Supervisor, Customer Service

4 weeks ago

Mississauga, Canada City of Mississauga Full time

Req ID: 23271
Vacancy Type: Permanent
Number of Positions: 1
Closing Date: 04/19/2023

**Job Summary**:
MiWay is seeking a strong Customer Service leader that can define strategic customer priorities, achieve customer service objectives, and support programs to improve the customer experience.

MiWay is currently developing new Customer Service plans and integrating recommendations from a recent Customer Service Review completed by a third party. This role will be integral to delivering high quality customer service on a day-to-day basis, as well as planning for the future - integrating priority recommendations from the Review and planning for Rapid Transit integration.

If you are an experienced Supervisor and you are accountable for delivering a high quality of customer service through collaboration with other lines of business and key stakeholders, please continue reading.

**Duties and Responsibilities**:
Reporting to the Manager, Customer Success & Innovation, this position is responsible for strategically positioning the Customer Service Team to deliver efficient, high-quality, and seamless service in day-to-day Customer Service across the phone, web, in-person and digital channels.

**Daily Operations**
- Oversee all Customer Service operations, including but not limited to: staffing, processes and procedures, collaboration with other business units, performance management, recognition, quality assurance reviews, team meetings, coaching and training
- Daily review and monitoring of the team’s performance measures (efficiency and quality), in order to gauge success and identify trends, potential issues and opportunities for service delivery improvements and to ensure a high level of customer satisfaction

**Stakeholder Management & Labour Relations**
- Work with various stakeholders, including customers, the operations team, and the customer service team to understand and resolve issues in a high quality, timely manner
- Respond to correspondence received from the public, outside agencies, the Mayor and Councillors' offices and to telephone and in-person requests/inquiries
- Oversee the administration of the collective bargaining agreement including ensuring compliance, resolving issues and grievances, and working closely with HR, Employee & Labour Relations, to represent the City’s interests in collective bargaining, mediation, arbitration and at tribunals

**Strategic Positioning & Project Management**
- Lead the new Customer Service strategy and projects that improve the efficiency and effectiveness of the team, improve Customer Satisfaction Ratings, boost employee morale, improve decision making and reduce customer complaints
- Drive continuous improvement initiatives including standard operating procedures, system changes, and advanced analytics
- Support the planning and delivery of Customer Service on Rapid Transit
- Lead business outreach to promote the MiWay brand, and to educate and inform customers of MiWay services
- Promote MiWay's Vision, Mission, Values, the MiWay 2040 Strategic Plan, and Customer Charter Commitments
- Support on various special project requests as required

**Skills and Qualifications**:

- University degree in Business Administration, Human Resources Management, Business, Industrial Relations or a related discipline
- 5 to 7 years of contact centre industry experience with a solid customer focus and demonstrated ability to develop, motivate, and performance manage staff. Experience must include managing multi-channel contact centre with greater than 10 agents
- 5 to 7 years of experience leading projects that demonstrate a strong sense of initiative and the ability to multi-task in a dynamic work environment
- Experience managing staff in a unionized environment and expertise in the area of labour relations and collective agreement administration is preferred
- Comprehensive knowledge of human rights and employment legislation including but not limited to Ontario Human Rights Code, Occupational Health and Safety Act, Bill 132, and Employment Standards Act
- A self-starter and a team player with excellent communication and interpersonal skills who encourages and supports teamwork, cooperation, and recognition
- Excellent customer service skills and the ability to conduct oneself with tact and diplomacy within a political environment along with an understanding of cultural competency.
- Strong understanding of technology around customer relationship management, workflow management, customer satisfaction metrics and data management
- Must have the ability to travel and to work flexible hours including weekends, early mornings and evenings as required
- Experience with change management is an asset

Hourly Rate/Salary: $ 85,155.00 - $ 113,541.00
Grade: F
Hours of Work: 35
Work Location: Semenyk Court
Organization Unit: T&W/MT Customer Service
Department/Division/Section: T&W/Transportation&Works Dept, T&W/Mississauga Transit, MT Business Development
Non-Union/Union: N

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