Customer Service Operations Supervisor

Lead Service Thunder Bay operations through customer service expertise and problem-solving for residents and businesses across multiple service channels.

As Supervisor, Customer Service, you will oversee day-to-day service delivery for the City of Thunder Bay. You will support representatives, coach staff, resolve escalated issues, and strengthen consistent access to municipal programs and information. The role combines people leadership, operational oversight, and continuous improvement.

• Supervise assignments, schedules, attendance, vacations, and peak-period staffing coverage
• Monitor workflow, call volumes, wait times, backlogs, and service standards
• Review reports, dashboards, and trends to support continuous improvement
• Resolve complex, sensitive, or high-impact customer service escalations
• Coach staff on standards, scripts, workflows, and corporate values

• 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
• Strong understanding of service principles, standards, and performance measurement
• Ability to interpret operational data and implement practical improvements

Bring operational leadership, customer service expertise, and data-informed problem-solving to Service Thunder Bay’s centralized team.