Vacancy Type: Full-time PermanentSalary Range: $93,035.14 - $102,338.65Work Details (Days/Hours): Monday - Friday, 36.25 hours per weekHybrid Eligible: YesAffiliation: Non-Union: Management/ExemptDivision and Department: Business Operations - Client CareNumber of Vacancies: 1Existing/Recent Job: ExistingGrade: 06Vacancy Status: Existing VacancyCandidate List or Eligibility List: Candidate ListWhat we offerIn 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 benefitpension 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 differenceAre 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 environment. 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 doProvideday to day Supervision and direction to a team of staff, ensuring the delivery of effective and quality service and achievement of goals and targetsProvidestaff training, leadperformance reviews, creatework schedules, monitorworkload and ensurestaff adherence to policies, procedures and standardsMotivatestaff to surpass performance expectationsApprove bi-weekly payrollFacilitateteam communication that demonstrates correspondence that is consistent, clear and customer focusedBuilda highly effective team of staff by supervising, leading, motivating, coaching, identifying needs and facilitating participation of staff in various training sessionsEnsure 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 periodsCollect, 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 producedIdentifydata gaps and emerging information needs to support business performance and progress on strategiesWorkwith departmental stakeholders, vendors and partners to resolve issues and identify on-going process improvement opportunitiesLiaisewith the Manager to recommend on-going improvement to the escalations processRespondto site and tenant complaints, questions and inquiries and to emergency situationsLend real time support to escalations, questions and troubleshootingMonitorand maintaincall quality through monthly sampling and assessmentCoach and train staff on how to handle different sensitive situationsMonitorand reportperformance indicators and identifythose that are below the pre-determined standard and recommendsolutions and approaches for improvementManagelabour relations matters including hiring, performance management, the handling of grievances and the imposition of discipline, as necessaryContribute to the planning and development of new initiatives within the Client Care and Maintenance Dispatch departmentWhat you'll needMinimum 2-5 years of management experience in a Call Centre environment, managing and mentoring staffPost-secondary diploma/degree in business administration, social services or related areas, or equivalent work experienceExperience as a team leader or project team lead with a proven ability to supervise and motivate a multi-disciplinary teamFlexibility to work occasional weekendsExperience managing in a unionized setting preferredHighly 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 skillsAbility to effectively communicate both orally and in writing to all levels both within and external to the organizationCommitment to providing high-quality customer service to our residentsAbility to communicate effectively with a diverse tenant population in difficult situations and resolve sensitive issuesA background in building maintenance is an asset

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