Centre Supervisor - Owen Sound Walkerton DriveTest - Full Time - Term

Serco; Guelph; On-site; CAD 60,000 - 80,000; Full time

Job summary

Serco Canada Inc. is seeking a Manager for their Kitchener DriveTest Centre. In this role, you will oversee daily operations, ensure compliance with policies, and manage frontline employees. Ideal candidates will possess strong leadership skills and previous management experience, contributing to a dynamic and customer-focused environment.

Qualifications

• 4 to 6 years of supervisory experience required.
• Ability to perform basic CSA transactions and conduct road tests.
• Experience in customer service roles essential.

Responsibilities

• Plan and direct frontline employees at the DriveTest Centre.
• Ensure compliance with company policies and procedures.
• Lead and coordinate staff workflow in the DriveTest Centre.

Skills

Leadership

Communication

Customer Service Focus

Managing Performance

Teamwork

Problem Solving

Stress Management

Education

Minimum two years experience as Customer Service Agent or Driver Examiner

High level knowledge of CSA and DE duties

Tools

Microsoft Office

Job description

If you enjoy working with the public in a high energy and dynamic environment challenging and rewarding job opportunities await you at Serco Canada Inc.

You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Driver Examiners are based out of one of our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you!

We are looking for a dedicated individual with excellent leadership skills to help manage our fast paced Kitchener DriveTest Centre. This demanding yet rewarding role requires adaptability independent thinking initiative and enthusiasm. The position will suit you if you have strong interpersonal / presentation skills creative problemsolving abilities as well as previous office management experience.

• This is a term position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of twelve 12 months with the possibility of an extension.

Purpose of the Job :

• Plan organize and direct frontline employees on daily / weekly activities in the DTC (DriveTest Centre) to meet section service delivery objectives.
• Ensure compliance with all Serco Canada Inc. policies and procedures including but not limited to MTO Standards Code of Conduct and Ethics Serco Management System PDRs etc.
• Responsible to meet the Project Agreement KPIs at the DEC level.

Primary Duties and Responsibilities :

Management and Supervision :

• Lead a DriveTest Centre office including all customer service and Driver Examiner activities.
• Coordinate workflow within DriveTest Centre including distribution of work dissemination of information assigning staff to cover for absences providing technical assistance answering questions and resolving problems.
• Serve as a liaison between the DriveTest Centre other offices and outside agencies for the distribution and collection of information to resolve operational issues.
• Educate staff in the use of the LCS system introducing new versions and functions and troubleshoot system problems as they arise.
• Planning and leading staff meetings.
• Reviewing work performance motivating staff to work more effectively identifying problems with performance and solutions to those problems determining training needs to improve performance initiating informal measures to correct misconduct or making recommendations for formal discipline with the assistance of Human Resources and DriveTest Centre Manager when necessary.
• Regularly monitor the accuracy completeness and timeliness of customer service and Driver Examiner activities within area of responsibility.
• Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
• Perform duties of Customer Service Agent and / or Driver Examiner as required.

Competencies and Skills :

• Leadership 4 to 6 years of Supervisory experience and the ability to establish focus and provide motivational support.
• Communication Communicate to ensure employees in the unit support and understand how their work relates to the organizations Balanced Score Card Approach. Acknowledge employees for their contributions and recognize and reward employees for their achievements. The ability to pass information to others with clarity and precision. Oral communication : ability to express oneself clearly in conversations and interactions with others.
• Written communication : ability to express oneself clearly in business writing.
• Fostering teamwork The ability to (and desire) to work cooperatively with others while providing leadership and guidance to ensure the success of all team participants.
• Managing performance The ability to take responsibility for ones own (and / or area of responsibility) performance by setting clear goals and expectations tracking progress against goals ensuring feedback and addressing performance issues promptly. Has the ability to multitask work well under pressure prioritize workload meet deadlines maintain confidentiality and work well with all levels of management the client and the public.
• Maximizing performance The ability to assist with establishing performance / development goals coaching performance providing training and evaluating performance.
• Empowerment The ability to allow employees the freedom to decide how they will achieve their goals and resolve issues. This includes conveying confidence in an employees ability and delegating significant authority and responsibility.
• Customer Service Focus The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
• Thoroughness The ability to ensure that ones own work and others work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
• Managing work The ability to identify priorities manage time effectively plan and establish organized procedures to accomplish goals efficiently and effectively.
• Decisiveness The ability to make difficult decisions in a timely manner.
• Stress Management The ability to keep functioning effectively when under pressure and maintain selfcontrol in the face of hostility or provocation.
• Personal credibility To be perceived as responsible reliable and trustworthy
• Managing change The ability to demonstrate support for organizational changes needed to improve organizational effectiveness. This includes initiating; sponsoring and implementing organizational change and helping others manage change.
• Technical expertise The ability to demonstrate depth of knowledge and skill in a technical area

