Vacancy Type: Full-time Permanent

Salary Range: $93,035.14 - $102,338.65

Work Details (Days/Hours): Monday - Friday, 36.25 hours per week

Hybrid Eligible: Yes

Affiliation: Non-Union: Management/Exempt

Division and Department: Business Operations - Client Care

Number of Vacancies: 1

Existing/New Job: Existing

Grade: 06

Vacancy Status: Existing Vacancy

Candidate List or Eligibility List: Candidate List

What we offer
In addition to competitive compensation and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;

Minimum three (3) weeks of paid annual vacation days, increasing with years of service;

Four (4) paid personal days;

Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;

Health and dental benefits, including a health spending account available upon your start date;

Employee and family assistance program;

Maternity and parental leave top up (93% of base salary);

Training and development programs including tuition reimbursement of $1500 per calendar year;

Fitness membership discount.

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference
Are you passionate about customer serviceand looking for an opportunity to work with an organization that is dedicated to improving the lives of residents from diverse backgrounds? Do you want to use your leadership experiences to influence community growth? If this sounds like your ideal career, then Toronto Community Housing is the place for you!





We are searching for a collaborative and strategic leader who enjoys working in a dynamic and energetic setting. In this role, you will get to actively engage frontline Maintenance Dispatch & Alarm Monitoring staff within the Client Care Centre’s 24/7/365 operation. You will be responsible for monitoring, managing, building reports and developing the performance of the team to identified objectives and performance standards in a manner that supports TCHC's tenant-focused culture.

What you'll do

Provideday to day Supervision and direction to a team of staff, ensuring the delivery of effective and quality service and achievement of goals and targets

Providestaff training, leadperformance reviews, creatework schedules, monitorworkload and ensurestaff adherence to policies, procedures and standards

Motivatestaff to surpass performance expectations

Approve bi-weekly payroll

Facilitateteam communication that demonstrates correspondence that is consistent, clear and customer focused

Builda highly effective team of staff by supervising, leading, motivating, coaching, identifying needs and facilitating participation of staff in various training sessions

Ensure service level standards are maintained through appropriate staff scheduling, taking appropriate measures to ensure overtime occurrences/situations and cost/budget are accounted for during unpredictable high call volume periods

Collect, developand prepareinformation and data analysis reports to meet the information and data analysis needs of the division, balancing ongoing reporting requirements with special projects.

Ensurethe integrity, quality and accuracy of reports produced

Identifydata gaps and emerging information needs to support business performance and progress on strategies





Workwith departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunities

Liaisewith the Manager to recommend on-going improvement to the escalations process

Respondto site and tenant complaints, questions and inquiries and to emergency situations

Lend real time support to escalations, questions and troubleshooting

Monitorand maintaincall quality through monthly sampling and assessment

Coach and train staff on how to handle different sensitive situations

Monitorand reportperformance indicators and identifythose that are below the pre-determined standard and recommendsolutions and approaches for improvement

Managelabour relations matters including hiring, performance management, the handling of grievances and the imposition of discipline, as necessary

Contribute to the planning and development of new initiatives within the Client Care and Maintenance Dispatch department

What you'll need

Minimum 2-5 years of management experience in a Call Centre environment, managing and mentoring staff

Post-secondary diploma/degree in business administration, social services or related areas, or equivalent work experience

Experience as a team leader or project team lead with a proven ability to supervise and motivate a multi-disciplinary team

Flexibility to work occasional weekends

Experience managing in a unionized setting preferred

Highly proficient with MS Office, MS Outlook, databases and Call Centre software (Such as CIM Agent 10, Yardi Systems including HoMES and CRM)

Strong organizational and time management skills

Ability to effectively communicate both orally and in writing to all levels both within and external to the organization

Commitment to providing high-quality customer service to our residents

Ability to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issues

A background in building maintenance is an asset

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📌 Supervisor, Client Care (Ontario)
🏢 Toronto Community Housing
📍 Ontario