Centre Supervisor

Overview Serco Canada Inc. invites you to join a dynamic team supporting operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. This role is based at one of our 56 DriveTest Centre locations and provides a challenging, rewarding work environment where customer service skills and expertise are highly valued. Purpose of the Job Plan, organize, and direct front‑line employees on daily/weekly activities in the DriveTest Centre to meet service delivery objectives. Ensure compliance with all Serco Canada Inc. policies and procedures, including MTO standards, code of conduct and ethics, Serco Management System, PDR’s, etc. Responsible for meeting the Project Agreement KPIs at the DriveTest Centre level. Management and Supervision Lead a DriveTest Centre office, including all customer service and Driver Examiner activities. Coordinate workflow within the DriveTest Centre, including distribution of work, dissemination of information, staffing for absences, technical assistance, and problem resolution. Serve as a liaison between the DriveTest Centre, other offices, and outside agencies for information distribution and operational issue resolution. Educate staff in the LCS system, introduce new versions, functions, and troubleshoot system problems. Plan and lead staff meetings. Review work performance, motivate staff, identify performance issues, and recommend solutions or disciplinary action with HR and the DriveTest Centre Manager when necessary. Regularly monitor accuracy, completeness, and timeliness of customer service and Driver Examiner activities. Ensure accurate compliance with all Business Management System (BMS) processes and procedures. Perform duties as Customer Service Agent and/or Driver Examiner as required. Competencies and Skills Leadership – 4 to 6 years of supervisory experience and the ability to provide motivational support. Communication – Clear oral and written communication to ensure employees understand how their work fits the organization’s goals. Teamwork – Cooperative working with others while providing leadership and guidance. Performance Management – Set goals, track progress, provide feedback, and address performance issues promptly. Multitasking and Prioritization – Work well under pressure, meet deadlines, maintain confidentiality, and collaborate with all levels of management, the client, and the public. Customer Service Focus – Listen to, understand, and anticipate customer needs and prioritize satisfaction. Stress Management – Function effectively under pressure while maintaining self‑control. Technical Expertise – Demonstrate depth of knowledge in relevant technical areas. Personal Attributes Innovative, creative, and agile. Proactively identifies issues and opportunities, focusing on solutions to drive results. Manages effective and sustainable teams of direct reports. Highly accountable and motivated with a strong work ethic. Health & Safety Maintain a safe, healthy, and sustainable working environment at the DriveTest Centre, observing compliance with OHSA section 27. Ensure employees comply with H&S rules and regulations. Schedule and chair staff meetings to update on health, safety, and environmental strategies and encourage staff participation in improvements. Other / Projects May participate in special projects as assigned. Qualifications High level knowledge of CSA and DE duties, including basic CSA transactions and the ability to conduct G1, G2 road tests and other road tests (M1, M2, A, B, C, D, E, F, Z) is an asset. Combined educational and/or leadership experience to efficiently supervise several employees preferred. 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 one or more DriveTest Centres and provide expert advice to staff and the public. Proficient computer skills in a Microsoft Windows environment, including Outlook, Word, and Excel. Capability to mult​itask, work under pressure, prioritize workload, meet deadlines, maintain confidentiality, and collaborate with all levels of management, the client, and the public. Willingness and ability to continuously improve skills. Position 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. Extended shift hours and possible Saturday hours during high volume periods may be required. Company Overview Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact across 100+ sites in defense, citizen services, and transportation. We serve the U.S. military, federal agencies, the Canadian government, and local governments, among others. We invite applicants to discover a place where every contribution matters. Pay Transparency Competitive base pay, performance‑based incentives, and benefits promote well‑being and work‑life balance. Salary ranges vary by contract type, location, hire date, and collective bargaining agreements. For more information, visit Serco benefits. Serco complies with all applicable federal, provincial, and local leave laws. This is a Canada‑based role and the position is available unless otherwise indicated. Apply exclusively through Serco’s career site. Equal Opportunity Serco Canada Inc. is an equal opportunity employer committed to inclusive, barrier‑free recruitment and selection processes. We welcome applicants of all backgrounds and accommodate applicants throughout the hiring process. Candidates selected for interviews will be contacted; all others will not receive further communication. #J-18808-Ljbffr