311 Supervisor

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.
• Hourly Rate/Salary: $ 91,701.00 - $ 122,268.00 Hours of Work: 35 Work Location: 950 Burnhamthorpe Rd W Hybrid Workplace Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service Non-Union/Union: Non Union
• The City of Mississauga may use artificial intelligence (AI) technology in sourcing and/or screening candidates for some positions; however, it is not used in selecting final candidates. We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online. All personal information is collected under the authority of the Municipal Act. Equity, Diversity and Inclusion The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent. Learn more about the City’s commitment to Equity, Diversity and Inclusion . Accommodations The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to recruitment.accommodation@mississauga.ca citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.