Access Halton Team Supervisor
2 weeks ago
**Access Halton Team Supervisor**:
At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the recruitment process.
Over the next 4 years, the Region’s goal is to become a Digital First organization that is committed to delivering high-quality services in the digital age. Our Digital Mission is to offer 125 of our most used customer-facing services and the top 50 internal processes and staff experiences as complete digital services by 2025.
Through collaboration, innovation, digital and information decision-making models, accountability, and partnerships, Halton Region aims to Build a Strong Digital Culture. The Region aims to invest in education, and training, celebrate and showcase successes and build a community of practice that will share knowledge and tap into individual skills.
There is no better time to join Halton Region as we transform our conventions and practices to better serve our community and employees.
As an employer of choice, Halton Region recognizes the many benefits of hybrid work arrangements including flexibility and better work-life balance for our employees. This position is eligible for our Hybrid Work Program.
**Posting ID**: 2842
**Department**:Digital & Information Services
**Division**: Digital Services & Data Management
**Pay Range**:$96,256 - $128,372
**Job Type**: Contract > 1 Year
**Contract Duration**: 18 months
**Hours of Work**: 35 hours per week
**Work Location**:Halton Regional Centre - 1151 Bronte Road, Oakville, Ontario
**Employee Group**: MMSG
**Posting Date**: February 20, 2024
**Application Deadline**:March 5, 2024
**Job Summary**:
Access Halton is the central point from which Halton Region manages customer interactions across various channels for a broad range of programs and services.
The Access Halton (AH) Supervisor is responsible for leading teams of Customer Service Representatives (CSRs) and managing the daily operations of the contact centre under the direction of the Manager, Service Channel Integration. The Supervisor works collaboratively with two (2) other supervisors to ensure that the contact centre runs smoothly and efficiently by overseeing scheduling, forecasting, workforce capacity planning, and providing technical, process and procedural support to the staff. The Supervisor also contributes to developing and implementing customer service policies and procedures as part of the management team that contribute to maintaining high service delivery standards.
The AH Supervisor monitors staff training, inquiry handling quality, and suggests and implements improvements based on customer feedback. They are also responsible for regular reporting to identify trends and opportunities for continuous improvement. The Supervisor delivers a range of contact centre services and specialized information to customers and users of Halton Region services, both external and internal.
The AH Supervisor will be part of the team supporting the Digital Transformation of service delivery. They will support the transformation project and change management within Access Halton, including the implementation of the Region’s new Customer Relationship Management System - Salesforce, modernizing call centre technology with the use of softphones, chatbots, real-time analytics, and digital channel customer service.
**Duties & Responsibilities**:
**Staff Management and Quality**:
- Oversees the daily operations of AH, including creating schedules, approving leave requests, and ensuring adequate resourcing.
- Responsible for setting team goals in alignment with departmental and corporate strategy. Collaborates with CSRs to define individual objectives, monitors their progress through performance reviews, and provides opportunities for continuous improvement and learning.
- Support the Manager in their tasks and responsibilities and fill in for the Manager as needed.
- Accountable in meeting all KPIs metrics and organizational core competencies, service levels, quality assurance, issue resolution and customer satisfaction with a focus on all service channels.
- Implements AH’s quality assurance program and provides ongoing feedback to ensure adherence to service standards and best practices.
- Analyzes performance data and evaluation results to identify common issues, training needs, and process gaps, and proposes process improvements and training initiatives.
- Keeps accurate and detailed records of quality monitoring evaluation scores, feedback given, and action plans executed, ensuring data reliability and reporting accuracy.
**Reporting and Schedules**:
- Works in partnership with other Supervisors to create schedules and plans that meet service delivery needs, and consider availability, capability an
-
Team Supervisor, Water
3 weeks ago
Halton, Canada Halton Region Full time**Team Supervisor, Water & Wastewater**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Conservation Halton Trail Association Member
3 weeks ago
Halton, Canada Conservation Halton Full time**Your Opportunity**: Conservation Halton is pleased to announce the launch of an exciting new volunteer program, the Conservation Halton Trail Association (CHTA). This exciting new volunteer program will assist the Conservation Operations team with the ongoing management, maintenance, planning and construction of current and future trails across all of...
-
Communications Advisor to The Halton Police Board
2 months ago
Halton, Canada Halton Region Full time**Communications Advisor to the Halton Police Board Chair**: The Halton Police Board is an equal opportunity employer. Our core values are based on the concept that much can be achieved when police and the citizens we serve work together to solve contemporary community problems related to traffic, crime, mental health and addiction, crime prevention and...
-
Team Supervisor, Treatment Plant Maintenance
3 weeks ago
Halton, Canada Halton Region Full time**Team Supervisor, Treatment Plant Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Team Supervisor, Treatment Plant Maintenance
3 weeks ago
Halton, Canada Halton Region Full time**Team Supervisor, Treatment Plant Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Team Supervisor, Treatment Plant Maintenance
2 weeks ago
Halton, Canada Halton Region Full time**Team Supervisor, Treatment Plant Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Team Support Clerk
2 weeks ago
Halton, Canada Halton Region Full time**Team Support Clerk**: - At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the...
-
Supervisor, Nutrition Services
1 week ago
Halton, Canada Halton Region Full time**Supervisor, Nutrition Services - Float**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Team Supervisor, Treatment Plant Maintenance
2 weeks ago
Halton, Canada Halton Region Full time**Team Supervisor, Treatment Plant Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Supervisor, Payroll Operations
4 weeks ago
Halton, Canada Halton Region Full time**Supervisor, Payroll Operations**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the...
-
Supervisor, Employment Services
2 months ago
Halton, Canada Halton Region Full time**Supervisor, Employment Services**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout...
-
Supervisor, Business Solutions
4 weeks ago
Halton, Canada Halton Region Full time**Supervisor, Business Solutions**: - At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout...
-
Supervisor, Operations
3 weeks ago
Halton, Canada Halton Region Full time**Supervisor, Operations (Paramedic Services)**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Supervisor, School Years Health
2 months ago
Halton, Canada Halton Region Full time**Supervisor, School Years Health**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout...
-
Supervisor, Landfill Operations
3 weeks ago
Halton, Canada Halton Region Full time**Supervisor, Landfill Operations**: - At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout...
-
Supervisor, Healthy Babies Healthy Children
4 days ago
Halton, Canada Halton Region Full time**Supervisor, Healthy Babies Healthy Children**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Supervisor, Food Safety
4 weeks ago
Halton, Canada Halton Region Full time**Supervisor, Food Safety**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the...
-
Supervisor, Food Safety
2 days ago
Halton, Canada Halton Region Full time**Supervisor, Food Safety**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the...
-
Supervisor, Roads Operations
2 months ago
Halton, Canada Halton Region Full time**Supervisor, Roads Operations & Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
-
Supervisor, Roads Operations
2 days ago
Halton, Canada Halton Region Full time**Supervisor, Roads Operations & Maintenance**: At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities...
