Lead customer service operations for the City of Thunder Bay, using team coaching and problem-solving across multiple service channels. Support consistent, responsive experiences.
As Supervisor - Customer Service, you will oversee Service Thunder Bay's daily operations and support customer service representatives. The work includes staffing, service monitoring, escalation management, and process improvement. You will collaborate with the Manager, Customer Service, and City departments to improve access to municipal programs, services, and information.
Key Responsibilities:
- Supervise daily work assignments, scheduling, attendance, and staffing coverage
- Monitor workflow, call volumes, wait times, and service backlogs
- Resolve complex customer issues, complaints, and service disruptions
- Coach staff on standards, scripts, workflows, and corporate values
- Maintain knowledge articles, FAQs, scripts, and process maps
Requirements:
- Diploma in public administration, business administration, communications, or related field
- Minimum three years leadership experience in service delivery or customer experience
- Experience managing technology-based service solutions and transformation projects
- Understanding of customer service principles, standards, and performance measurement
- Ability to interpret operational data and implement service improvements
Apply operational leadership, customer service expertise, and coaching skills while supporting Service Thunder Bay and municipal residents.
Customer Service Operations Supervisor employer: Thunder Bay
The City of Thunder Bay is an exceptional employer that values community engagement and volunteerism, offering a supportive work culture where your contributions directly impact local initiatives. With a focus on employee growth, you will have opportunities to develop your skills while working alongside passionate individuals dedicated to enhancing the city's recreational and cultural landscape. Join us in making a difference in the community while enjoying the unique benefits of working in a vibrant city known for its commitment to inclusivity and collaboration.
