Coordinator, Customer Service

Position Summary

Reporting to the Manager of Operational Services & Business Support, you'll be at the forefront of shaping exceptional customer experiences. In this role, you will lead a dynamic team within a high‑paced contact centre environment, championing service excellence and operational consistency.

We’re looking for an experienced, empathetic leader with strong performance‑management capabilities and the ability to communicate clearly and confidently, especially in an environment where change is constant. Your focus on fairness, transparency, and accountability will help ensure consistent practices and positive experiences across a large, diverse team.

Responsibilities include a broad scope of work requiring a high degree of independent judgment and discretion, complex problem solving, internal and external client-facing work, and broad professional knowledge and experience.

If you are passionate about supporting both customers and employees, driving continuous improvement, and fostering a customer‑centric culture, apply now and help us move our organization forward on our journey toward excellence!

Key Duties & Responsibilities

• Supervise and support a team of employees while managing day to day performance and resolving escalated calls.
• Plan, develop, facilitate, and monitor training programs for staff and corporate needs, including ongoing performance measurement.
• Oversee end‑to‑end recruitment and onboarding processes, including job postings, candidate screening, interviews, and assessments.
• Lead and support business process improvements and service development initiatives with branches, departments, and divisions.
• Monitor workload, email and group chats continuously throughout the day supporting staff and department inquiries.
• Oversee Requests for Service Regina to ensure timely, accurate handling and proper closure.
• Manage corporate cash collection and deposit processes, including reconciliation, reporting, analysis, and compliance with standards.
• Develop, implement, and maintain quality assurance programs to support consistent and high quality service delivery.
• Provide coaching, mentoring, leadership, and development opportunities to build team capacity and support succession.
• Respond to escalated inquiries from staff, the public, other departments, elected officials, and the media.
• Analyze workloads, processes, data, and programs to identify improvements, solutions, and recommendations.
• Participate in or lead special projects, including acting for the Operations Manager and supporting operational and strategic change initiatives.
• Support branch operations through policy development, testing of new software or system integrations, and assistance with financial processes.

Key Qualifications

• Typically, the knowledge, skills and abilities for this position are obtained through a diploma or certificate in Business Administration or Call Centre certificate.
• Three (3) to five (5) years’ experience in a call center environment.
• Two (2) to three (3) years of direct supervisory experience in a call center environment.
• Demonstrated ability to lead a diverse team, establish clear direction, and resolve conflicts.
• Ability to establish priorities, organize tasks, and adapt to changing circumstances in a fast-paced environment.
• Experience in the delivery of customer service-related software training, especially those currently being used by the City of Regina.
• Extensive knowledge of customer service delivery through varied channels, service evaluation and service improvement combined with excellent customer service skills.
• Ability to create action plans, coach others, and lead by example to achieve objectives.
• Knowledge of the City of Regina corporate structure and interdepartmental business flows.
• Skill in maintaining strong partnerships with internal and external stakeholders.
• Skill in general management functions including judgment, problem-solving, and decision-making.
• Strong oral presentation and teaching skills for diverse groups of employees.
• Ability to analyze data, draw conclusions, and recommend necessary changes.
• Capability to handle confidential and time-sensitive data effectively.
• Proficiency in Microsoft Office applications and knowledge of change management techniques.

Working/Other Conditions

• Physical Demands:
  • Considerable walking, standing, and changing positions.
  • Heavy computer and telephone usage necessary to meet job requirements.
  • Must be comfortable working in a fast paced environment.