Grande Prairie

Citizen Contact Centre Supervisor


Openings 1
Location Name
City Hall
Grande Prairie, Alberta, CA
Date Posted May 09, 2019
Profession Communications & Web
Experience Level(s) Mid-Level
Job Type(s) Permanent, Full Time
Education Level(s) University - Bachelors, College - Diploma
Job ID job-1733

Position Summary

Job Overview

As the Citizen Contact Centre Supervisor, you are a key member of the City's corporate communications team. A fundamental component of your role will be to provide support and direction to front line staff to ensure consistency and maintenance of service standards for exceptional customer service. With savvy communication and interpersonal skills, you will collaborate with all City departments to provide information for Grande Prairie residents and visitors on services, programs and events in our area.

This position will challenge you to use customer service and problem solving best practices to answer inquiries; to use strategy and creativity to deliver proactive messaging, both verbal and written; and to lead an exceptional and dynamic team of customer service superstars.

Every day is exciting and fast paced at the hub of our City's information flow, and as the Citizen Contact Centre Supervisor you are a front line influencer capable of raising the bar in service standards.

Main Responsibilities

The Contact Centre Supervisor oversees the day-to-day operations of the Citizen Contact Centre and is at the forefront of City communications responsible for responding to residents inquiries by phone, email and on social media. You will liaise with operational departments and management to ensure that staff receive regular briefings and operational updates to be able to handle calls and feel a sense of ownership in responding to the queries of callers. With the support of a close-knit and enthusiastic team, you will work with both internal departments and external stakeholders to ensure the City's communications are timely, accurate and engaging.

In this role, you will oversee staff scheduling and provide guidance and feedback while devising ways to optimize procedures and keep staff motivated. You will anticipate the escalation of calls and manage resident concerns which the Contact Centre Representatives are unable to resolve. With established tact and diplomacy, you will additionally be tasked with managing the written responses to queries arising on various social media platforms.

As the Contact Centre Supervisor, you will have the capacity to make a tangible impact on the lives of City of Grande Prairie residents.



To be successful in this role, please bring:

  • Two years of post-secondary education in Office Administration, Business Administration, Information Technology, and / or Communications
  • Proven experience as call center Supervisor or similar Supervisor position
  • An equivalent combination of education, training and experience may be considered
  • Experience in customer service is essential
  • Strong interpersonal skills to establish and maintain working relationships in a team environment
  • Sound judgement and decision making capabilities
  • Superior written and verbal communication skills
  • Ability to promptly respond to people and situations while under pressure
  • Strong time management practices, organization skills and a keen attention to detail
  • Tech savvy with knowledge of telephone equipment and relevant computer programs
  • Experience managing confidential information and exercising diplomacy
  • In addition, you will need to be an enthusiastic, flexible, committed, and a resourceful colleague
  • The successful candidate will need to deliver to a high standard, be resilient and have a positive “can do” attitude

What We Offer

At the City of Grande Prairie, we recognize and value that people have lives outside of work. We offer flexibility with scheduling, have higher than minimum vacation entitlements and comprehensive benefits that not only cover you when you're sick but encourage you to be well. We have wellness events, social activities, community fundraising activities and a supportive work environment where you can grow your career.

To progress within this role, we will help you develop:

  • Ability to utilize internal software applications
  • Knowledge regarding City departments, policies, programs and services
  • Collaborative relationships with internal and external clients and stakeholders

The City of Grande Prairie is proud to be an Employer of Choice.

Job Location

City Hall, First Floor City Hall

Communications & Citizen Engagement

Grande Prairie, AB


40 hrs - Flexibility to work shifts between the hours of 7:00am-6:00pm is required in this role.



Salary Range $42.30-$51.93

Application & Selection Process

Create an account and submit your cover letter and resume using the "Apply Now" tab on this web page.

Once you apply and upload a resume you should receive an email confirming that your application has been submitted for this position. If you receive this email, there is NO further need to contact us regarding this position.

Submit resume along with proof of qualifications

Applications will be reviewed, short-listed and interviews will be scheduled.

We thank you in advance for your interest. Those selected for an interview will be contacted by phone or email. We will contact those who did not make it to the interview stage by email within 1 month of the closing date of this job posting.

Due to the high volume of applications that we receive per job posting, we are not able to answer job specific questions before the interview stage. If you are successful in getting to the job interview stage, we will be more than happy to answer any questions you might have at that time.

This posting may be used to fill more than one position.

This posting may be used to fill future vacancies in this position.

Applications are being accepted until May 24, 2019

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