23 Jan
WoodGreen Community Services
Old Toronto
Competition #2024-527-CPSupervisor, Booking Centre (2024-527-CP)
Employment Type:Permanent Full-Time, Non-Bargaining Unit
Work Hours:35 hours/week
Work Setting:Onsite (815 Danforth Ave.)
Salary:$55,000 - $63,500
Application Deadline:February 5, 2025 by 11:59 pm
Program Overview – Integrated Employment Services, Community Programs
Integrated Employment Services at WoodGreen is a high-performance team that improves communities, families and individual lives through effective access to employment. Working at a local Integrated Employment Services Centre or other sites in the City of Toronto, they rapidly help high-need jobseekers obtain quality, sustainable employment. The employment needs in the City of Toronto are intense,
and our staff bring compassion, energy, focus and skill to address these needs in a fast-paced, high-volume environment. WoodGreen’s staff are supported by caring managers, training, tools, procedures, and systems for success. We aim to have the best jobseeker client experience and outcomes available in Canada, and our Integrated Employment Services team is a cornerstone of this success.
What You Will Do
- Lead a team consisting of Client Services Representatives (CSRs) and a Program Assistant, ensuring that all inquiries, referrals, and bookings are handled efficiently and accurately.
- Managing team performance, maintaining adherence to service level agreements (SLAs), and supporting a high-quality client and stakeholder experience.
- Responsible for enhancing workflows, troubleshooting issues, and implementing best practices to improve operational outcomes.
- Lead and manage the Booking Centre team, including hiring, onboarding, training, and supervising CSRs and the Program Assistant.
- Conduct regular performance evaluations, provide ongoing coaching,
and create individualized professional development plans for team members.
- Foster a collaborative and inclusive team environment that prioritizes high-quality client service and operational excellence.
- Oversee the daily operations of the Booking Centre, ensuring timely responses to inquiries and referrals across multiple channels (phone, email, web forms, etc.).
- Monitor adherence to SLAs, ensuring that inquiries and referrals are processed promptly and accurately.
- Oversee work of the Program Assistant to ensure call lists, rebooking requests, and data entry tasks are completed efficiently.
- Monitor/coordinate scheduling systems, ensuring alignment between client needs and program staff availability.
- Conduct regular audits of client records, call lists,
and booking processes to ensure compliance with organizational standards and funder requirements.
- Monitor and evaluate team performance, using metrics and client feedback to identify areas for improvement.
- Implement quality assurance practices to ensure a consistent and high-quality experience for all clients and stakeholders.
- Act as the primary point of escalation for complex client or stakeholder issues, resolving challenges promptly and effectively.
- Liaise with internal teams (e.g., Managers, Employment Consultants, Program Assistants) and external partners to ensure smooth collaboration and operational alignment.
What You Bring to the Team
- Bachelor’s degree in human resources, Project Management, Social Services and/or a related field.
- 1+ year of experience in a supervisory or team leadership role, preferably in a social services, client service, or administrative environment.
- Strong understanding of intake processes, client service standards, and CRM systems (e.g., Microsoft Dynamics, Salesforce).
- Proven ability to manage competing priorities, resolve issues, and deliver results in a dynamic, multi-channel environment.
- Experience with data tracking, reporting, and process optimization to meet operational goals.
- Excellent interpersonal and communication skills, with the ability to build positive relationships with clients, staff, and stakeholders.
What Will Set You Apart
- Understanding of and sensitivity to issues facing Employment Services clients as related to employment and life stability, particularly for those from populations that are underrepresented in the labour market, including racialized persons, newcomers and long-term Ontario Works recipients.
- Experience developing,
motivating and providing leadership to teams
- Understanding of and ability to communicate principles and practice of diversity and anti-racism
- Confidence and initiative to resolve issues, complaints and conflicts.
- Excellent interpersonal skills, verbal and written communication skills.
- Patience, compassion and sensitivity to deal with different cultures and different levels of abilities.
WoodGreen is an equal opportunity employer. We are committed to providing an inclusive and barrier-free selection process and work environment. If contacted in relation to an employment opportunity, please advise our People & Culture representatives at [email protected] of the accommodation measures required. Information received relating to accommodation will be addressed confidentially.
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