Senior Supervisor, Service Delivery

Canadian Urban Transit Association; Brampton; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

City of Brampton seeks a capable Supervisor, Service Delivery, to lead daily transit operations. You will supervise Supervisors, Transit Operators, and terminal staff, coach and guide teams, coordinate schedules and overtime, and ensure service levels are met.

You will administer attendance controls, payroll, training, recruitment, and safety compliance under OHSA. You will liaise with the Customer Experience team and support labor relations and continuous improvement initiatives.

Qualifications

• Diploma in Business, Human Resources, transportation planning or related field.
• 3 to 5 years progressive transit-related experience; demonstrated knowledge of scheduling and transit operations.
• 3 to 5 years Supervisory experience in a unionized environment.
• Knowledge of workplace safety standards, the Occupational Health & Safety Act.
• Extensive knowledge of complaint investigation and strong public relations/customer service orientation.

Responsibilities

• Provide daily direction, coaching, support, guidance, supervision to Supervisors, Service Delivery.
• Supervise Transit Operators and coordinates dispatch, on-road supervision, and terminal operations.
• Administer transit absenteeism control program; manage payroll and vacation; ensure safety compliance.
• Interview, recruit and hire staff to meet operational needs.
• Ensure staff receive training and keep current on industry requirements and divisional goals.

Skills

Communication skills

Public relations

Microsoft Office

Interpersonal skills

Education

Diploma in Business/HR/transportation planning

Job description

Supervises. Provides daily direction, coaching, support, guidance, supervision, information, and overall leadership to Supervisors, Service Delivery. Provides immediate coaching to Transit Operators and transitions follow up to the Senior Supervisor, Operations. Supervises staff, plans and assigns work duties, arranges staff schedules and overtime to ensure work is being completed to achieve approved service levels. Responsible for the Supervisor’s Report of Employee Accident (SREA) process, claims management, return to work, and staff accommodations. Administer transit absenteeism control program and take actions to reduce absenteeism if needed. Provide performance documentation and participate in disciplinary action as required. Ensure staff receive the appropriate training and are kept current on industry technical requirements and legislative changes, as well as divisional goals and objectives. Interview, recruit and hire staff to meet operational effectiveness.

Functional Leadership. Contributes towards new policies and standard operating procedures to meet the service plan and strategic goals. Investigates, identifies, and corrects systemic issues and service challenges, deals with emergency situations, system disruptions and employee issues. Ensures adherence to applicable legislation and agreements, fostering positive labour relations. Ensures effective coordination of all resources (people, equipment, vehicles) to ensure daily service requirements are met in a cost-effective manner. Adheres to all safety requirements to create and maintain a safe work environment. Approves payroll and vacation. Liaises with other departments and transit system and external agencies as required.

Oversees Service Delivery. Ensures daily scheduled service delivery and responsible for implementing strategies for minimizing service delays and service cancellations. Ensures on-time service performance and address any operational issues. Responsible for Transit Control, Dispatch, On-Road supervision of Supervisors, Service Delivery, and Terminal operations. Supervise staff, plan and assign work, arrange staff schedules, to ensure work is being completed to achieve approved service levels. Observes Supervisors and Transit Operators on the road, monitors on-road service delivery and transit terminals operations, prepares reports and makes recommendations for service improvements. Communicates with the Customer Experience team to provide timely service-related updates.

Performance Management. Provides performance feedback, guides, and coaches. Provides and/or arranges training. Assists with the recruitment and orientation of new employees. Regularly reviews and evaluates field operations and service delivery methods/processes and provides feedback and suggestions to senior operations staff, with a view to streamlining/updating practices, assuring compliance with standards/procedures and health & safety, and fostering excellence in customer service.

Maintains Supplies & Equipment. Ensures the equipment required by the Supervisors, Service Delivery is in working order and meets safety standards. Oversees the record-keeping of company assets and accountable for the distribution and return of company assets.

Provides Customer Service. Answers queries and responds to requests from internal and external customers (i.e. transit users). Is available to assist in the handling of emergencies. Investigates and resolve many of the day-to-day problems pertaining to transit operations.

Support Management. Participates on cross-functional teams as required. Forecasts staffing needs for workforce planning.

Selection Criteria

• Diploma in Business, Human Resources, transportation planning and/or a combination of education and work experience in a related field.
• 3 to 5 years of progressive transit-related experience; demonstrated knowledge of scheduling and transit operations.
• 3 to 5 years Supervisory experience in a unionized environment.
• Knowledge of workplace safety standards, the Occupational Health & Safety Act.
• Extensive knowledge of complaint investigation and strong public relations/customer service orientation.
• Must be able to work variable hours and days of week, including overnight shifts.
• Computer proficient in Microsoft Office.
• Good communication skills; excellent interpersonal skills in a diverse community.

Mandatory Requirements

• Must have a class G driver’s licence.

Additional Information

Interview:Our recruitment process may be completed with video conference technology.

**Various tests and/or exams may be administered as part of the selection criteria.

As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in an change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available.

We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.

As part of the application process, applicants will be invited to complete a self identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the survey will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.

The City of Brampton uses email to communicate with applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. Time sensitive correspondence is sent via email (i.e. testing bookings, interview dates) and it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the employment opportunity and your application will be removed from the competition.