Serco Inc.

Deputy Supervisor - Mississauga, ON, Canada

Recruiting Location
RL_ON58 - (CA) DES - Mississauga
Work Location
Customer Service
Position Type
Security Clearance
Criminal Record Check (CPIC); Fingerprint Criminal Record Check

Position Description

Serco Canada is looking for a Deputy Supervisor to supervise our Mississauga, ON location.


Responsibilities include, but are not limited to the following:

  • Real-time management of the call floor.
  • Tracking absenteeism and attendance.
  • Adjusting schedules as needed.
  • Various data entry tasks.
  • Call volume forecasting.
  • Scheduling of workforce.
  • Processing of Paid Time Off and Shift Trades.
  • Creating and distributing various internal and external reports, communicating with various external personnel regarding staffing and call volume.

**Take down date for this job positng is on February 14, 2020 (COB)** 



  • High School Diploma and 4-6 years of experience.
  • Excellent attention to detail, ability to multi-task, excellent communications skills, and experience with the following Microsoft programs: Excel, PowerPoint, Word, and Access.
  • Background in call center operations.
  • Possesses working knowledge of CMS, WFM systems, and advanced call center techniques, operations experience, and experience extracting and processing data from various sources.


Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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