Customer Services Supervisor

Under the direction of the Manager of Client Services, the Customer Services Supervisor provides guidance to customer service team members (Contact Centre and Customer Services), manages team performance, handles customer complaints, and implements strategies to improve service quality to ensure customer satisfaction. The Transit Customer Services Supervisor is responsible for managing and ensuring that a high level of professional service is provided by the front-line customer service in addition to contact centre teams who provide a broad range of services to the public, including one contact centre, four customer service branches.

The team provides services including general information about all Transit services including schedules, routes, policy information, eligibility criteria, on-site visits, small claims, charter services, photo ID and fare and payment processing, etc. Both front-line and contact centre teams receive and respond to complaints/commendations about both conventional Transit as well as paratransit service from citizens.

The position is responsible for the oversight of budgets, staffing, performance management and implementing business strategies and efficiencies, including upgrades to various technological business systems.

The position oversees an area that is directly responsible for Transit’s interaction with citizens through in-person and a call centre environment.

**As the Customer Services Supervisor, you will**:

- Manages and coordinates the Client Services (Contact Centre and Customer Service) teams.
- Supervises the day-to-day service operations to effectively address customer concerns.
- Establishes and monitors performance, quality and cost measures for activities and processes in the branch to help develop/revise transit policies and procedures.
- Develops and manages budgets.
- Manages and develops area training and development and human resource issues.

**Your education and qualifications include**:

- Bachelor’s Degree in Business Administration, Management, HR Management, Public Sector Management, or equivalent combination of related Contact Centre/Customer Service management experience and education.
- Masters degree in the indicated areas of study is an asset
- Additional qualifications in Leadership, Customer Service Management, or Project Management are an asset.
- Five (5) years of direct work experience in a contact centre and/or related customer service environment, with the ability to deal tactfully and sensitively with special needs of customers, and confidential information.
- Three (3) years of direct work experience in gathering information, investigating, responding to, and resolving customer inquiries and achieving performance targets.
- Three years (3) progressive supervisory experience with the ability to effectively lead, and motivate members of a diverse work team.
- Change management experience with the ability to implement new systems and/or a process following change management principles.
- Experience troubleshooting customer service tools, call centre software, and CRM systems is considered an asset.
- Experience developing and facilitating training related to customer service.
- Experience with community agencies including poverty reduction and/or diversity inclusion projects/committees
- Ability to work independently, make sound and immediate decisions.
- Ability to communicate effectively both verbally and in writing with the ability to express ideas clearly and concisely.
- Ability to establish and maintain effective working relationships with multiple stakeholders, including employees at all levels of the organization.
- Advanced problem-solving skills with the ability to analyze, investigate, and formulate immediate recommendations.
- Advanced conflict resolution skills with the ability to maintain composure and de-escalate customer situations.
- Proficiency in Microsoft Office with an advanced level of Excel and Word.
- Knowledge of the Accessibility for Manitobans Act and other relevant legislation relating to bus accessibility and working with the disability community.

**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.
- Must possess and maintain a valid Class 5 Manitoba Driver’s Licence.