in writing.
• Good working knowledge of Transit services and policies.

Responsibilities

• Assist the Contact Centre Coordinator with staff training and performance.
• Respond to complex issues and escalated customer concerns.
• Monitor service in real-time as centralized dispatch.

Skills

Customer service resolution

Conflict resolution

Supervisory skills

Teamwork

Multitasking

Education

High school graduation/GED

Post-secondary education in Business or Communications

Tools

Genesys PureConnect

Routematch trip management software

Microsoft Excel

Microsoft Outlook

Microsoft Word

Job description

A municipal organization in Winnipeg seeks a Clerk C - Transit Plus Team Lead to supervise Contact Centre operations. The role includes resolving complex customer issues, monitoring service, and training staff. Applicants should have a high school diploma and at least two years of related experience, particularly in a Contact Centre. We value diverse applicants and foster a supportive work environment. This full-time position provides a salary of $2,175.74 to $2,351.98 biweekly, with varied working hours.