Access Halton Team Supervisor

**Access Halton Team Supervisor**: **Posting ID**: 4307 **Department**: Corporate Services **Division**: Communications **Pay Range**: $106,295 - $132,865 **Job Type**: Contract > 1 Year **Contract Duration**: up to 12 months **Hours of Work**: 35 hours per week **Work Location**: Halton Regional Center, 1151 Bronte Road, Oakville **Employee Group**: MMSG **Posting Date**: June 9, 2025 **Application Deadline**: June 22, 2025 **_ Please be advised that the results of this competition may be used to fill subsequent vacancies of the same position within the next 18 months._** **Job Summary**: The position will supervise daily operations and offer technical, process and procedural guidance to ensure effective operations. The Team Supervisor is responsible for supervising contact center activities and is available to support and assist Customer Service Representatives as required. The Team Supervisor delivers a broad range of call centre activities and specialized information to external and internal customers and users of Halton Region services. **Duties & Responsibilities**: - Directs and oversees the daily operation of CSR’s including the development of schedules, approving vacations, and provision of coverage. - Develops team goals and works with staff to identify individual objectives. - Implements Access Halton’s quality assurance program by monitoring, coaching and evaluating Customer Service Representatives performance to ensure high quality service delivered with professionalism, empathy, courtesy, and accuracy. - Works collaboratively with other Team Supervisors to prepare schedules and plans to meet service delivery requirements, and address availability, capability and performance requirements. - Keeps track of attendance, daily statistics, all scheduled and unscheduled time off, and non-call related activities. - Assists Customer Service Representatives on, or handles difficult calls from the public. Provides exceptional customer service when responding to resident inquiries and provides a model of customer service excellence to Customer Service Representatives. - Maintains a good understanding of services offered by other levels of government and provides a thorough understanding of the tools and methods for obtaining and accessing that information. - Liaises with program areas to ensure service delivery needs are met. - Creates and updates training materials as required and provides training to staff on changes in process, scripting, or system changes. - Prepares daily operational and statistical reports analyzing service levels and quality of service. - Performs other duties as assigned. **Skills & Qualifications**: - Post-secondary diploma in Business, Public Administration, Management or related discipline. - A minimum of three years’ experience in a customer contact center environment is required, preferably in a leadership role. - Experience with technology solutions including Siebel CRM, Microsoft Office (Excel &Visio are a must), Avaya Contact Centre, workforce management, social media platforms including Hootsuite and database knowledge. - Excellent knowledge of contact centre metrics and their impact on customer service. - Knowledge of programs and services delivered by all levels of government including Halton Region, Local Municipalities, Provincial and Federal governments and community organizations is required. **Working/ Employment Conditions**: **Working Conditions** - Weekly on-call rotation to support Access Halton’s 24-hour, seven days a week operation. - Criminal Record Check. - In accordance with requirements in Ontario Regulation 191/11 - Integrated Accessibility Standards and the Ontario Human Rights Code, Halton Region will accommodate the needs of individuals with disabilities throughout the recruitment process. If you require accommodation at any stage of the recruitment process, please inform the Talent Acquisition representative of the nature of the accommodation(s) you require. - Applications will be accepted until 11:59 p.m. on the deadline date specified on the posting. Halton Region serves more than 650,000 residents throughout Burlington, Halton Hills, Milton and Oakville. We are committed to delivering high quality programs and services that make Halton a great place to live and work. We engage great people who contribute to meaningful work that makes a positive difference in our community. At Halton, you are encouraged to grow and succeed in your career and are recognized for your accomplishments and contributions. As an employee, you will be part of a progressive, service focused and award winning employer with a diverse and inclusive work environment.