Supervisor, Customer Service

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Contract Duration:
Up to Twelve (12) Months
Number of Positions:1
Closing Date:09/30/2026

MiWay is seeking an inspiring team-oriented Customer Service leader skilled in championing strategic customer priorities, achieving customer service objectives, and implementing programs to improve the customer experience.

MiWay is modernizing its approach to delivering enviable customer experiences and integrating new processes and technologies. This role is integral in leading the customer service team to deliver high quality customer service interactions on a day-to-day basis, as well as preparing the team for the future of rapid transit integration.

The successful candidate will demonstrate excellent communication and collaboration skills, a high degree of emotional intelligence, innovative spirit and passion for delivering service excellence. Reporting to the Manager, Customer Experience & Innovation, this position is responsible for strategically positioning the Customer Service Team to deliver efficient, high-quality, and seamless customer service across the phone, web, in-person and digital channels. A high degree of coordination and collaboration with various stakeholders is essential for success.

• Lead the Customer Service Team to achieve objectives through supervision, training, hiring and performance management of Customer Service Representatives who deliver support to customers on the phone, by email, through social media and in-person at the City Centre Transit Terminal Information Booth and at other transit locations through the Roaming Ambassador program.
• Oversee all Customer Service operations, including but not limited to: staffing, processes and procedures, collaboration with other business units, performance management, recognition, quality assurance reviews, team meetings, coaching and training.
• Daily review and monitoring of the team’s performance measures (efficiency and quality), to gauge success and identify trends, potential issues and opportunities for service delivery improvements and to ensure a high level of customer satisfaction.

• Work with various stakeholders, including customers, customer experience and innovation team, and operations team, to understand and resolve issues in a high quality, timely manner.
• Manage correspondence received from the public, outside agencies, the Mayor and Councillors' offices and to telephone and in-person requests/inquiries.
• Oversee the administration of the collective bargaining agreement including ensuring compliance, resolving issues and grievances, and working closely with HR, Employee & Labour Relations, to represent the City’s interests in collective bargaining, mediation, arbitration and at tribunals.

• Lead the implementation of the customer service strategy and projects that improve the efficiency and effectiveness of the team, improve customer satisfaction ratings, foster an engaging and rewarding workplace, improve decision making and reduce customer complaints.
• Drive continuous improvement initiatives including standard operating procedures, system changes, and advanced analytics.
• Support the planning and delivery of customer service on Rapid Transit.
• Lead business outreach to promote the MiWay brand, and to educate and inform customers of MiWay services.
• Champion MiWay’s Strategic Plan and Customer Charter Commitments.
• Support various special project requests as required.

• University degree in Business Administration, User Experience Design, Marketing and Communications or a related discipline.
• 5 to 7 years…