Service Delivery Specialist

1 week ago

Regina, Saskatchewan, Canada Transdev Canada Full time
Transdev Canada is hiring a Service Delivery Specialist at our Regina location

As a Service Delivery Specialist at Transdev, you will be responsible for driving customer success and ensuring contract compliance while assisting in the oversight of daily operations and service delivery. Reporting to and supporting the General Manager, the Service Delivery Specialist plays a critical part in achieving operational and service excellence.

Your role
  1. Customer Success
    • Assist in maintaining a reputation for safe, reliable, and client-centered service.
    • Support in investigating and responding to customer comments and complaints.
    • Ensure compliance with contractual obligations and performance metrics.
    • Facilitate customer feedback initiatives to gather insights and improve service delivery.
  2. Service Delivery
    • Monitor and analyze performance metrics to ensure operational excellence.
    • Handle operator scheduling assignments, as well as payroll and benefits.
    • Enhance processes, optimizing scheduling, and improving workforce efficiency.
    • Administer operator attendance management, including addressing call-ins and following up on failures to report.
    • Coordinate responses to potential service disruptions.
    • Act as the designated contact for the customer regarding scheduling and service changes.
    • Communicate and collaborate with management and operators to support and ensure compliance with policies, procedures, and the Collective Bargaining Agreement.
    • Maintain clear, concise, and accurate records to support operational efficiency and compliance.
  3. Workforce Administration
    • Assist in recruitment efforts and staff performance evaluations.
    • Use policy & procedure to respond to employee & customer questions and refer concerns to the GM.
    • Cultivate a positive, accountable workplace culture that encourages collaboration and transparency.
    • Support accident and incident investigations, providing on-site assistance as needed.
    • Manage and adapt service schedules to meet the needs of the customer, proactively addressing potentially unforeseen disruptions.
    • Coordinate with Maintenance to ensure the fleet is readily available to meet service expectations.
    • Uphold confidentiality and ensure sensitive information is handled with discretion.
Your profile
  1. You hold a university degree, college diploma or a combination of public transit or other passenger transportation industry-related experience and/or training.
  2. You have 2 to 4 years of operations, public transit or passenger transportation experience, with a demonstration of increased responsibility.
  3. You have direct experience coordinating a unionized workforce in scheduling and service delivery.
  4. You have excellent customer service and operational management skills.
  5. You are organized and possess the ability to manage the daily fast-paced operations, with excellent written and oral communication skills.
  6. You have the ability to establish and maintain a reputation for high-quality, client-centered service.
  7. You have a thorough knowledge of basic provincial laws, employment standards, and regulations governing transit operations.
  8. You possess an advanced proficiency with Microsoft Word, Excel, and relevant programs.
  9. You have a demonstrated ability to organize and perform work efficiently, with a strong attention to detail.
  10. You are willing to work flexible hours, including weekends and holidays.
Join an international Group strongly rooted in the communities

Transdev is an international leader in mobility at the service of communities. We design and operate public transport networks - buses, coaches, trams, trains, shared bikes, ferries, and more - to empower freedom to move everyday thanks to safe, reliable and innovative solutions that serve the common good.

Because we are people serving people, our 100,000 employees have a positive impact on people and society. It is by taking care of them that we empower people to move forward.

In March 2023, Transdev Canada expanded its reach in western Canada by acquiring First Transit. By joining forces, Transdev Canada is now the largest multi-modal privately owned transportation company in Canada.
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