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 channelsAssign work, schedule staff, and monitor attendance and coverageReview reports, dashboards, trends, volumes, and service backlogsResolve complex customer complaints, disruptions,



and escalated issuesCoach staff on standards, scripts, workflows, and corporate valuesRequirements:Diploma in public administration, business administration, communications, or related fieldMinimum three years leadership experience in service delivery or customer experienceExperience managing technology-based service solutions and transformation projectsUnderstanding of customer service principles and performance measurementAbility to interpret operational data and implement service improvementsApply 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