SUPERVISOR CLIENT SUPPORT P&R

• Job ID: 55022
• Job Category: Administrative
• Division & Section: Parks & Recreation, P&R Client & Business Services
• Work Location: 100 Queen St W, Toronto, ON M5H 2N2
• Job Type & Duration: Full Time, Permanent Vacancy
• Salary: $94,905.00 - $128,386
• Shift Information: Mon - Fri, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 09-May-2025 to 26-May-2025
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Major Responsibilities:

Reporting to the Manager, Client Services, the Supervisor will provide support to Parks & Recreation staff involved in a range of business functions including, permitting, and program registration, in bound and outbound Call Centres, office operations, customer account inquiries and part time staff recruitment and selection on a city wide basis. The primary functions associated with this position include, but are not limited to:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
• Supports the Manager in effectively planning and delivery of client services and manage operations including City-Wide initiatives.
• Responsible for on-going strategic planning and development of city-wide service direction, functional standards, policies and procedures, in consultation with other City divisions, government agencies and community stakeholders.
• Works collaboratively with partner branches within the Parks & Recreation Division and other divisions, in the form of planning modules or Service Level Agreements, to ensure the delivery of quality service, to efficiently and effectively meet client service needs and requirements and achieve division's mission and goals.
• Monitors and evaluates staff performance, attendance management and approves salary increments and recommends disciplinary action when necessary.
• Provides real time analysis of Registration & Booking data, reports registration and permit trends to decision making units and recommends strategies to improve registration process and program and permit uptake.
• Reviews user fees and ensures the fees are accurate with the user fee By Law and policy.
• Acts as Customer Service lead in projects related to service design and transformation, Issues Management, Policy and Strategic Planning, and Quality Assurance.
• Provides input into creation of annual budget utilizing information on operational requirements, staffing requirements, known pressures and required adjustments; administers assigned budget and ensures appropriate action is taken to control expenditures within approved budget limitations by analyzing financial data.
• Maintains a continuous awareness of staffing levels. Analyses and projects staffing requirements, monitors resources to meet divisional business needs.
• Participates in the development of creative and result-oriented solutions for recruitment and human resources planning.
• Ensures compliance with the recruitment and promotional process of the Division, ensuring processes are fair and adhere to corporate and divisional policies, procedures and Human Rights Legislation and Collective Agreement provisions covering unionized City workers (CUPE Locals 79 Full-time and Local 79 Part-time, Recreation Unit).
• Develops and leads staff teams from the Parks & Recreation Division that recommend policies to divisional senior management related to the allocation of facility usage including allocation, rates, timelines for the provision of permits (application, review, approval and issuance) usage ratios and monitoring of permits with the support of the operating divisions.
• Provides project management support and leadership within the branch as a member of self-directed work team internally and externally including divisional initiatives as required.
• Develops, maintains and nurtures a network of internal and external partners, agencies, organizations, financial stakeholders, and other divisions of Toronto Public Service (TPS), Toronto Public Health (TPH), Toronto Catholic District School Board (TCDSB), Toronto District School Board (TDSB), Business Improvement Areas (BIAs), Toronto Employment and Social Services (TESS) and others.
• Ensures fee collection and reconciliation of permit and registration fees including the follow up of outstanding accounts receivables of the permit and registration transactions within the framework established by the division.
• Liaises with community and sports groups that hold permits regarding their allocation, rates and related appeals process.
• Liaises with other major facility service providers (i.e. Toronto District School Board) reviews and recommends allocation and service levels for community and sports groups use.
• Implements detailed plans regarding program registrations including online registration support and innovation, Call Centre operations, mail and email processing, and coordination of in person registrants.
• Ensures effective and efficient inbound Call Centre operations on a daily basis for permits, registration and general enquiry through the use of Cisco Finesse and other systems as required and monitors all operators.
• Responsible for sales, processing, administration, cash collection and related reporting for all program registration and facility permitting and scheduling functions.
• Oversees the provision of receptive services, public inquiries and hot lines and complaints resolution.
• Monitors contracts and lease coordination, equipment service agreements, record management and office administration.
• Implements related departmental guidelines, policies and standards as well as the consolidation and
• Management reporting and analysis of program registration and facility permitting and scheduling data.
• Represents the Parks & Recreation Division on community initiatives such as Permit Allocation. Involves meeting with Councillors, community groups and or organizations.
• Represents the Parks & Recreation Division by working with the Toronto Film & Television Office regarding the film industry in the City of Toronto.
• Implements new continuous improvement initiatives to enhance operations including researching, planning, testing, implementing and evaluating.
• Provides leadership to Parks & Recreation field staff in the management of various park and community centre services.

Key Qualifications:

1. Post-Secondary Education in a discipline pertinent to the job function combined with relevant supervisory experience in customer support or equivalent combination of education and experience.
2. Extensive customer service experience dealing with public, divisional, corporate and council requirements.
3. Extensive experience using registration and permitting systems such as ActiveNet, Perfect Mind, CLASS, etc.
4. Considerable experience in leading projects and initiatives.
5. Experience supervising multi-disciplinary teams including managing performance, motivating and training staff in a unionized environment.
6. Experience in negotiating and working with community agencies and stakeholders to develop strong relationships.
7. Ability to utilize knowledge of Divisional user fees to review accuracy with By-law and relevant policies.
8. Ability to establish effective working relationships with staff, operating management, outside agencies and politicians combined with highly developed communication skills, both verbal and written.
9. Ability to apply innovative municipal business management practices and underscoring principles, with emphasis on process improvement, quality assurance, and/or performance measurement
10. Strong verbal and written communication skills with ability to produce effective reports and various written correspondence at the supervisory level.
11. Superior interpersonal, problem solving and conflict resolution skills coupled with strong analytical skills pertinent to data management and budgeting.
12. Effective decision making that promotes and fosters teamwork with the ability to manage change effectively within the mission and priorities of the division.
13. Effective administrative, planning, human resources, labour relations and financial management skills.
14. Working knowledge of government legislation in the area of Occupational Health & Safety Act, the Collective Agreements and related Labour Legislation.

Note To Current City of Toronto Employees 

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.