Job Id #31084: Supervisor, Customer Support Services

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- **Job ID #31084: Supervisor, Customer Support Services (Recreation)**:

- **Union**: CUPE 1041
- **Job Description ID #**:**A9394**:

- **Duration**:12 Months**

SUMMARY OF DUTIES

Reporting to the Administration & Business Services Lead, the Supervisor, Customer Support Services (Recreation), co-ordinates, supervises and supports the recreation front line administrative staff in delivery of person-centred customer and administrative services within the recreation division. Shares responsibility for planning, development and evaluation of the processes and procedures, human resources allocations and budgetary requirements.

GENERAL DUTIES

Provides direction, leadership and co-ordination of teamwork. Directly supervises a staff team and manages their day-to-day work by scheduling, establishing priorities and delegation of duties while ensuring maximum utilization of human resources.

Responsible for the performance management of staff including motivation and supervision, staff hiring, evaluation of staff performance, discipline and completes performance appraisals.

Coaches and mentors’ staff through support and guidance for staff development as required. Identifies and coordinates and delivers appropriate staff training.

Assists in the tracking and reporting on performance, utilization rates as part of the monitoring of targets and goals of the unit and to meet community needs.

Reviews and approves and/or recommends expenditures relating to front line staff administrative equipment and supplies. Ensures adherence to processes and procedures.

Leads on city-wide facility permitting process (rentals), seasonal registration launch, and recreation city-wide customer service delivery.

Responsible for the day-to-day operation of Recreation Administration Office service counter.

Responsible to co-ordinate, respond and provide required information to the marketing section, ensuring accuracy and deadlines are met.

Assists in the development of performance metrics and criteria for client service infrastructure, assists in the development, recommendation and interpretation of policies and procedures related to recreation client service.

Reviews and approves content of divisional intranet to ensure up to date and correct information is posted in a timely manner.

Provides quality service delivery of the program by developing an annual operational work plan that is in alignment with divisional and departmental plans to ensure the highest level of client satisfaction.

Ensures quality and efficient client service by reviewing client comments on service delivery and monitoring complaints, performance measurements and feedback from key stakeholders.

Completes regular cash handling reviews for recreation centres, golf, food services and other business areas within Recreation.

Ensures updated policies and procedures are distributed and followed to ensure that the information needed by users in the division and clients is timely and accurate.

Responds to complaints and inquiries in a timely and professional manner by investigating, evaluating and implementing solutions and prepares written reports to citizens and members of Council.

Interprets and ensures compliance with municipal and departmental policies and procedures such as Attendance Management and various specific By-laws or collective agreements.

Responsible for the co-ordination, preparation and monitoring of annual budget for area of responsibility. Provides administration and effective cost control of the allocated current and capital budget through utilization of performance standards, specifications, work program and procedures, monitoring of cost control reports and statistical data.

Represents respective areas in labour relations issues including participation in labour management meetings, providing input for Collective Agreements and grievance settlements.

Establishes and maintains an effective network of communication between senior management and subordinate staff, various public and private sector agencies, user groups, constituents, city departments and other levels of government.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties, as may be assigned, which are directly related to th