Shift Manager

BEST Service Pros; Toronto; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Competitive hourly pay above minimum

Excellent company culture and grants

Guusto recognition program

Career advancement and on-the-job upsk

Job summary

BEST - For a Cleaner World, Mississauga, ON, is hiring a Shift Manager to lead daily janitorial operations, ensuring high-quality service, client satisfaction, and operational excellence. You’ll supervise frontline staff and supervisors, coach for performance, and drive improvements while enforcing safety and SOPs.

The role emphasizes stakeholder relations, schedule management, inspections, and constant focus on contract requirements.

Qualifications

• Minimum 3–5 years of supervisory or management experience in janitorial services, facilities management, airport operations, or related service industry.
• Experience leading large, diverse, and unionized workforces is an asset.
• Customer service, performance management, quality assurance, and operational leadership experience.
• Knowledge of health and safety legislation, ESA, collective agreements, and investigations.
• Ability to work rotating shifts including evenings, weekends, holidays, and emergencies.
• Valid driver’s licence where required; ability to obtain security clearances.

Responsibilities

• Provide day-to-day leadership, coaching, and support to frontline employees to promote engagement and high performance.
• Conduct team meetings, shift huddles, training, and performance discussions to set expectations.
• Manage staffing, scheduling, vacation planning, overtime, and shift coverage.
• Oversee service delivery with inspections, quality audits, and action follow-ups for contract compliance.
• Maintain relationships with GTAA reps, Terminal Operators, airline reps and other stakeholders.
• Ensure route guides/work routines are updated to support efficient service.
• Respond to client concerns and issues while meeting contract service levels and response times.
• Monitor equipment, inventory, and assets; oversee preventative maintenance and reporting.
• Promote health and safety policies; participate in safety committees and monthly reporting.
• Collaborate with HR & Site Manager on investigations, actions, and policy compliance.
• Work with Site Manager on safety and HR investigations on-site.
• Track KPI performance: quality, client satisfaction, response times, staffing, safety, and operations.

Skills

Leadership

Team development

Communication

Customer service

Organizational skills

Analytical thinking

Health and safety

Office software

Tools

Microsoft Office

Job description

BEST - For a Cleaner World is a leader in providing premier services in both custodial and maintenance services, to a prestigious and loyal client base. Our Purpose is to create a positive impact on people’s lives. Recently recognized by the Deloitte Group as one ofCanada’s Best Managed Companies– Platinum Standard, and by Waterstone Human Capital as one ofCanada’s 10 Most Admired Corporate Cultures, we pride ourselves on distinction.

When you join the BESTteam, you’ll enjoy:

• Competitive hourly pay rates that are always above provincial minimum wage
• An excellent company culture, with access to educational grants and regular team events and celebrations
• Employee recognition and appreciation programs, like our BEST Guusto program, which rewards employees that go above and beyond with prizes
• Opportunities for career advancement, on-the-job training, and upskilling within a quickly growing company.

LOCATION: Mississauga, ON

SHIFT TYPE: Full Time

SALARY: $65,000- $75,000

JOB OVERVIEW:

The Shift Manageris responsible forleading daily janitorialoperations to ensurethe consistent deliveryof high-qualityservices, client satisfaction, andoperational excellence.This role overseesfrontline employees andsupervisors, ensuring workis completed safely,efficiently, and inaccordance with contractualobligations, company policies, and regulatory requirements. The Shift Managerfostersa positive workplaceculture through coaching, accountability, and employeedevelopment while drivingcontinuous improvementin service quality, safety, andoperational performance.

DUTIES AND RESPONSIBILITIES:

• Provide day-to-day leadership, coaching, and support tofrontline employees to promoteemployee engagement, accountability, and high performance.
• Conduct regular teammeetings, daily shifthuddles, training sessions, and performancediscussions to communicateexpectations, address operationalchallenges, and recognizeteam achievements.
• Manage staffing, scheduling, vacation planning, overtime, and shiftcoverage to ensureoperational requirementsare consistently met.
• Oversee service deliverybyconducting routine inspections, quality audits, andfollow-up actionsto ensure compliancewith contract requirements, company standards,and Standard OperatingProcedures (SOPs).
• Build and maintain positive working relationships with GTAA representatives, Terminal Operators, airline representatives and other key stakeholders through regular communication, inspections, and issue resolution.
• Ensure route guides/work routines are maintained, updated, and implemented to support efficient service delivery.
• Respond promptly toclient concerns andoperationalissues while ensuringcontractual service levelsand response timeexpectations are achieved.
• Monitor equipment, inventory, andfacility assets byensuring preventative maintenance, reporting deficiencies, and maintaining operationalreadiness.
• Promote andenforce all healthand safety policies, monthly safety reporting, toolbox talks, inspections, incident reporting, investigations and participation in Joint Health and Safety Committee activities.
• Partner with Human Resources & Site Manager tosupport performance management,investigations, correctiveaction, and policycompliance, applicable Collective Agreements and BEST policy guidelines to maintain good employee relations
• Work with Site Manager on safety and HR-related investigations that occur on-site
• Monitor operational andfinancial performance bymanaginglabour resources, controllingovertime, identifying efficiencies, and supporting continuousimprovement initiatives.
• Track andachieve key performanceindicators (KPIs), includingquality inspection results, client satisfaction, responsetimes, staffing levels, safety compliance, and operational performance.

SKILLS AND ABILITIES:

• Strong leadership andteamdevelopment skills withthe ability tomotivate, coach, andhold employees accountable.
• Excellent communication,interpersonal, and relationship-building skills withemployees, clients, andstakeholders.
• Strong customer serviceorientation with theability to effectivelyresolve issues andmaintain positive clientrelationships.
• Excellentorganizational, planning, and time managementskills with theability to prioritizemultiple tasks ina fast-pacedenvironment.
• Strong analytical, problem-solving,and decision-makingabilities.
• Knowledge of qualityassurance practices, workforcescheduling, operationalplanning, and continuousimprovement principles.
• Sound understanding ofoccupational health andsafety legislation, employmentstandards, and workplacecompliance requirements.
• Proficiency with MicrosoftOffice and operationalreporting, scheduling,and inspection systems.

REQUIREMENTS:

• Minimum 3–5years of supervisoryor management experiencein janitorial services, facilities management,airport operations, orarelated service industry.
• Experience leading large, diverse, and unionizedworkforces is consideredan asset.
• Demonstrated experience incustomer service, employeeperformance management,quality assurance, andoperational leadership.
• Working knowledge ofoccupational health andsafety legislation, EmploymentStandards Act (ESA), collective agreements, and workplace investigations.
• Ability to workrotating shifts, includingevenings, weekends, holidays, and emergency call-ins as operationallyrequired.
• Valid driver's licence(where required).
• Proficiency in MicrosoftOffice Suite andexperience using scheduling, inspection, and reportingsoftware.
• Ability to obtainand maintain allrequired security clearancesandcertifications for theworksite.

BEST is committed to creating a diverse, equitable, and inclusive workplace.

We support the hiring of visible minorities, women, members of the LGBTQ2S+ community, and veterans.

We are an equal opportunity employer with the interests of fairness and equality.

We will take the necessary measures to ensure that all applicants have equal access to Best Service Pros job opportunities.

BEST does not use artificial intelligence or automated decision-making tools to screen, assess, or select applicants.

Applicants who are interviewed will be notified when a hiring decision has been made, in accordance with the Ontario Employment standards.