Customer Service Supervisor

**Job Purpose**

The Supervisor: Customer Service has supervisory responsibility for the day to day operations of the Ottawa Humane Society (OHS) Adoption Centre and the Intake department, including to schedule and supervise admissions and rehoming staff to ensure safe and efficient operations

**Duties and Responsibilities**
- Oversee the daily operations of the admissions and rehoming departments
- Ensure adherence to Municipal Animal Shelter Services Agreement (MASSA)
- Supervise, schedule, and coordinate admission and rehoming staff, volunteers, and work placements
- Perform daily updates and biweekly preparation of timesheets and payroll records for departmental staff for timely submission
- Ensure accuracy of data entered into Chameleon, HRIS, and other departmental files
- Monitor, stock, and order supplies for adoption and rehoming departments in line with department budget
- Oversee daily Buddy and Belle retail boutique operations including overall responsibilities for inventory, cash records and closing out procedures
- Assist the Manager: Admissions and Rehoming in the recruitment and selection of staff
- Provide initial and ongoing orientation and training for admission and rehoming staff, volunteers, and work placements
- Monitor performance and provide ongoing feedback to admission and rehoming, volunteers, and work placements
- Prepare and deliver annual performance appraisals in conjunction with Manager: Admissions and Rehoming
- Provide case consultation to other staff and managers
- Act as Emergency Officer in accordance with the OHS Emergency Plan
- Maintain relationships with OHS partners, clients, and stakeholders
- Be thoroughly familiar with, and ensure adherence to, pertinent legislation, regulations, guidelines, OHS policies, procedures, collective agreement, and good animal care practices
- Produce and maintain accurate reports, records, and files
- Participate in supervision, evaluation, training, and other meetings as required
- Participate in the identification and evaluation of OHS program goals and objectives
- Participate in professional development opportunities
- Participate in public relations and promotional activities as required
- May be required to assume some responsibilities of Manager: Admissions and Rehoming

**Qualifications**
- Secondary school diploma or equivalent
- Minimum of two years’ experience in a supervisory role
- Minimum of two years’ experience in customer service
- Knowledge and experience in issues related to animal care and welfare preferred
- Retail and/or marketing experience is an asset
- Proficiency in Microsoft Office Suite
- Professional working proficiency in spoken and written English is required

**Working Conditions/Physical Requirements**
- Employee will be required to work evening, holiday and weekend shifts
- Employment is conditional upon successful completion and maintenance of current Standard First Aid CPR-C and AED certification
- Employment is conditional upon the ability to provide services in a safe manner, including, but not limited to, lifts and transfers of large animals and interaction with potentially aggressive animals
- Employee will be required to wear a uniform designated by the employer
- Employment is conditional upon maintaining confidentiality of OHS information
- Employment is conditional upon the ability to work around all species of animals safely

The Ottawa Humane Society is an equal opportunity employer. The OHS offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by the OHS regarding a job opportunity, please advise prior to the interview if you require accommodation.

Schedule (Rotational Full-time):
Month 1:
Tuesday: 1:00 pm
- 9:00 pm
Wednesday, Thursday & Friday: 10:30 am
- 9:00 pm

Month 2:
Monday: 10:30 am
- 9:00pm
Tuesday: 10:00 am
- 6:00 pm
Saturday & Sunday: 8:00 am
- 6:00 pm