Supervisor, Service Brampton

**Job Description**:
**JOB TITLE**:Supervisor, Service Brampton

**DEPARTMENT**:Community Services

**POSTING NUMBER**:106394

**NUMBER OF POSITIONS**:1

**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:35 hour workweek / shift work / variable hours

**LOCATION**:Hybrid Model*- when working onsite, you will report to the location of West Tower.

**SALARY GRADE**:6

**HIRING SALARY RANGE**:$97,593.00 - $109,792.00 per annum

**MAXIMUM OF SALARY RANGE**:$121,991.00 per annum

**JOB TYPE**:Management and Administration

**POSTING DATE**:October 11, 2024

**CLOSING DATE**:October 25, 2024

**AREA OF RESPONSIBILITY**:
Reporting to the Operations Manager, Service Brampton, this position is responsible for effective business planning and smooth daily operation and supervision of the City’s multi-channel, multi-location 24x7 Contact Centre and 311 Service, Service Brampton and Cashiers Centre(s). Accountable to meet and exceed customer service targets by: motivating a high-performing team, creating and sustaining solid internal and external business partner relationships, supervising the division’s information management, work force management, training and quality assurance activities, recommending, implementing and effectively managing change for short and long-range business, process and technology improvements in alignment with the City’s Customer Service Strategy.

**Staff management**: Fosters a positive and productive teamwork environment by leading, building and motivating staff. Effectively communicates operational procedures, service targets and directives to leads and front line team members. Monitors and supervises staff to ensure adherence to schedules and operational procedures. Develops employee performance standards, evaluates employee work performance, resolves issues and conducts performance management activities. Provides feedback and coaching for individual and team improvement in customer satisfaction, quality and productivity performance.

**Customer Service**: Responsible for maintaining a work environment that is citizen-centred and where a customer service orientation is strongly held. Oversees the timely and consistent processing of customer inquiries and transactions. Assists Manager with setting customer service and quality targets, then implements and monitors performance to targets. Prepares scripts and communicates updated information to staff. Oversees payment and cash management, processing and reconciliation activities to ensure efficiency, accuracy, security, fraud mitigation and compliance. Leads and motivates by example, being available and visible to interact with staff and customers to ensure consistent positive customer relations. Manages escalated customer service issues. Minimizes risk by investigating and recommending resolution to management on sensitive, contentious, public impacting or political matters.

**Work Force Management**: Prepares, analyzes, and monitors service, quality and productivity metrics. Ensures adequate staffing to meet service levels - forecasting, seasonal/peak period and intra-day planning, preparation of work schedules and assignments for the City’s multi-channel multi-location 24x7 Contact Centre and 311 Service, Service Brampton Centre(s) in support of the City’s diverse cross-departmental service delivery areas and lines of business. Identifies service pressures, operational requirements, and ensures tracking of specific areas or projects. Makes recommendations based on analysis of trends with anticipation of emerging service initiatives that may affect work force management forecasting and planning.

**Corporate Contribution & Accountability**: Manages operational budget within authority, and provides input to divisional budget based on analysis of trends and anticipation of emerging service needs. Identifies business information needs, supervises development and maintenance of knowledge base and standard operating procedures. Leads and implements divisional projects and service initiatives that align with departmental goals and Customer Service Strategy priorities. Accountable for collection and timely, accurate processing of Taxes, Provincial Offences fines, and other payments to the City, consistent with current legislation, by-laws and policies. Provides hands-on customer service, communication and operations support to ensure business continuity for the 24x7 Contact Centre and 311 Service - mission critical within Brampton’s Emergency Management Office overall City business continuity and emergency management program. Provides back-fill for Manager during absences.

**Relationship Management**: Liaises with internal and external business partners as key customer service stakeholders. Facilitates regular communications and meetings with business partners to build and maintain strong working relationships, review key performance indicators, provide business intelligence, and agree on and implement process and p