Support Service Thunder Bay’s representatives with coaching, scheduling, and real-time workflow oversight at the City of Thunder Bay. Strengthen everyday public service.

As Supervisor - Customer Service, you will help maintain service standards across front-counter, telephone, email, and digital platforms. Your leadership will connect staffing coverage, operational adjustments, knowledge resources, and escalated issue resolution. Working with the Manager, Customer Service, you will identify practical improvements and help residents access municipal information and services.

Key Responsibilities:

- Adjust operations to maintain service standards during changing demand
- Plan vacation schedules and adequate coverage for peak periods
- Approve knowledge bases, FAQs, scripts, and reference materials




- Monitor service performance and identify opportunities for improvement
- Support consistent customer service practices across the team

Requirements:

- Diploma in a relevant administration, communications, or related field
- Leadership experience in service delivery or customer experience
- Experience with technology-based service solutions and organizational transformation
- Ability to interpret trends and implement practical service improvements
- Ability to give direction, motivate, and recognize team members

Use coaching, service monitoring, and operational problem-solving to support Service Thunder Bay’s customer-focused municipal delivery.

📌 Service Thunder Bay Team Supervisor (Northeastern Ontario)
🏢 Thunder Bay
📍 Northeastern Ontario