Supervisor, Corporate Contact Centre (Supervisor, Customer Service)

Description

ABOUT US
Almost 1.3 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2051. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER
Recognized by Forbes as one of Canadas Best Employers we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipal Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Benefits and Wellness - Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health dental and life insurance access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.
  

ABOUT THE ROLE
Reporting to the Manager Corporate Contact Centre Operations this position oversees the operational and strategic performance of the Corporate Contact Centre supervising staff who deliver customer-focused service across multiple communication channels. Responsibilities include managing inquiries applications referrals complaints and feedback for departmental and regional programsensuring legislative compliance service consistency and responsiveness. The role recommends and monitors performance standards aligned with corporate customer experience objectives tracks Key Performance Indicators (KPIs) and leverages quality assurance insights to drive innovation efficiency and satisfaction. The Supervisor leads staff development through coaching training and engagement initiatives while advancing continuous improvement and the adoption of new technologies to enhance service delivery.

WHAT YOULL BE DOING

• Supervises staff delivering customer service across multiple channels including in-person service telephone email and digital platforms.
• Oversees the intake screening and application support for a broad range of regional programs and services.
• Provides guidance and support in managing complex urgent or crisis-related customer situations.
• Ensures staff deliver accurate information referrals and service navigation to internal and external partners based on customer needs.
• Reviews service delivery decisions and ensures compliance with applicable legislation policies procedures and regulatory frameworks.
• Oversees customer-facing activities ensuring consistent and effective service delivery.
• Manages program-related data systems waitlists and service tracking tools.
• Maintains assigned program portfolios and collaborates with partners to support service delivery goals.
• Monitors and maintains Service Level Agreements and ensures compliance with service performance targets.
• Monitors and evaluates customer service quality through KPIs satisfaction surveys and other feedback tools.
• Prepares reports and analyses to inform service delivery decisions and improvements.
• Stays current on relevant legislative and policy updates industry trends and service innovations.
• Identifies gaps and improvement opportunities in service delivery and implements approved changes.
• Leads and contributes to program planning policy development and alignment with broader organizational goals and standards.
• Oversees the preparation and execution of business plans communication strategies and resource allocations to achieve operational targets.
• Supervises staff in accordance with organizational policies and collective agreements including recruitment coaching and performance management.
• Ensures compliance with occupational health and safety standards and promotes a safe working environment.
• Promotes diversity equity and inclusion through inclusive service design team practices and respectful engagement with customers and staff.
• Participates in internal and external committees and working groups to advance departmental objectives.

WHAT WERE LOOKING FOR

• Completion of a post-secondary diploma or an approved equivalent combination of education and experience.
• Minimum three (3) years of progressive experience in a contact centre or customer service environment including one (1) year of direct supervisory experience.
• Demonstrated understanding of contact centre operations technologies (e.g. CRM systems IVR platforms) and multi-channel service delivery (phone email chat in-person).
• Knowledge of applicable provincial legislation customer service standards and program delivery frameworks
• Familiarity with project management principles service performance metrics workforce management tools and process improvement methodologies.
• Ability to demonstrate the Regions leadership and core competencies.

Required Experience:

Manager