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SUPERVISOR, SERVICE DELIVERY
POSTING NUMBER: 103414
HIRING SALARY RANGE: $78,552.00 - $88,371.00 PER ANNUM
MAXIMUM OF SALARY RANGE: $98,190.00 PER ANNUM
AREA OF RESPONSIBILITY:
Reporting to Senior Supervisor, Operations, provides service delivery front line supervision of Transit Operators, Control Room, Dispatch, Passenger Relations including Safety & Security, On Road, and Transit Terminals.
Centralized Services - This role is accountable to provide full operational coverage within these four key functional areas:
Control Centre (CC)
Report & Allocation (RA)
On Road Supervision (ORS)
Transit Terminals (TT)
Supervision of daily scheduling to ensure that service levels are maintained 24 hours per day, 7 days per week, and 365 days per year. This includes the assignment and tracking of Operator overtime to cover any open pieces of work.
Use transit-specific software (Hastus) to complete changes to operator schedules and prepare daily reports and route sheets in consideration of cost and resource efficiency; and in compliance with the Employment Standards Act and the Collective Agreement.
Responsible for the allocation and effective utilization of crewed and fixed spare board operators.
Ensure all operators have all necessary equipment and it is in proper working order
Advise operators of route changes and assists operators and passengers in emergency situations.
Liaise with the maintenance department to ensure that buses are safe, clean and operational to provide an efficient service.
Implement adjustments to the service to maintain the proficiency of the service throughout the operating day
Provide supervision, coaching and evaluates operation and driving practices of bus operators and provides feedback to ensure proper standards of performance are maintained.
Respond to public inquiries regarding policy, routes, schedules, service delays, etc.
Investigate and report workplace incidents and injuries/illnesses including providing possible causes and recommend correction action to mitigate future occurrences and risks.
Investigate incidents and collisions involving the public.
Investigates and responds to public complaints and disputes. Identifies trends and hot spots and makes recommendations to correct the issue(s). Conducts on-site investigations as required.
Accurately monitor and track status of all vehicles and coordinate bus maintenance / change offs as required.
Monitor radio communications to ensure continuity of service and assist operators with matters related to route operations, fare collection, transfers and customer service
Complete and distribute various records, statistics and reports on a daily basis
Ensure effective communication between Transit Operations Control Centre, the Transit Call Centre, and the Corporate Security Control Centre.
Liaise with Peel Regional Police, Peel Emergency Medical Services, Brampton Fire and Emergency Services, Animal Control, and other third party agencies as required.
Assumes driving duties when necessary to maintain service levels.
Responsible to provide training to newly hired Supervisors.
Proficiently carries out all Report & Allocation functions, including (but not limited to): assessment for Fitness for Duty, booking on/off Operators, Relief Board Bidding, tracking and issuing vehicle assignments (buses and taxi’s), and accurately completes Employee Conduct Reports for any violations of the Rules & Regulations by Operators
Proficiently carries out all Control Centre functions, including (but not limited to): providing timely service updates based on any system issues, provides immediate response to Operator Emergency Alarms, en route Operator book offs, monitoring for late departures/early arrivals and addressing any service issues, coordinate safety & security requests and lost and found reports.
Proficiently carries out all Terminal functions, including (but not limited to): providing front line customer service to passengers, and monitoring for safety (bus speed, proper use of cross walk, suspicious and/or unlawful activity, etc.).
Grade 12 education or equivalent;
Post-secondary courses in human relations, communications and labour relations an asset.
Ability to use Microsoft Word and Excel at an intermediate level is required.
Minimum 3 years supervisory level experience preferred.
Experience within public transit or a dispatch operation an asset.
Excellent oral and written communication and customer service skills.
Must possess or have the ability to obtain a valid Ontario Driver’s License class “CZ”.
*** Various tests and/or exams may be administered as part of the selection criteria ***
If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference # 103414 by January 23, 2020 and complete the attached questionnaire. 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.
Please be advised, the City of Brampton uses email to communicate with their 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. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), 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 Job Competition and your application will be removed from the Competition.
The City is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted for a job opportunity, please advise the Human Resources Division of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.