311 Supervisor

Job Summary

Duties and Responsibilities

 The 311 Supervisor is responsible for: 

• Supervision of the day-to-day operations, including planning, overseeing functions such as staffing and training, coordinating efficient and effective multi-channel citizen service delivery to meet projected service levels and in accordance with the city's customer service strategy. 
• Monitor the performance of 311 customer service staff which includes full-time and part-time Customer Service Advisors. Awareness of other municipalities and governing bodies such as the Region of Peel and their operations, Ministry of the Environment, Employment Standards, etc.
• Conducts interviews for hire and prepares performance appraisals; deals with all matters pertaining to discipline and makes recommendations regarding staff development.  Manage resourcing through recruitment.
• Conduct quarterly and year-end evaluation reviews through Performance Development Program (PDP). Sets standards for the 311 contact centre and monitors performance of staff through their KPIs and quality assurance to ensure accurate, timely and courteous responses on the phone and email. Set and review standards for Key Performance Indicators (KPIs) and Quality Service Inspections (QSIs) as they relate to the CSAs. Review and issue monthly KPI score cards to CSAs. Update Manager on trends and opportunities. Maintains and implements recognition programs to engage and motivate staff performance while fostering staff development.
• Ensure training is enhanced, developed and delivered for all required call centre technologies and procedures, customer service soft skills, and departmental knowledge for policies and procedures. Plan, review, and develop training by conducting regular assessment of training programs and knowledge transfer to ensure up to date information and develop necessary plans to ensure training is successful.
• Ensure appropriate messaging on 311 and all technologies function correctly on a daily basis. Assist the 311 Call Centre Manager in a backup role. Handle Customer Service inquiries, requests, complaints, investigations, etc. Report trends on customer inquiries, complaints, requests, etc.
• Provide functional guidance to staff in the day-to-day operations. Ensure staffing level meets customer service demands and troubleshoot issues. Oversee call centre ensuring all operations are functioning without disruption; opening, closing, call queue, Interactive Voice Response (IVR) messaging, etc.
• Guide staff on daily tasks, communicating policies and procedures, and reallocating tasks as required.
• Manage escalations from irate customers. Monitor reports to ensure performance standards are being adhered to. Handle investigations and escalations from Business Units or from 311 Manager for Mayor and Council. Advanced full understanding of all metrics and have analytical skills to measure and report to the Manager.
• Maintain standard operating procedures, and resolve first level staff issues. Identify gaps in knowledge base documentation and offer solutions. Prepare staff schedule based on projected call volume and incorporate coverage to accommodate training, meetings, events and vacations.
• Responsible to deliver hands-on training to staff. Report on historical data for service level, weekly and annual comparisons, in addition to trends on customer inquiries. Review and update call centre Policies and Procedures as required based on business needs and changes.
• Perform other related duties as assigned, including but not limited to; Administrative tasks, Payroll, Communications, Human Resources, etc.

Skills and Qualifications

• Relevant post-secondary diploma/degree, preferably in business or administration with 3 years call centre management experience, or a combination of education and experience. 
• Demonstrated leadership, performance management and service excellence skills in a customer service/ call centre oriented environment are essential.  
• Must possess excellent communication, organizational, analytical & technical, time management, project management, presentation and service oriented skills. 
• Demonstrated experience in developing and delivering training plans, and rewards and recognition programs.  
• Working knowledge of customer contact centre operations and the supporting technology, such as quality management, workforce management, CRM, CISCO call routing, and Knowledge Base systems, including the ability to learn new systems as required based on business needs. 
• Must be able to work in a high-volume, fast-paced environment.