Lead customer service operations for the City of Thunder Bay, using team supervision and performance data to support responsive municipal service delivery.

As Supervisor - Customer Service, you will oversee Service Thunder Bay across front-counter, telephone, email, and digital channels. You will coach representatives, monitor service standards, resolve escalated issues, and improve processes. The role combines operational leadership, customer experience expertise, and practical problem-solving within a centralized public service model.

Key Responsibilities:

- Supervise daily Service Thunder Bay operations across multiple service channels
- Assign work, schedule staff, and monitor attendance and coverage
- Review reports, dashboards, trends, volumes, and service backlogs
- Resolve complex customer complaints, disruptions, and escalated issues




- Coach staff on standards, scripts, workflows, and corporate values

Requirements:

- Diploma in public administration, business administration, communications, or related field
- Minimum three years leadership experience in service delivery or customer experience
- Experience managing technology-based service solutions and transformation projects
- Understanding of customer service principles and performance measurement
- Ability to interpret operational data and implement service improvements

Apply operational leadership, customer service expertise, and performance analysis to support accessible municipal services in Thunder Bay.

📌 Customer Service Operations Supervisor (Canada)
🏢 City of Thunder Bay
📍 Canada