Centre Supervisor

Position Description & Qualifications If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Driver Examiners are based out of one of our 56 DriveTest Centre locations. Bring your expertise and customer service skills to Serco Canada Inc. where challenging and rewarding job opportunities await you We are looking for a dedicated individual with excellent leadership skills to help manage our fast paced Smiths Falls, Renfrew and Pembroke DriveTest Centres. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal and presentation skills, creative problem‑solving abilities, and previous office management experience. Purpose Of The Job Plan, organize, and direct front‑line employees on daily and weekly activities in the DTC (DriveTest Centre) to meet section service delivery objectives. Ensure compliance with all Serco Canada Inc. policies and procedures, including MTO Standards, Code of Conduct and Ethics, Serco Management System, and PDR’s. Be responsible for meeting the Project Agreement KPIs at the DEC level. Primary Duties And Responsibilities Management and Supervision Lead a DriveTest Centre office, including all customer service and Driver Examiner activities. Coordinate workflow within DriveTest Centre: distribute work, disseminate information, assign staff to cover absences, provide technical assistance, answer questions, and resolve problems. Liaise between the DriveTest Centre, other offices, and outside agencies for the distribution and collection of information to resolve operational issues. Educate staff on the use of the LCS system, introduce new versions and functions, and troubleshoot system problems as they arise. Plan and lead staff meetings. Review work performance, motivate staff, identify performance problems and solutions, determine training needs, and initiate informal measures or formal discipline with Human Resources and the DriveTest Centre Manager when necessary. Regularly monitor the accuracy, completeness, and timeliness of customer service and Driver Examiner activities within area of responsibility. Ensure accurate compliance with all Business Management System (BMS) processes and procedures. Perform duties of Customer Service Agent and/or Driver Examiner as required. Competencies And Skills Leadership – 4 to 6 years of supervisory experience and the ability to establish focus and provide motivational support. Communication – Communicate to ensure employees understand how their work supports the organization’s Balanced Score Card Approach; acknowledge, recognize, and reward contributions. Written communication – Express yourself clearly in business writing. Fostering teamwork – Work cooperatively with others while providing leadership and guidance. Managing performance – Set clear goals, track progress, provide feedback, address issues promptly, multitask, work under pressure, prioritize workload, maintain confidentiality, and work well with all levels of management, the client and the public. Maximizing performance – Assist with establishing performance/development goals, coaching, training, and evaluating performance. Empowerment – Allow employees freedom to decide how to achieve goals and resolve issues, delegate authority and responsibility. Customer Service Focus – Listen to and understand the customer, anticipate needs and prioritize satisfaction. Thoroughness – Ensure own and others’ work is complete and accurate, with a proven track record of high performance and positive work environment. Managing work – Identify priorities, plan, and establish organized procedures to accomplish goals efficiently. Decisiveness – Make difficult decisions promptly. Stress Management – Function effectively under pressure and maintain self‑control. Personal credibility – Be perceived as responsible, reliable, and trustworthy. Managing change – Support and implement organizational changes as needed. Technical expertise – Demonstrate depth of knowledge and skill in a technical area. Personal Attributes Innovative, creative, and agile. Anticipate issues and opportunities and respond proactively. Focus on solutions, drive results, and contribute ideas that inform tough decisions. Maintain effective and sustainable teams of direct reports. Highly accountable and motivated with a strong work ethic. Health & Safety Ensure ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre. Ensure employees comply with H&S rules and regulations. Assist with scheduling and chairing staff meetings to update on health, safety, and environmental strategy, introduce new policies, and encourage participation in improvements. Other / Projects May participate in special projects as assigned. To Be Successful In This Role, You Must Have High level knowledge of CSA and DE duties, ability to perform basic CSA transactions and conduct G1, G2 road tests, and ability to perform other road tests (M1, M2, A, B, C, D, E, F, and Z) is an asset. Combined educational and/or leadership experience to efficiently supervise several employees. Minimum of two years’ experience in Customer Service Agent and/or Driver Examiner position. Excellent knowledge of the Graduated Licensing System, related legislation, regulations, government and company policies to supervise DriveTest Centres effectively and provide expert information to staff and the public. Good computer skills in a Microsoft Windows environment, including Outlook, Word, and Excel. Ability to multitask, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and cooperate with all levels of management, the client, and the public. Willingness and ability to continuously improve upon and upgrade skill set. Position is contingent upon passing a Criminal Record Check (CPIC) and Fingerprint Criminal Record Check. Employee hours vary based on customer demand and location’s operating hours; may require extended shift hours and possibly Saturday hours during busy periods. Serco Canada Inc. an equal opportunity employer that is committed to inclusive, barrier‑free recruitment and selection processes. Consistent with our values, Serco Canada is committed to providing equitable treatment to all with respect to barrier‑free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements. We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Serco Canada Inc. is an equal opportunity employer. Company Overview Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. Wherever your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters. Pay Transparency Our Total Rewards package includes competitive pay, performance‑based incentives, and benefits that promote well‑being and work‑life balance – so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements. Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities. To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us. Serco complies with all applicable federal, provincial, and local leave laws. This is a Canada‑based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com. #J-18808-Ljbffr