Job Title

Supervisor, Corporate Contact Centre (Supervisor, Customer Service)

Status

Regular Full-Time

Temporary - Approximate length of assignment, in months

Type of Position

a Replacement

Start Date

immediate

Salary

Annually

Salary Grade

$118,193.00 - $134,230.00

Department

York Region -> Corporate Services -> Digital & Customer Experience

Location

DCX - Customer Experience CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA

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 programs-ensuring 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 YOU'LL 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 WE'RE 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 Region's leadership and core competencies.

Council Approval Date

Scheduled Weekly Hours

35

Scheduled Shifts

8:30 - 16:30

Operational Hours

Close Date

October 5, 2026

# of Hires Needed

1

Union

Non Union Staff

Please apply online by 5:00PM EST of the closing date indicated above.

All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.

Click here for more details on Benefits and Perks.