Clerk C-Team Lead, Contact Centre

• Current cover letter (Required)

Recruitment Details

Clerk C - Team Lead, Contact Centre

Department: Winnipeg Transit Plus Client Services

Designated Work Location: 414 Osborne, on site

Position Type: Full time, permanent

Hours of Work: Varied and will include days, evenings, weekends and holidays

Salary: $2,175.75 to $2,351.98 bi-weekly as per the Clerk C Classification within the C.U.P.E Collective Agreement., and based on 35 hour work week.

Employee Group: CUPE

Posting No.: 127404

Closing Date: September 29, 2026

Providing a wide range of services to over half of all Manitobans, The City of Winnipeg is one of the largest employers in Manitoba. We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers.

Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits. We take pride in fostering a , diverse , safe, and healthy workplace where our employees can thrive and achieve their full potential.

Flexible work arrangements, which may include flexible hours, remote work, or a hybrid of remote work may be available; subject to review and approval. Please note that Employees who are approved to work remote are responsible for and must demonstrate that they are available to return to their Designated Work Location and/or other work location to attend meetings or attend other tasks that occur in person.

The City is committed to attracting and retaining a diverse, skilled workforce that is representative and reflective of the community we serve. Applications are encouraged from equity groups that have been and continue to be underrepresented at the City; Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples and Newcomers are encouraged to self-declare.

For the purpose of this recruitment, Equity may be a factor in selection.

In accordance with the applicable collective agreement(s), recruitment and promotion provisions will be considered prior to applying equity strategies. Where permitted, preference will be given to qualified applicants who self-identify as members of the equity group(s) listed above.

Requests for Reasonable Accommodation will be accepted during the hiring process.

Preference to internal applicants may be applied.

Job Profile

Under the general supervision of the Contact Centre Coordinator, the Team Lead (TL) resolves complex issues related to paratransit and on-request service delivery and responds to escalated customers referred by Customer Service Representatives (CSRs). This position monitors paratransit and on-request service in real-time by functioning as centralized dispatching of all vehicle resources and receiving urgent and non-urgent calls to address issues from contracted and Departmental vehicle resources. The Team Lead also liaises with various Divisional staff and other Departmental business units to resolve day-to-day operational issues by interpreting policies and procedures and delivering excellent and consistent customer service. This position assists senior contact centre staff with scheduling, training, development and performance of Customer Service Representatives (CSRs).

Duties

As the Team Lead, your duties will include :

• Assists the Contact Centre Coordinator by fulfilling the role of a front-line/first-level supervisor in assigned staff training, development and performance; on-the-job training, monitoring, coaching and mentoring; scheduling and overseeing the Contact Centre operations during extended hours or as required.
• Responds to complex issues related to Transit Plus and On-Request service delivery and escalated customers, contractors, or drivers.
• Functions as centralized dispatching resource for Transit Plus and On-Request service vehicles.
• Acts as Contact Centre Coordinator as assigned or required.

Your E