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 Alton
🏢 City of Thunder Bay
📍 Alton