Diversity, Equity and Inclusion Statement The Region of Durham is committed to advancing equity, diversity and inclusion within 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 Disabilities Act (AODA) and the Ontario Human Rights Code, accommodation will be provided throughout the recruitment process upon request, based on any Code-protected ground.

Number of Available positions:

Temporary Full Time - 01 (12 Month Duration), Permanent Full Time - Multiple

Location

These positions are located at the Regional Headquarters in Whitby Ontario. This 35 hour per week, hybrid position is eligible to work hybrid however may be required to work more than two (2) days per week based on operational requirements and may be required to support extended operations, service distruptions, emergency response activities or other operational needs as required. Employees participating in remote or hybrid work arrangements are required to maintain a reliable wired internet connection that meets the Region's minimum network standards to support secure and uninterrupted service delivery.

Supervisor, Service Durham (Contact Centre)

Reporting to the Manager, Service Durham, the Supervisor is responsible for the day-to-day leadership and operational management of Service Durham's integrated customer service environment, including the 311 Contact Centre, public service counters, email, digital services, and other service channels that support myDurham 311. The Supervisor leads service delivery across multiple channels, supports a team of Customer Service Specialists and Representatives, monitors operational and customer experience performance, supports workforce planning, strengthens knowledge management, and helps ensure service levels, quality standards and customer satisfaction objectives are achieved.

The incumbent will:

- Ensure the effective day-to-day operation of the Service Durham Contact Centre and customer service channels by directing resources, monitoring performance, managing service priorities, and supporting the achievement of customer experience, quality, and service level objectives.
- Lead/coordinate customer service operations and service enablement activities across Service Durham.
- Supervise a team of Customer Service Specialists and Representatives with respect to , performance, attendance, schedule adherence, service quality, professional development and customer service expectations.

•Participate in recruitment and selection, onboarding, training and development, progressive discipline and other people leadership activities.
- Complete regular monthly one-on-one meetings with Customer Service Specialists and Representatives.
- Evaluate the effectiveness of systems and services related to the Service Durham Contact Centre, public front counters and other service channels, while monitoring work quality and ensuring customer satisfaction.




- Deploy operating plans, manage schedule adherence and support the achievement of established performance metrics, key performance indicators, service level agreements and required service levels.
- Respond to/resolve public complaints, and intercede in the resolution of escalated, complex complaints or matters with a high risk of exposure to the municipality.
- Act as a subject matter expert by providing real-time guidance, coaching, and support.
- Monitor contact traffic, system performance, queue performance and call closure statistics
- Monitor call execution and quality relative to performance metrics, maintain operating statistics, report regularly to Service Durham Management, and keep client departments apprised of trends in call traffic relevant to their areas of operation and public engagement goals.
- Analyze customer demand patterns, channel volume distribution and operational trends.
- Monitor the Service Durham overall queue, sub-queues and service activity across all channels, and act on a real-time basis
- Evaluate transactions and service interactions to identify process-level opportunities related to customer experience key performance indicators.
- Prepare and communicate operational performance reports, trends and service insights to management and Regional departments to support informed decision-making and service improvements.
- Lead team meetings, daily huddles and communication activities.
- Implement work processes, procedures and standards to support business needs, operational consistency and service excellence.
- Develop and deliver training for new hires, system or process changes, knowledge refreshers and ongoing staff development.
- Perform other duties for the Service Durham Division as assigned.

PLEASE VIEW THE FULL JOB POSTING ON OUR CAREERS SITE: WWW.DURHAM.CA/JOBS The successful applicant will possess:

- Post-secondary diploma or degree in Business Administration, Public Administration, Social Sciences or a related discipline, or an equivalent combination of education and experience.
- Several years of related customer service experience, with a minimum of two years of experience in a supervisory role leading staff or teams.
- Experience leading or supporting customer service operations within a contact centre, customer experience, service delivery or public-facing municipal environment will be considered a strong asset
- Proficiency with Microsoft Office applications, and experience using customer relationship management software, telephony systems, contact management systems and related service delivery tools.
- Strong customer service, time management, conflict resolution, problem-solving and decision-making skills, with attention to detail and accuracy.
- Demonstrated ability to effectively manage multiple priorities,



competing deadlines, and operational demands in a fast-paced customer service setting while maintaining accuracy, sound judgment, and service quality.
- Ability to quickly acquire and maintain comprehensive knowledge of Regional programs, services, systems, policies, and procedures, and act as a subject matter expert by providing guidance, coaching, and support on complex customer inquiries, service requests, and operational issues.
- Demonstrated time management skills with the ability to prioritize competing demands, solve problems, meet customer service standards and meet deadlines.
- Excellent interpersonal skills and decision-making skills, exercising tact, professionalism and sound judgment, with 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.
- Demonstrated ability to be empathetic, flexible, adaptable and responsive to changing operational priorities while working in a political environment involving sensitive information and complex customer inquiries.
- Comprehensive working knowledge and understanding of customer service and contact centre metrics, including quantitative and efficiency measures such as Forecasted Volume, Offered and Handled Volume, Average Handling Time, Service Level, Average Speed of Answer and Abandonment Rate, as well as qualitative measures including Service Quality, First Contact Resolution, Repeat Contacts, Customer Effort Score and Customer Satisfaction.
- Commitment to mitigating and removing access barriers in service strategies and delivery
- The ability to align team objectives with organizational equity goals and assess long-term inclusion impacts

Conditions of Employment

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

External Application Process

We thank all applicants; however, only those being considered will be contacted. Please apply no later than midnight (Eastern Standard Time) on August 30, 2026. 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].

The Region of Durham may utilize artificial intelligence to assist in the preliminary assessment of applicant qualifications and submitted materials. These tools are used for the purpose of supporting and enhancing an evaluation by a human decision-maker and any information provided by AI to a human decision-maker is not determinative. Final decisions are made solely by authorized human decision-makers.

📌 Supervisor, Contact Centre (Whitby)
🏢 Durham Region (The Regional Municipality of Durham)
📍 Whitby