Manage the dynamics of customer service at Service Durham in Whitby, Ontario, in a 35 hour hybrid position. Lead contact centre operations while enhancing service delivery and customer experience.
In this pivotal role, you will direct the contact centre's day-to-day functions, ensuring high performance in service quality and productivity. The Manager position requires strong leadership in building a culture of continuous improvement among supervisors and teams while meeting customer service expectations. Engagement with operational data will help you navigate and resolve complex service challenges.
Key Responsibilities:
• Direct all aspects of contact centre service delivery
• Cultivate leadership and performance in supervisory teams




• Implement and enforce service delivery standards
• Monitor data analytics to drive service improvements
• Facilitate partnerships to enhance cross-departmental delivery
Requirements:
• Degree in Business Administration or equivalent
• Extensive background in customer service management
• Highly valued contact centre management experience
• Proficiency in analyzing performance metrics
• Strong communication and confidentiality skills
Lead Service Durham in delivering creative and effective customer service solutions.
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📌 Service Durham Manager - Hybrid Role (Whitby)
🏢 Durham Region (The Regional Municipality of Durham)
📍 Whitby