Shift Supervisor, Operations

TTC (Toronto Transit Commission); Toronto; On-site; CAD 104,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Vision care

Pension plan

Job summary

The Toronto Transit Commission (TTC) is hiring a Shift Supervisor, Operations for its Wheel-Trans unit. You will supervise Reservations, Dispatch and Service Support during operating hours, handle service issues, and contribute to budget data and performance reporting.

You will lead training, enforce policies, and act as a backup to the Supervisor. A unionized environment background and knowledge of TTC/Wheel-Trans rules are essential.

Qualifications

• Completion of a post-secondary college diploma or university degree in a related discipline.
• Thorough knowledge of Wheel-Trans and TTC Bus Transportation, emergency operating rules and service adjustments.
• Strong knowledge of the Collective Agreement, TTC and Wheel-Trans policies and procedures as well as government regulations relative to transit operations.
• Sound judgement plus well-developed interpersonal, organizational and problem-solving skills necessary to co-ordinate and delegate multiple tasks simultaneously, and perform within a control centre environment involving a unionized workforce.
• Effective verbal communication skills to concisely convey information; and effective written communication skills for the preparation of various correspondence, reports, etc.
• Must have or rapidly become conversant with Hastus On Demand, IVR, two-way TETRA radio system, ICS Integrated Communication Software and other Dispatch/Reservations equipment.
• Strong knowledge of the street network as well as major points of interest relative to the GTA
• Experience working in a supervisory position within a unionized environment; and will be required to attend and successfully complete courses related to effective supervision as well as technical courses related to the work.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees

Responsibilities

• Provide direct supervision of the Reservations, Dispatch and Service Support areas during Wheel-Trans operating hours.
• Manage daily service issues and operational requirements to support efficient and reliable service delivery.
• Assist the Supervisor in establishing, managing and reporting on goals, objectives and performance standards for the Operations area, ensure training programs and procedural manuals are kept current, and act as a substitute for the Supervisor as required.
• Supervise and manage the Dispatch, Service Support and Reservations areas, evaluate performance, manage attendance and address grievances.
• Improve vehicle productivity, on-time performance, and call response while maintaining service quality and cost efficiency.
• Set priorities and direct Dispatchers, Service Support, Reservationists and staff on service requirements and procedures.
• Maintain data and prepare reports related to budgeting, productivity and KPIs.
• Develop and update policies and procedures for the section.
• Participate in TTC customer service Ambassador Program.
• Ensure accessibility for passengers and employees in line with the Ontario Human Rights Code.

Skills

Office software

Analytical skills

Communication skills

Education

Post-secondary degree

Tools

Hastus On Demand

IVR System

TETRA Radio

Dispatch software

Job description

Career Opportunities: Shift Supervisor, Operations (13710)

Requisition ID13710-Posted10/05/2026-Wheel-Trans Transportation (20000018)-Dispatch (30000376)-Job Opportunity

Requisition ID: 13710
Number of Vacancies: 1
Department: Wheel-Trans Transportation (20000018) - Dispatch (30000376)
Salary Information: $104,124.80 - $130,166.40
Pay Scale Group: 8SA
Employment Type: Regular (On-Site)
New or Existing Vacancy : Existing

Weekly Hours: 40 Off Days: Various Shift: Rotating
Posted On: October 5, 2026
Last Day to Apply: October 11, 2026
Reports to: Divisional Assistant Manager, Wheel-Trans

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

Looking for a new and exciting job opportunity? We are looking for a Shift Supervisor, Operations in our Wheel-Trans Transportation Department!

What You Will Do

In this role, you will provide direct supervision of the Reservations, Dispatch and Service Support areas during Wheel-Trans operating hours. You will manage daily service issues and operational requirements to support efficient and reliable service delivery. The role also includes researching and compiling data for the annual operating and capital budget process, including reviewing service and technological innovations to improve operational efficiency and performance. You will assist the Supervisor in establishing, managing and reporting on goals, objectives and performance standards for the Operations area, ensure training programs and procedural manuals are kept current, and act as a substitute for the Supervisor as required.

Other responsibilities of your role will include:

• Supervising and managing the Dispatch, Service Support and Reservations areas of the Section including evaluating employee performance, managing attendance, administering discipline, and investigating and responding to union and customer complaints/grievances
• Providing a safe, efficient and reliable service including improving and maintaining vehicle productivity, on-time performance, and telephone call response; and achieving a high level of service quality with cost efficiency
• Determining priorities, and initiating instruction, direction and assistance to Dispatchers, Service Support, Reservationists and other staff regarding service requirements/operations, operating policies/procedures, emergency instruction, etc.
• Maintaining and compiling data, and preparing reports related to budgeting, vehicle productivity, service adjustments, key performance targets, goals and objectives, etc.
• Recommending, developing and updating policies and procedures related to the work of the section
• Participating in the TTC customer service Ambassador Program
• Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers and/or employees with disabilities are accommodated and/or addressed (within your area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer.

What Skills Do You Bring?

• Use office technology, software and applications
• Apply analytical skills
• Communicate in a variety of mediums

What Qualifications Do You Bring?

• Completion of a post-secondary college diploma or university degree in a related discipline i.e. business administration, human resources) or a combination of education, training and experience deemed to be equivalent.
• Must have or rapidly acquire thorough knowledge of Wheel-Trans and TTC Bus Transportation, emergency operating rules and service adjustments
• Must have or rapidly acquire strong knowledge of the Collective Agreement, TTC and Wheel-Trans policies and procedures as well as government regulations relative to transit operations
• Sound judgement plus well-developed interpersonal, organizational and problem-solving skills necessary to co-ordinate and delegate multiple tasks simultaneously, and perform within a control centre environment involving a unionized workforce
• Effective verbal communication skills to concisely convey information; and effective written communication skills for the preparation of various correspondence, reports, etc.
• Must have or rapidly become conversant with the operations of the HoD Hastus On Demand computer system, Interactive Voice Response (IVR), two-way TETRA radio system, (ICS) Integrated Communication Software, GOCO Telephony System and other Dispatch/Reservations equipment
• Strong knowledge of the street network as well as major points of interest relative to the GTA
• Experience working in a supervisory position within a unionized environment; and will be required to attend and successfully complete courses related to effective supervision as well as technical courses related to the work
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pensionplan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier‑free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at [phone] or [e-mail] . Any information received related to an accommodation will be addressed confidentially.

General Prohibition in Hiring Process

The TTC is also committed to a fair hiring process based on job related qualifications, merit, and abilities. You are expected to write your own materials and provide your own qualifications and experiences during the hiring process. The TTC will not tolerate the use of artificial intelligence or external resources in any of your submissions or responses or the disclosure of interview questions to others. By submitting your application, you acknowledge and agree to the following:

• The use of any artificial intelligence (AI) tool including, but not limited to, ChatGPT and Microsoft Copilot, to generate or produce any information or materials to be submitted or any response to any assessment question or any interview question, is prohibited.
• All information and materials you submit, including resume, cover letter, and assessment responses, are your own original work without the use of any AI tool
• During any interview, your response to any interview question is your own without the use or assistance of any AI tool or any person.
• You will not disseminate or disclose to any person any interview question.

Should you breach the prohibition of AI tool use, or information dissemination or disclosure, you will be in violation of TTC’s hiring process and TTC may withdraw your application and may prohibit you from participation in the TTC hiring process.

Relatives of TTC Employees

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.