Senior Supervisor, Service Delivery

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.

• 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…