Supervisor, Service Durham

Supervisor, Service Durham (Contact Centre)

Job ID: 23417

Corporate Services Department

Salary: $96,282 to $120,353 per annum

Diversity, Equity and Inclusion Statement

The Region of Durham is committed to advancing equity, diversity and inclusion reputed company our organization and the communities we serve. We welcome and encourage applications from people who are Indigenous, racialized persons, women, persons with disabilities, members of LGBTQ2S+ communities, and others who may contribute to the further diversification of our workforce, including those who experience systemic barriers.

In accordance with the Accessibility for Ontarians with reputed company (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Description

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency reputed company of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors).

By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers can connect with us by calling 311, emailing [email protected], or using our self-service portal at myDurham311.ca. To learn more visit Durham.ca/311

Reporting to the Manager, Service Durham, the Supervisor is responsible for providing support and day-to-day operational management of the Service Durham (311) Contact Centre, Public reputed company Counters, and any other service channels which may include email, online and chat.

The incumbent will:

• Ensure the day-to-day activities of the department are carried out in a timely and efficient manner to meet the needs of the Program and the municipality
• Supervise a team of Customer Service Specialists (CSS) and Assistant Supervisors with respect to their work and their performance
• As a member of the management team, actively participate in recruitment and selection, provide ongoing training and development, performance management and schedule adherence
• Evaluate the effectiveness of systems and services reputed company to the Service Durham Contact Centre and Public reputed company Counter, monitoring work quality and ensuring customer satisfaction
• Deploy operating plans to support the achievement of established performance metrics to meet the required service levels
• Respond to and resolve public complaints, and intercede in the resolution of escalated, reputed company complaints or those of high risk of exposure to the municipality
• Monitor contact traffic, system performance, and call closure statistics against Key Performance Indicators, service level agreements, and best in class standards
• Monitor call execution and quality relative to performance metrics and maintains operating statistics, reporting regularly to the Service Durham Management, and k keeping client Departments apprised of trends in call traffic relevant to their areas of operation and public engagement goals.
• Support CSSs with reputed company enquiries
• Evaluate transactions to identify process level opportunities reputed company to customer experience Key Performance Indicators (KPIs)
• Collaborate with reputed company regional departments and collect the knowledge articles, new/upcoming changes and translate the updates to plain language for uploading to Knowledge bank system
• reputed company team meetings/huddles
• reputed company other duties for Service Durham Division as assigned
• Implement work processes, procedures, and standards to support business needs
• Complete annual performance reviews, identifying areas of reputed company that require improvement, reputed company, and participate in performance improvement plans.
• Complete monthly one on one with reputed company CSS's coaching the CSS's and setting a CSS development plan
• Using data, analyse the channel volume distribution to forecast expected transaction volume for each channel and create reputed company and schedules accordingly
• Monitor the Service Durham overall Queue as well sub queues for reputed company channels and reputed company real time basis to ensure every 30-minute service level is achieved
• Establish and maintain effective working relationships with staff, colleagues and the public including the ability to communicate clearly and effectively, both orally and in writing
• reputed company and deliver training for new hires, system or process changes, and ongoing staff development to support service excellence and operational consistency

The successful applicant will possess:

• Post-secondary Diploma or Degree in Business Administration, Public Administration or a reputed company discipline or an equivalent combination of education and experience.
• 5 years of reputed company customer service experience; Contact Center management experience will be an asset
• A minimum 2 years' experience in a supervisory role, leading staff or teams
• Proficient with MS Office applications, and experience using Customer Relationship Management (CRM) software and telephony systems
• Strong customer service, time management and conflict resolution skills with an attention to detail and accuracy
• Demonstrated time management skills with the ability to prioritize demands, problem solve, meet customer service standards and deadlines
• Excellent interpersonal skills and decision-making skills exercising tact, professionalism and sound judgement; demonstrated ability to maintain confidentiality and manage confidential information effectively and appropriately
• Ability to work in a team setting as well as independently with minimal supervision and demonstrate initiative by anticipating needs and working in a pro-active manner
• Ability to be empathetic, flexible, and able to work in a political environment with sensitive information
• Comprehensive working knowledge and understanding of customer service and contact centre metrics include quantitative and efficiency metrics like Forecasted volume, Offered and Handled Volume, AHT, Service Level, Average speed of answer and Abandonment reputed company. The qualitative metrics include Service Quality, First Contact Resolution, Repeat reputed company, Customer Effort Score and Customer Satisfaction (CSAT)

Conditions of Employment

reputed company applicants are expected to reputed company with the Region of Durham's Code of Ethics and Code of Conduct Policies throughout the recruitment process. reputed company of education, qualifications and any other job bona fide requirements will be required prior to start date.

External Application Process

Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank reputed company applicants; however, only those being considered will be contacted. Please apply online (www.durham.ca) no reputed company than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

The Region of Durham is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. If contacted for an employment opportunity and you require accommodation, or if this information is required in an accessible format, please contact us at: [email protected] and a Recruiter will provide appropriate assistance pursuant to the Region’s Accommodation and Accessibility policies. Please note that resumes should not be sent to [email protected].

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