Customer Service Operations Supervisor

4 weeks ago

Hamilton, Ontario, Canada Thrive Group Full time

We are looking for a Temporary Full-Time Customer Service Operations Supervisor to be part of our Community Services division. Thrive Group is a not-for-profit organization dedicated to delivering services funded through the Local Health Integration Network. Since our inception in 1978, we have expanded our services to support individuals with disabilities, seniors, and those requiring long-term chronic ventilation support.

What We Offer:

  • Healthcare of Ontario Pension Plan (HOOPP)
  • Competitive compensation
  • Continuous opportunities for education, training, and professional development
  • Tuition reimbursement programs
  • Employee Assistance Program
  • $500 signing bonus

Why Thrive Group? We are proud to be recognized as one of Canada's Great Places to Work, achieving accolades such as:

  • Top 50 Best Workplaces in Canada (2024)
  • Best Workplaces for Giving Back (2023)
Position Overview

Reporting to the Assistant Director, this role encompasses a variety of administrative, customer service, and scheduling responsibilities. The supervisor will coordinate aspects of client and staff onboarding, manage scheduling including master schedules, cancellations, and emergency coverage for temporary staff absences. This position involves processing applications and referrals for client services, including preliminary screening and risk management.

The role also entails providing customer service and reception duties, managing complaints, prioritizing tasks, and handling document management, memos, emails, and various reports. The supervisor will respond to inquiries via telephone and email, directing callers to the appropriate personnel as needed. Acting as the first point of contact for clients and community stakeholders, the supervisor will address service inquiries and mentor Customer Service Associates (CSAs) to ensure a high-quality, customer-centered approach.

Qualifications
  • High school diploma required; certification in business administration or a related field preferred.
  • Demonstrated ability to deliver exceptional customer service with a solution-oriented mindset.
  • A minimum of two years of administrative experience with proficiency in Microsoft Word, Excel, and PowerPoint.
  • Previous leadership experience is advantageous.
  • Familiarity with scheduling systems and data collection software is preferred.
  • Knowledge of human resources practices, labor laws, and Accessible Customer Service Standards is a plus.
  • Experience in a community-based, non-profit environment is preferred.
  • Proficiency in English with effective verbal and written communication skills.
  • Excellent organizational skills with a strong attention to detail and the ability to multitask.
  • A valid driver's license and reliable transportation are required.
Job Type: Full-time, temporary

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