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Supervisor, Office Administration/Call Centre

Posting Date: Mar 16, 2019

Location: Toronto, ON, CA

Company: Toronto Hydro



Reporting to Director, Enterprise Project Management and Development, the Supervisor, Operations Support Office is responsible for supervising the workload and delegation of tasks for energy services and clerical/administrative staff within the Enterprise Program Management and Development department in order to provide consistent service, suitable coverage and balanced workloads. The Supervisor will oversee the administrative support for operations groups (Electrical Operations and Procurement and Engineering and Construction) within the framework of a changing corporate environment and the Collective Agreements. Support services include, but are not limited to: timekeeping/payroll administration, contract administration of operating and maintenance contracts, oversee customer connections support/energy services, budget preparation coordination, and administration and cost accounting.


The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.


Successful candidates must possess the following competencies and will be pre-screened for those bolded, prior to the interview portion of the selection process. Competencies are listed in order of significance.





  • Manages energy services to internal/external customers requesting new service connections, demolitions, isolations or temporary services through a high volume call centre. 
  • Performs contract administration (C/A) functions by overseeing quotation and scheduling activities associated with customer connection contractors working for Toronto Hydro, monitors and reporting contractor performance to OEB and senior management, Manages C/A invoicing functions, including generation and tracking of Purchase Requisitions and receipting for invoice processing and accruals related to THESL Operations.
  • Liaises with COS, SDS, Metering, Customer Care, Billing, System Response and Dispatch business units to resolve complex customer issues, improve internal processes and monitor team performance.
  • Oversees centralized timekeeping services and the generation of reports/analysis to ensure employees are compensated accurately based on time worked and entitlements.
  • Provides various business units with information/reporting required to manage attendance, financials and operational performance.
  • Provides Operations with support by taking ownership of support services and analytics to improve productivity and create efficiencies.
  • Drive continuous improvement projects/initiatives and expansion/enhancement of client solutions and customer experience.                                




  • University Degree in Business Administration or equivalent.
  • Three to five (3-5) years people and/or project leadership experience.
  • Knowledge of office administration practices, billing budget systems and contract administration.
  • Experience in a high volume, fast paced call centre environment, preferred.
  • Demonstrated versatile leadership; skilled in team and talent development, direct supervisory experience preferred.
  • Experience in project management, operational functions and process improvements. Professional designation (i.e. PMP) is considered an asset.
  • Customer focused - models customer focused approach in all decisions and actions. Experience with internal/external customers.
  • Ability to handle complex situations, and resolve difficult or non-routine issues.
  • Demonstrated experience in performance measurement, quality monitoring and data analysis.
  • Champions new ideas, initiatives and change management.
  • Strong presentation and communication skills
  • Ability to negotiate for win-win and interest based solutions.
  • Ability to recognize opportunities for improvement - improving work execution and customer service processes and solutions.
  • Demonstrated financial acumen – knowledge of budgeting and accounting concepts and practices.
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet intended targets and deadlines, while focusing on quality.
  • Demonstrated ability to take initiative and accept responsibility for assignments/tasks as well as actions.
  • Ability to maintain a cooperative working environment.
  • Demonstrates commitment to environment, health and safety
  • High level of fluency with MS Office applications (i.e. Word, PowerPoint, Excel, Visio)                                             


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