Personal Attributes :

• Innovative creative and agile.
• Anticipates issues and opportunities and proactively responds.
• Focuses on solutions; drives results; contributes ideas that will inform and support Manager with making tough decisions in ambiguous situations.
• Maintains effective and sustainable teams of direct reports.
• Highly accountable and motivated with a strong work ethic.

Health & Safety :

• Ensures the ongoing maintenance of safe healthy and sustainable working environment at a DriveTest Centre including travel points while observing compliance to management responsibilities and legislation as per section 27 of the OHSA.
• Ensures employees are in compliance with the H&S rules and regulations.
• Assists with the scheduling and chairing of staff meetings to provide updates on the companys overall health safety and environmental strategy introduces new or revised policies and procedures and encourages staff participation in the development of improvements.

Other / Projects :

• May participate in Special Projects as assigned.

Qualifications

To be successful in this role you must have :

• High level knowledge of CSA and DE duties including ability to perform basic CSA transactions and conduct G1 G2 road tests and / or the abilityto obtain certification. Ability to perform other road tests (M1 M2 A B C D E F and Z) is an asset.
• Combined educational and / or leadership experience to efficiently supervise several employees preferred.
• Minimum of two years experience in Customer Service Agent and / or Driver Examiner position.
• Excellent knowledge of the Graduated Licensing System related legislation regulations government and company policies to effectively supervise one or more DriveTest Centres in an assigned area; provide expert information and advice to staff and the public.
• Good computer skills in a Microsoft Windows environment including Outlook Word and Excel.
• Has the ability to multitask work well under pressure prioritize workload meet deadlines maintain confidentiality and work well with all levels of management the client and the public.
• Willingness and ability to continuously improve upon and upgrade skill set.
• This position is contingent upon your ability to Pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.
• Employee hours vary based on customer demand and locations operating hours.
• This position may require extended shift hours and possibly Saturday hours (depending on location) during certain periods of the year when Drive Test Centre volume is higher.

Serco Canada Inc. an equal opportunity employer that is committed to inclusive barrierfree recruitment and selection with our Values Serco Canada is committed to providing equitable treatment to all with respect to barrierfree 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.

We thank all applicants for their interest. However only candidates selected for an interview will be contacted. Serco Canada Inc. is an equal opportunity employer.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group plc. In North America Sercos 9000 employees strive to make an impact every day across 100 sites in the areas of Defense Citizen Services and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military numerous U.S. Federal civilian agencies the Intelligence Community the Canadian government state provincial and local governments and commercial clients. While your place may look a little different depending on your role we know you will find yours here. Wherever you work and whatever you do we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit : If you require an accommodation with the application process please email : or call the HR Service Desk atoption 1. Please note due to EEOC / OFCCP compliance Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested this will require presentation of a governmentissued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain / store the information provided as proof of identity. For more information on how Serco uses your information please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco please email .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status and other legally protected characteristics.

Required Experience :

Manager

Key Skills

Abinitio,Administration And Accounting,Android,Bid Management,Inventory Management,Embedded C

Employment Type : Full-Time

Department / Functional Area : Customer Service