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 by the Service Durham Division. 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. The position is located at the Region of Durham Headquarters in Whitby, Ontario.

Supervisor, Service Durham (Contact Centre)

Service Durham is the customer experience management division of the Region of Durham's Corporate Services Department, dedicated to delivering exceptional, modernized service experiences through myDurham 311 - the Region's centralized, non-emergency point of contact. Leveraging digital platforms and innovative service models, Service Durham focuses on providing inclusive, accessible, and integrated services that meet the evolving needs of our customers (residents, businesses, and visitors).
By driving service excellence and enhancing public access through multiple channels including online, by phone, and in person, Service Durham ensures quick, convenient, and consistent customer experience. This customer-centric and collaborative approach streamlines service requests, delivers timely information, and fosters personalized experiences that reinforce the Region's commitment to service innovation and accessibility. Customers connect with us by calling 311, emailing [email protected], or using our self-service portal at myDurham311.ca. To learn more visit Durham.ca/311
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 and coordinate customer service operations and service enablement activities across Service Durham, including the 311 Contact Centre, public service counters, digital service channels, training, quality assurance, knowledge management, and continuous improvement initiatives to support service excellence and customer experience outcomes.
- Supervise a team of Customer Service Specialists and Representatives with respect to their work, performance, attendance, schedule adherence, service quality, professional development and customer service expectations.
- As a member of the management team, actively participate in recruitment and selection, onboarding, training and development, performance management, schedule adherence, progressive discipline and other people leadership activities in keeping with applicable policies and management practices.
- Complete annual performance reviews, identify areas of skill that require improvement, support development planning, and participate in performance improvement plans where required.




- Complete regular monthly one-on-one meetings with Customer Service Specialists and Representatives to provide coaching, discuss performance expectations and support individual development plans.
- 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 and resolve public complaints, and intercede in the resolution of escalated, complex complaints or matters with a high risk of exposure to the municipality, while maintaining appropriate documentation, privacy and confidentiality.
- Act as a subject matter expert by providing real-time guidance, coaching, and support to Customer Service Specialists and Representatives on complex inquiries, service request issues, escalations, customer resolution, and interpretation of policies, procedures, and knowledge resources.
- Monitor contact traffic, system performance, queue performance and call closure statistics against key performance indicators, service level agreements and best-in-class standards.
- 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 to forecast expected transaction volume for each channel and support capacity planning, scheduling and staffing decisions.
- Monitor the Service Durham overall queue, sub-queues and service activity across all channels, and act on a real-time basis to support every 30-minute service level target where applicable.
- Evaluate transactions and service interactions to identify process-level opportunities related to customer experience key performance indicators, including first contact resolution, service quality, customer satisfaction, average handling time and repeat contacts.
- Support quality assurance, calibration, coaching and service improvement activities that promote consistent, accurate and customer-centred service delivery.
- Collaborate with all Regional departments to collect knowledge articles, new updates and upcoming changes, translate information into plain language, and upload or support updates to the Knowledge Bank system.
- Maintain and analyze operational statistics and performance measures to identify trends, support service planning and drive continuous improvement initiatives.
- 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 to ensure staff are informed about operational updates, service changes, emerging issues and customer service expectations.
- 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 to support service excellence and operational consistency.
- Promote First Contact Resolution by supporting staff with accurate information, effective problem-solving and collaboration with Regional departments to resolve customer inquiries at the earliest opportunity.
- Monitor service request activity and accuracy, and work collaboratively with Regional departments to support timely and effective issue resolution.
- Support the effective use of customer relationship management, telephony, contact management, queue management, knowledge management and digital service tools.
- Help monitor and support digital and self-service channels, including customer-facing service platforms, check-in systems and other technology-enabled service delivery tools.
- Establish and maintain effective working relationships with staff, colleagues, partner departments and the public, including the ability to communicate clearly and effectively, both orally and in writing.




- Support emergency response and public inquiry activities, including Public Inquiry Centre readiness and implementation where required.
- Perform other duties for the Service Durham Division as assigned.

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 rapid-paced customer service environment 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, while demonstrating initiative by anticipating needs and working in a proactive manner.
- 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.
- A leadership approach rooted in equitable service to all communities.
- 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

Management & Exempt Salary Grade 5

- Salary: $99,893 to $124,866 per annum

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

Come find a home where exciting and rewarding careers are balanced with your lifestyle. We thank all applicants; however, only those being considered will be contacted. Please apply online (www.durham.ca) no later than midnight (Eastern Standard Time) on the closing date indicated on the Job Posting.

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].

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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
📍 Whitby