Supervisor - Customer Service (Full-Time)

Guide Service Delivery. Support Your Team. Enhance Customer Experiences.

At the City of Thunder Bay, Our City Runs on People Like You . Together, we are building a workplace where everyone belongs, where your leadership, problem-solving abilities, and commitment to customer service help create positive experiences for residents and businesses.

As the Supervisor - Customer Service , you'll play a key role in the day-to-day operation of Service Thunder Bay, the City's centralized customer service centre. Supporting a team of dedicated customer service representatives, you'll help ensure residents can access municipal programs, services, and information through a consistent, responsive, and customer-focused experience.

Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability, and strong sense of community, it's a city where you can grow personally and professionally while making a meaningful impact through public service.

Where Operational Leadership Supports Exceptional Service

As the Supervisor - Customer Service, you'll provide day-to-day operational oversight for Service Thunder Bay across multiple service channels, including front-counter service, telephone support, email, and digital platforms.

Working closely with the Manager, Customer Service, you'll support a modern, centralized service model by coaching staff, monitoring service delivery, resolving escalated issues, and identifying opportunities to improve processes and enhance the customer experience.

This is an opportunity to combine people leadership, customer service expertise, operational problem-solving, and continuous improvement in a dynamic environment that directly supports residents and community members every day.

How You'll Lead and Support the Team

In this role, you will:

• Provide operational input to the Manager on staffing models, shift schedules, service coverage strategies, and operational planning requirements. • Review operational performance reports, dashboards, and trend analyses to monitor service-levels and support continuous improvement. • Collaborate with City departments to support the centralization of inquiries, reduce duplication, and improve access to municipal programs and services. • Provide direct day-to-day supervision of Service Thunder Bay team, including work assignment, scheduling, attendance monitoring, vacation planning, and adequate staffing coverage for peak periods. • Lead and approve the development and maintenance of knowledge base articles, FAQs, scripts, process maps, and reference materials, establishing standards .. • Monitor real-time workflow, call volumes, wait times, and service backlogs, and implements immediate operational adjustments to maintain service standards. • Act as the primary point of escalation for complex, sensitive, or high-impact customer service issues, complaints, or service disruptions. • Coach, mentor, and support the Service Thunder Bay team in the consistent application of customer service standards, scripts, workflows, and corporate values. • Ensure consistent adherence to approved customer service policies, procedures, scripts, service standards, accessibility requirements, privacy obligations, and records management practices.