Job Title: Supervisor, Customer Contact Centre
Job Posting Number:
Posting Type: Internal
Posting Period: Wednesday, October 14, 2026 at 8:30 a.m. to Tuesday, October 20, 2026 at 4:30 p.m.
Department: Communications & Customer Service
Union: Non-Union
Position Status: Temporary Full-Time
Job Code: NU0379
Grade/Class: 012
Number of Positions: 1
Rate of Pay: $106,903.33 - $129,942.31 annually
Hours of Work per Week: 35 hours
Shift 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 setting; 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 efficient 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