Supervisor of Support Services

2 days ago

Winnipeg, Canada City of Winnipeg Full time

The position is responsible to oversee the daily activities of the front desk, cash desk and appointment clerk as it relates to housing, commercial and zoning sections of the Zoning and Permits Branch from an internal and external customer service perspective. Also responsible to review the Building Fees by-law 66/2016 for fee changes and provide recommendations for related updates to internal systems as necessary.

The position is responsible for the day to day operation and supervision of clerical staff that supports multiple platforms and customer types, including the implementation and review of permit related programs and policies.

The position is also responsible for the performance management and guidance of staff ensuring availability and support as well as development.

**As the**_Commercial Inspections Technical Support Officer,_** you will**:

- Supervise the day-to-day service delivery activities of Permit Intake staff for efficiency, quality, and adherence to Divisional Standards, policies and work processes.
- Respond to complex and/or escalated inquiries from customers. Assess and coordinate responses to ensure clear communications to Divisional staff, other departments, and applicants for timely resolution of escalations.
- Oversee training and resource allocation, to effectively respond to fluctuations in demands for services, to meet customer service standards and service level agreements.

**Your education and qualifications include**:

- Undergraduate degree, B. Commerce or equivalent combination of education, training and experience may be considered.
- Three (3) years supervisory experience including workflow management and performance management.
- Experience working in customer service with a financial background.
- Experience analyzing problems/issues and then making decisions by developing practical solutions to resolve those problems/issues.
- Experience resolving conflict in a customer service environment.
- Knowledge of city zoning by-laws, development procedure by-laws, the City of Winnipeg Charter and Plan Winnipeg.
- General Knowledge of the permits and zoning processes.
- Ability to convey by-law and property information to others.
- Interpersonal skills, including facilitation and collaboration skills.
- Strong verbal communication skills
- Strong written communication skills
- Strong organizational skills in order to meet multiple deadlines within a busy environment.
- Demonstrated analytical and decision-making skills
- Ability to operate a personal computer and associated software (Word, Outlook, Excel, Adobe, geographic information systems).

**Conditions of employment**:

- The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
- Ability to obtain a Commissioner for Oaths status within 6 months of appointment.

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