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Supervisor, Contact Centre

3 months ago

Markham, Canada City of Markham Full time

The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada’s Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

**Join us and make a lasting difference**

**Job Summary**
Reporting to the Contact Centre Manager, the Supervisor plays a pivotal role in guiding the Contact Centre team to uphold a standard of excellence in delivering client-focused service to both internal and external stakeholders. This position entails overseeing the operational aspects of the Centre and the performance of Customer Service Representatives (CSRs).

**KEY DUTIES AND RESPONSIBILITIES**
- Supervise Contact Centre staff, by assisting with staff schedules, attendance tracking, training initiatives, and performance evaluations.
- Resolve internal and external client issues promptly, ensuring compliance with established service standards and corporate policies.
- Monitor call volumes and phone queues daily and maintain the telephone system Call Centre software including scripting queues, managing call flow, maintaining service levels and generating reports.
- Collaborate with the Contact Centre Manager to maintain adequate staffing levels and to ensure service levels, KPIs and budget are met.
- Oversee the continuous gathering and analysis of monthly reports to be used within the organization.
- Collaborate with the Contact Centre Manager in strategizing, developing, and executing short and long-term operational objectives for the Centre.
- Assist the Contact Centre Manager in the preparation of reports and delivery of presentations to Standing Committee, Council, Department Head and Commissioner as required.
- Hours of work may vary and may include early mornings (for program registration days) and evening work (to support the Centre’s after-hours work and during weather events); attendance at meetings, business functions will also be required.
- Other duties as assigned.

**Requirements**:

- Minimum 5-7 years of work experience in a Contact Centre work environment with 2-3 years in Supervisory role.
- Post-Secondary degree or equivalent work experience
- Knowledge/experience in municipal settings is considered an asset
- Experience with Contact Centre Application Technologies
- Call routing, IVR, CTI, Call Recording, Workforce Management
- Knowledge of Customer Relationship Management software CRM, and Knowledgebase software
- Excellent customer service skills, including the ability to successfully deal with conflict situations without further escalation.
- Ability to train and develop staff.
- Strong team player with excellent communication skills, both verbal and written.
- Goal oriented, with a demonstrated ability to work under pressure and meet deadlines.
- Experience with Microsoft Office including Word, Excel, Outlook and Power Point, Microsoft TEAMS.

**CORE BEHAVIOURS**
- ** Service Excellence**: Leads and supports staff in meeting or exceeding service standards when interacting with customers.
- ** Change & Innovation**: Effectively implements change and supports and involves staff through change transitions.
- ** Teamwork & Relationship Building**: Leads and supports staff in working together collaboratively, fosters teamwork and inclusion, and cultivates relationships.
- ** Communication**: Models active listening and clear communication, and supports staff members in communicating effectively.
- ** Accountable Results Oriented**: Role models ethical behaviour and accountability; clarifies expectations, policies and legislation and supports staff in meeting them.
- ** Management & Leadership**: Supports a positive work environment, develops and enables staff, sets clear expectations, provides regular feedback, and addresses performance.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.