SENIOR SUPERVISOR, SERVICE DELIVERY

Tobermory; Brampton; On-site; CAD 103,000 - 116,000; Full time

Job summary

City of Brampton is seeking a Senior Supervisor, Service Delivery to provide daily leadership to Supervisors and oversee Transit Service Delivery. The role focuses on coaching, scheduling, and ensuring service levels across Transit operations.

Ideal candidate has 3–5 years in transit operations with supervisory experience in a unionized setting, plus strong interpersonal and communication skills. This full-time position requires flexibility, safety compliance, and a customer-first approach.

Qualifications

• Diploma or equivalent combination of education and work experience in related field.
• 3–5 years of progressive transit-related experience and knowledge of scheduling and transit operations.
• 3–5 years of supervisory experience in a unionized environment.
• Knowledge of workplace safety standards and the Occupational Health & Safety Act.
• Strong public relations and customer service orientation.
• Ability to work variable hours and days, including overnight shifts.

Responsibilities

• Provide daily direction, coaching, support, guidance, supervision, information, and leadership to Supervisors, Service Delivery.
• Provide immediate coaching to Transit Operators and transition follow-up to the Senior Supervisor, Operations.
• Supervise staff, plan and assign work duties, and arrange staff schedules and overtime to meet service levels.
• Manage SREA process, claims management, return-to-work and accommodations.
• Manage transit absenteeism program and take action to reduce absenteeism.
• Develop policies and SOPs to meet service plan and strategic goals.

Skills

Supervisory experience

Transit operations knowledge

Scheduling

Interpersonal skills

Communication skills

Microsoft Office

Driver's license

Public relations

Education

Diploma in Business

Diploma in Human Resources

Transportation planning

Job description

City of Brampton is located at Transit – Sandalwood Facility. The company is currently looking for applications for the role of SENIOR SUPERVISOR, SERVICE DELIVERY. We are seeking a self-disciplined individual with exceptional interpersonal skills. The chosen applicant will be required to join and begin their duties as soon as possible. This is a regular full-time position.

Employer Name: City of Brampton
Position: SENIOR SUPERVISOR, SERVICE DELIVERY
No. of vacancies: 1
Salary: $102,784.00 – $115,632.00 per annum
Employment type: Full Time (FT), Regular (R)
Hours of Work: 35 Hour work week
Location: Transit – Sandalwood Facility

• The candidate will be responsible for providing daily direction, coaching, support, guidance, supervision, information, and overall leadership to Supervisors, Service Delivery.
• The candidate will be responsible for providing immediate coaching to Transit Operators and transitioning follow-up to the Senior Supervisor, Operations.
• The candidate will be responsible for supervising staff, planning and assigning work duties, and arranging staff schedules and overtime to achieve approved service levels.
• The candidate must manage the Supervisor’s Report of Employee Accident (SREA) process, claims management, return to work, and staff accommodations.
• The candidate will manage the transit absenteeism control program and take appropriate action to reduce absenteeism when necessary.
• The candidate will be responsible for providing performance documentation and participating in disciplinary action as required.
• The candidate must ensure staff receive appropriate training and keep up to date with industry technical requirements, legislative changes, and divisional goals and objectives.
• The candidate will be responsible for interviewing, recruiting, and hiring staff to meet operational effectiveness.
• The candidate must contribute to the development of new policies and standard operating procedures to meet the service plan and strategic goals.
• The candidate will be responsible for investigating, identifying, and correcting systemic issues and service challenges and handling emergency situations, system disruptions, and employee issues.
• The candidate will be responsible for ensuring compliance with applicable legislation and agreements and fostering positive labour relations.
• The candidate will be responsible for effectively coordinating all resources, including people, equipment, and vehicles, to ensure daily service requirements are met in a cost-effective manner.
• The candidate will be responsible for following all safety requirements to create and maintain a safe work environment.
• The candidate must approve payroll and vacation and maintain communication with other departments, the transit system, and external agencies as required.
• The candidate will be responsible for ensuring daily scheduled service delivery and implementing strategies to minimize service delays and service cancellations.
• The candidate will be responsible for ensuring on-time service performance and addressing any operational issues.
• The candidate will be responsible for Transit Control, Dispatch, On-Road supervision of Supervisors, Service Delivery, and Terminal operations.
• The candidate will be responsible for supervising staff, planning and assigning work, and arranging staff schedules to ensure approved service levels are achieved.
• The candidate will be responsible for observing Supervisors and Transit Operators on the road, monitoring on-road service delivery and transit terminal operations, preparing reports, and making recommendations for service improvements.
• The candidate will be responsible for communicating with the Customer Experience team and providing timely service-related updates.
• The candidate will provide performance feedback, guidance, and coaching, as well as provide or arrange training.
• The candidate will be responsible for assisting with the recruitment and orientation of new employees.
• The candidate will be responsible for regularly reviewing and evaluating field operations and service delivery methods/processes and providing feedback and suggestions to senior operations staff to streamline/update practices, assure compliance with standards/procedures and health & safety, and foster excellence in customer service.
• The candidate will be responsible for ensuring the equipment required by the Supervisors, Service Delivery is in working order and meets safety standards.
• The candidate will be responsible for overseeing the record-keeping of company assets and managing the distribution and return of company assets.
• The candidate will be responsible for answering queries and responding to requests from internal and external customers, including transit users.
• The candidate must remain available to assist with the handling of emergencies.
• The candidate will be responsible for investigating and resolving many of the day-to-day problems pertaining to transit operations.
• The candidate will be responsible for participating on cross-functional teams as required.

Job Requirements

• The candidate must have a Diploma in Business, Human Resources, transportation planning, or a combination of education and work experience in a related field.
• The candidate must have 3 to 5 years of progressive transit-related experience and demonstrated knowledge of scheduling and transit operations.
• The candidate must have 3 to 5 years of supervisory experience in a unionized environment.
• The candidate must have knowledge of workplace safety standards and the Occupational Health & Safety Act.
• The candidate must have extensive knowledge of complaint investigation and a strong public relations/customer service orientation.
• The candidate must be able to work variable hours and days of the week, including overnight shifts.
• The candidate must be proficient in Microsoft Office.
• The candidate must have good communication skills and excellent interpersonal skills in a diverse community.
• The candidate must have a Class G driver’s licence.
• The candidate will be required to sign a written employment agreement as a condition of employment.

Security and safety

• The candidate will be required to undergo a criminal record search to confirm that they have no criminal record for which a pardon has not been granted.