Job Order Detail

Description

Join our fastpaced contact centre as a key leader supporting exceptional customer experiences. Reporting to the Manager of Operational Services & Business Support, youll guide a diverse team, handle escalations, improve processes, and help drive service excellence across the organization.

What Youll Do

- Lead, coach, and support staff while managing daily performance.
- Oversee training, recruitment, onboarding, and quality assurance.
- Coordinate process improvements and support corporate initiatives.
- Manage Requests for Service Regina and corporate cash handling.
- Respond to escalated inquiries and provide strong operational support.
- Analyze data and workloads to recommend improvements.

What You Bring

- Diploma/certificate in Business Administration or Call Centre studies.
- 35 years in a call centre + 23 years supervisory experience.
- Strong leadership, communication, and problemsolving skills.
- Experience delivering software training and leading through change.
- Ability to prioritize, coach, analyze data, and build strong relationships.
- Proficiency in Microsoft Office; knowledge of City of Regina systems an asset.

What We Offer

- A meaningful leadership role that shapes frontline service delivery.
- Opportunities to mentor staff, support innovation, and contribute to change.
- A collaborative, fastmoving environment where your ideas matter.

Benefits of working at the City of Regina

We offer a competitive wage and benefits package, ongoing training, and employee recognition programs.

Permanent employees are eligible for 80% Health & Dental coverage. Group Life Insurance/Long term disability plan and Civic Pension plan. As well as 50% off for City facilities (Swimming pass etc.)

To view the full job description and apply, please visit https://jobs.regina.ca/. Note: The City of Regina only accepts applications through our website.

We do not accept applications via mail, email, fax or hard copy.