Job Description

Job ID :

2959

Openings :

1

Jurisdiction:

Out of Scope

Division:

Communications, Service Regina & Tourism

Department:

Communications & Engagement

Branch:

Service Regina

Location Name :

Regina, Saskatchewan, CA

Type of Posting:

Internal & External

Employment Type :

Permanent

Annual Salary:

$91,060.00 - $121,412.00

Date Posted :

June 24, 2025

Closing Date:

July 8, 2025



Land Acknowledgement

We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and Metis Nation, honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.



Equity, Diversity & Inclusion

The City of Regina is an equal opportunities employer dedicated to fostering a respectful, collaborative, inclusive, and barrier-free workplace, allowing everyone to achieve their full potential. We value diversity as a key to our success and encourage all qualified candidates, including Indigenous peoples, people of color, 2SLGBTQIAP+ individuals of all genders, persons of disabilities, and members of equity-seeking communities, to apply.



The City of Regina is committed to ensure accessible and accommodating processes during the application and selection phases. If you need accommodation at any point during the recruitment process, please inform our Talent team and we'll collaborate with you to address your requirements.

Position Summary

Are you a natural leader with a passion for delivering exceptional customer experiences? We're looking for a dynamic and organized Call Centre Manager to take the reins and inspire our team to new heights! In this role, you'll oversee a dedicated team of three Supervisors, a talented group of Customer Service Representatives and admin support, all working together to provide top-tier support. If you thrive in a fast-paced environment, love coaching others to success, and have a knack for streamlining processes, this is your moment. Bring your management expertise, strategic mindset, and people-first approach to a role where your leadership truly makes a difference. Let's create outstanding service--together! Key Duties & Responsibilities

Contributes to the development of the Departmental long-term planning and broader annual plan

Leads or assists in the development and implementation of the Branch annual operational plan

Sets objectives, service levels, and performance targets

Ensures development of policies, systems, and procedures

Leads or assists in the development of the Branch budget

Ensures timely and accurate forecasting and analysis of expenditures

Ensures alignment with City financial management standards and practices

Provides financial analysis and identifies opportunities for cost reductions

Provides advice and guidance to senior City Leaders

Meets with community representatives, partners, and other stakeholders

Builds and fosters cross departmental/divisional relationships

Leads workforce planning and provides leadership, mentoring, and coaching

Conducts performance planning and manages staff development

Provides leadership for labour relations and ensures adherence to collective agreements

Manages scheduling, time and attendance, and other HR functions

Ensures adherence to policies and proactively manages operational risks

Leads corporate safety initiatives and promotes a safety-focused culture

Leads customer service operations, monitors performance metrics and service standards

Implements customer service improvement initiatives and ensures interdepartmental collaboration

Provides regular updates to leadership and manages contract administration Key Qualifications



Significant knowledge of contact center operations, cash management, and secure visitor management

Knowledge of service delivery models, policy development, planning, budgeting, and HR

Knowledge of broader City operations and departmental context

Knowledge of Process Improvement methodologies

Knowledge of budget preparation and data analysis

Knowledge of change management, project management, contract management, and records management

Ability to lead/facilitate stakeholder groups and present complex content

Strong conflict resolution and consensus-building skills

Change management skills, including resolution of resistance

Liaison and communication skills with internal and external stakeholders

Ability to assess and recommend options through scenario planning

Ability to align business plans with corporate strategy

Research and analysis of programs, resources, policies, and practices Working/Other Conditions



The majority of the work is undertaken in City facilities.

There are no unusual physical, visual, auditory, or concentration demands associated with this role.

Additional Requirements:

Successful candidates may be required to provide a satisfactory criminal record check per the City of Regina's Criminal Record Check Policy. Proof of education is required. Additional assessments may be conducted to evaluate competencies, skills, and knowledge.



At City of Regina, we offer competitive compensation, health and wellness benefits, and growth through educational support and in-house courses. If you're passionate about public service and making a difference, apply now!

For detailed job descriptions, CBAs, and application tips, visit our Applicant & Job Resources page .

Note:

Only applications submitted via our online application system are accepted