Job Title: Supervisor, Customer Contact CentreJob Posting Number: Posting Type: InternalPosting Period: Wednesday, October 14, 2026 at 8:30 a.M. to Tuesday, October 20, 2026 at 4:30 p.M.Department: Communications & Customer ServiceUnion: Non-UnionPosition Status: Temporary Full-TimeJob Code: NU0379Grade/Class: 012Number of Positions: 1Rate of Pay: $106,903.33 - $129,942.31 annuallyHours of Work per Week: 35 hoursShift Work Required: No Duties and Responsibilities: Reporting to the Contact Centre Manager, this position will be responsible for the daily operation of 311Call Centre, and will also be responsible for: Supervising staff engaged in answering and processing inquiries from citizens requesting 311 municipal services or information:



Preparing work schedules and assignments to ensure adequate staffing of all shifts; Conducting staff performance appraisals and monitoring both qualitative and quantitative performance measures through an established quality assurance program; Ensuring adherence to standard operating procedures; confidentiality; established workflows and service level targets within a CRM environment; corporate customer service standards and compliance with the Alliance of Information & Referral Systems (AIRS) standards for information and referral; Developing materials, delivering and evaluating training for 311 operators, other departments and external groups; Resolving operational and technical issues to ensure effective operation of the 311 call centre; Acting as liaison and working collaboratively with departments to evaluate service processes and workflows, establish resolution activities and support service delivery; Analyzing data, maintaining program statistics and generating reports to monitor service delivery; Providing direction and coaching to staff during crisis calls and responding to elevated customer concerns; Monitoring expenses related to

📌 Supervisor, Customer Contact Centre (Windsor)
🏢 City of Windsor
📍 Windsor