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Supervisor Customer Care

2 weeks ago

Thunder Bay, Canada City of Thunder Bay Full time

:
The **City of Thunder Bay** provides exceptional quality of life to those who live, work, and play in Thunder Bay - a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.

The City of Thunder Bay is a place where art, culture and nature come together

Watch this video to learn more about our City at:
**Job Description**:
***:Under the general supervision of the Manager-Transit, is responsible for supervising the Divisions financial and administrative activities, including acting as a lead in the budget cycle process. Overall this position is responsible for planning, developing and supervising the provision of accessible transit services, general customer services and managing all marketing, sales and communications initiatives.

**MAJOR RESPONSIBILITIES**:

- Supervises and directs the specialized transit service delivery program, including eligibility, registration, trip scheduling, program policies and client management.
- Assesses Section staffing needs, makes recommendations on complement amendments and organizational structure, participates in the division’s recruitment processes, and makes effective hiring decisions.
- Supervises Section staff including staff development, training, performance management/review, coaching/mentoring, health and safety, collective agreement administration, discipline, and termination decisions.
- Participates in the preparation, administration, and control of capital and operating budgets for the Division.
- Supervises, monitors and audits processes related to accounts payables, receivables, inventory control, cash handling and standard operating procedures for the Division.
- Supervises the administration of the Division’s revenue generating and expense related contractual agreements with consultants, contractors, service providers and other organizations.
- Promotes and oversees all customer service protocols for the Division; establishes and maintains a transit travel training program and a customer satisfaction response system, ensuring the timely provision of service information and response to complaints, information requests, and public comment.
- Develops, implements and monitors customer communications, marketing and promotional strategies and plans, public consultations and initiatives designed to pursue ridership growth and increased revenue opportunities.
- Supervises, monitors and oversees all media platforms and maintains up to date knowledge and awareness of emerging trends, developments and issues including online and social media.
- Develops and maintains an accessibility plan in compliance with regulations and standards under the AODA including staff training, customer travel training, public presentations and status reports.
- Participates with the Manager in planning and implementing short and long term goals and objectives and participates in the preparation of surveys, studies, business cases and reports.
- Oversees the Division’s operational and administrative technologies, including the transit video surveillance program, and provides recommendations relating to the implementation of new or existing technologies.
- Establishes working relationships with other departments, external agencies, boards and committee’s in order to develop and enhance community mobility and transit supportive programs and partnerships.
- Oversees Divisional requirements related to MFIPPA and corporate records management, retention and schedules.
- Performs such other related duties as may be assigned.

**QUALIFICATIONS**:
**Education/Experience**:

- Degree in business administration, commerce or other related discipline together with a minimum of three years progressively responsible management experience in a customer service, administration and service provision environment; or
- Diploma in business administration, commerce or other related discipline together with a minimum of five years progressively responsible management experience in a customer service, administration and service provision environment
- Minimum three to five years’ demonstrated supervisory experience preferably in a large unionized environment
- Proven experience with accounting procedures, budgets and financial reporting, preferably in a public sector environment.
- Demonstrated knowledge of the various components of human resource management
- Knowledge of marketing and promotional principles, methods and objectives.

**Skills/Abilities**:

- Superior ability to communicate effectively and concisely, both orally and in writing, including strong