Supervisor, Contact Centre

Diversity, Equity and Inclusion Statement

The Region of Durham is committed to advancing equity, diversity and inclusion within our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Number of Available positions:

Temporary Full Time - 01 (12 Month Duration), Permanent Full Time - Multiple

Location

These positions are located at the Regional Headquarters in Whitby Ontario. This 35 hour per week, hybrid position is eligible to work hybrid however may be required to work more than two (2) days per week based on operational requirements and may be required to support extended operations, service distruptions, emergency response activities or other operational needs as required. Employees participating in remote or hybrid work arrangements are required to maintain a reliable wired internet connection that meets the Region's minimum network standards to support secure and uninterrupted service delivery.

Supervisor, Service Durham (Contact Centre)

Reporting to the Manager, Service Durham, the Supervisor is responsible for the day-to-day leadership and operational management of Service Durham's integrated customer service environment, including the 311 Contact Centre, public service counters, email, digital services, and other service channels that support myDurham 311. The Supervisor leads service delivery across multiple channels, supports a team of Customer Service Specialists and Representatives, monitors operational and customer experience performance, supports workforce planning, strengthens knowledge management, and helps ensure service levels, quality standards and customer satisfaction objectives are achieved.

The incumbent will:

• Ensure the effective day-to-day operation of the Service Durham Contact Centre and customer service channels by directing resources, monitoring performance, managing service priorities, and supporting the achievement of customer experience, quality, and service level objectives.
• Lead/coordinate customer service operations and service enablement activities across Service Durham.
• Supervise a team of Customer Service Specialists and Representatives with respect to , performance, attendance, schedule adherence, service quality, professional development and customer service expectations.
• Participate in recruitment and selection, onboarding, training and development, progressive discipline and other people leadership activities.
• Complete regular monthly one-on-one meetings with Customer Service Specialists and Representatives.
• Evaluate the effectiveness of systems and services related to the Service Durham Contact Centre, public front counters and other service channels, while monitoring work quality and ensuring customer satisfaction.
• Deploy operating plans, manage schedule adherence and support the achievement of established performance metrics, key performance indicators, service level agreements and required service levels.
• Respond to/resolve public complaints, and intercede in the resolution of escalated, complex complaints or matters with a high risk of exposure to the municipality.
• Act as a subject matter expert by providing real-time guidance, coaching, and support.
• Monitor contact traffic, system performance, queue performance and call closure statistics
• Monitor call execution and quality relative to performance metrics, maintain operating statistics, report regularly to Service Durham Management, and keep client departments apprised of trends in call traffic relevant to their areas of operation and public engagement goals.
• Analyze customer demand patterns, channel volume distribution and operational trends.
• Monitor the Service Durham overall queue, sub-queues and service activity across all channels, and act on a real-time basis
• Evaluate transactions and service interactions to identify process-level opportunities related to customer experience key performance indicators.
• Prepare and communicate operational performance reports, trends and service insights to management and Regional departments to support informed decision-making and service improvements.
• Lead team meetings, daily huddles and communication activities.
• Implement work processes, procedures and standards to support business needs, operational consistency and service excellence.