SUPERVISOR CUST SVC CALL CENTRE

City of Toronto•Toronto, ON

1d•CA$96,566 - CA$132,880•Onsite

About The Position

To supervise the daily operation of the Revenue Services Division Customer Care Call Centre including responding to inquiries and complaints regarding property tax, water and Parking Violations, Red light Camera.

Requirements

Experience working in a front line, customer service environment of a large public or private sector organization.
Supervisory and/or coordination experience, including experience setting performance objectives, coaching, mentoring, and evaluating performance.
Experience managing multi‑channel operations, including workforce scheduling, key performance metrics, reporting, and quality assurance.
Experience in issues management and resolving complex matters, demonstrating strong analytical, conflict‑resolution, interpersonal, and problem‑solving skills, with the ability to recommend and implement effective, sustainable solutions.
Extensive experience in the use of Microsoft Office Applications (Word, Excel, Access and SharePoint) and/or work-related systems such as Revenue Management Systems e.g. Tax Management and Collection Systems (TMACS).
Strong analytical skills with experience collecting, interpreting, and reporting operational data.
Demonstrated ability to de‑escalate difficult interactions and coach agents through complex calls.
Ability to deal effectively with day-to-day labour relations matters.
Excellent verbal and written communication skills, including report writing at a supervisory level.
Ability to apply process improvement, quality assurance, and performance measurement practices.
Ability to adhere to the Toronto Public Service mission and values, and act professionally and ethically.
Strong leadership and interpersonal skills with the ability to build effective relationships with staff, clients, external partners, and the public.
Knowledge of relevant legislation, including Occupational Health and Safety, Labour Relations, Human Rights, and municipal legislation such as the City of Toronto Act, Assessment Act, Provincial Offences Act, and MFIPPA.

Responsibilities

Develops, monitors, and reports on key performance metrics (e.g., average handle time, wait time, first call resolution, service levels, abandonment rate) and leverages insights to drive continuous improvement and operational effectiveness.
Provides strong, inclusive leadership to the Customer Care team, setting high standards for communication, collaboration, and customer service excellence while fostering a positive, team-oriented environment.
Manages and optimizes service levels through effective workforce planning, including forecasting call volumes, scheduling staff, and making real-time adjustments to ensure service targets are consistently met.
Implement and maintain a comprehensive quality assurance program to evaluate agent interactions, providing coaching to ensure continuous improvement.
Lead quality assurance efforts by providing strategic plans, implementing productivity and customer-service standards, identifying, and resolving issues and implementing system improvements.
Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments. Oversees the Attendance Management Program for the Unit.
Manages labour relations matters, including addressing grievances and administering discipline in accordance with applicable legislation, policies, and collective agreements.
Leads and maintains a comprehensive Quality Assurance (QA) program to evaluate agent interactions, ensure adherence to policies and procedures, and provide structured coaching and feedback to support ongoing performance improvement.
Provides input into and administers assigned Capital and Operating budget, ensuring that expenditures are controlled and maintained within approved budget limitations. Puts forward cost control cost cutting suggestions for implementation.
Identifies system issues and improvement opportunities and provides detailed recommendations for enhancements to Revenue Services systems (e.g., IVR, and related platforms); participates in testing and provides sign-off prior to implementation.
Identifies system challenges and provides detailed recommendations for system improvements, enhancements and/or modifications to the Revenue Services Management Systems.
Tests and signs off on all related system improvements, enhancements and modifications prior to implementation.
Develops, implements and maintains operating policies, procedures and guidelines for the unit and ensures the clarification and properly administration of the same.
Builds and maintains strong working relationships with internal divisions, external partners (e.g., MPAC, other municipalities, other levels of government), and stakeholders to support coordinated service delivery.
Responds to inquiries escalated beyond the scope of front-line staff, ensuring prompt and courteous resolution with appropriate action and follow-up, while reporting any concerns, complaints, or potential conflicts of interest as required.
Develops and delivers training sessions, briefings, and presentations for staff and stakeholders to support consistent understanding of programs, processes, and service expectations.
Supports the development, tracking, and continuous improvement of performance measures, benchmarks, and reporting frameworks, ensuring alignment with divisional goals and service expectations.
Collaborates with the Management Team to implement corporate and divisional initiatives, improve business processes, and effectively manage emerging issues and risks.
Participates as an active member of the Management Team, contributing to strategic planning, goal setting, and proactive problem-solving.
Participates in special projects and initiatives and provides backup support to other supervisors as required.
Prepares briefing notes and other documentation regarding customer service issues for the Manager, Director, Treasurer, and/or CFO.
Ensures adequate and appropriate office supplies are readily available, that equipment is maintained and operational and that the facility is properly and adequately maintained.
Develops and implements new innovative client services and recommends effective and efficient means of providing service.
Ensures efficient, courteous service is provided to the public through personal, written and oral contact.
Assists in the development of performance measures and benchmarks and monthly/annual reports. Periodically reviews performance measures for relevance and /or introduces new measures or changes to existing measures.
Communicates with Management Team to develop and implement effective work process controls and standards and to manage new corporate or divisional initiatives.
Participates as a member of the Management Team, providing leadership, goal setting and proactive problem solving and make recommendations to assist the Manager in the planning, service delivery and dealing with emerging issues.
Provides services in hiring staff including developing job descriptions, interview tests and questions, conducting interview, evaluation and selection candidates.
Participates in special projects as required.
Provides back up to other supervisors as required.
Ensures compliance with MFIPPA and maintains appropriate system access controls, ensuring staff have the correct security permissions in alignment with divisional security matrices.
Leads and supports formal change management practices, including the development, implementation, and communication of standardized methods, policies, and procedures to manage changes to business processes, service delivery, systems, and technology.