Route Supervisor

3 weeks ago

Guelph, Canada The City of Guelph Full time

Why Guelph:
**What we offer**
We offer competitive wages and comprehensive benefits to meet the needs of our diverse employees. Many of our positions offer:

- Paid vacation days, increasing with years of service
- Paid personal days;
- Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
- Extended health and dental benefits, including Health Care Spending Account;
- Employee and Family Assistance Program;
- Parental leave top up program;
- Learning and development opportunities including tuition assistance
- Employee recognition programs.

Position Overview:
**Key duties and responsibilities**
- Responsible for front line supervision of all daily operations related to the duties of a conventional and mobility operator and the AVL control room activities consistent with the Transit Services mandate, values, goals and strategies of the Corporation and the collective agreement.
- Provide coaching, training and counseling and oversight in the planning and implementation of service delivery operations.
- Provides visible and positive leadership to union and non-unionized staff, developing and fostering a work environment that is inclusive, respectful and motivating towards all employees.
- Effectively manages day-to-day labour relations issues.
- Provide hands-on Customer Service daily while meeting our customers’ expectation.
- Responds to and investigates all customer complaints and ensures appropriate follow-up with operators and customers.
- Ensures accurate ongoing records retention and confidential statistics on driver’s payroll information related to work hours, over time, absenteeism, lateness, service cancellations, delays/gaps, reasons for service disruptions and other operational information.
- To be available as a resource for all employees by being accessible at all times while on duty.
- Proactively manage service delivery to operate at peak efficiency of drivers and transit equipment related to all routes and schedules.
- Daily scheduling and adjusting of all open shifts.
- Assist in the development and initiation of Standard Operating Procedures and benchmarking and measurement of service delivery and quality of service expectations.
- Coordination on all daily issues while working with all management team members, including other Supervisors and managers and be an integral part of the Transit management team.
- Manage and process all information received from operators and employees on operational issues.
- Ensure compliance with all applicable federal and provincial regulations/legislation and City by-laws and the collective agreement.
- Attends and investigates all transit related issues, collisions and completes all required reports.
- Perform other related duties as assigned.

**Qualifications and requirements**
- Completion of a post-secondary degree, diploma or certificate
- Considerable experience in a transit or transportation setting.
- Experience in motivating, training, and supervising staff in a unionized, sensitive environment.
- Excellent customer service skills and multi-tasking with the ability to resolve customer inquiries/complaints in an effective manner.
- Excellent analytical and organizational skills with the ability to manage multiple assignments in order to meet deadlines in a very demanding customer service focus environment.
- Ability to communicate with all levels of staff, stakeholders and the general public.
- Intermediate skills in Microsoft Office (Word, Excel and Outlook Access).
- A team player with excellent leadership skills.
- Ability to analyze problems, identify alternatives and make recommendations in order to implement procedures and policies.
- Ability to maintain strict confidentiality.
- Knowledge of the Highway Traffic Act and the Occupational Health and Safety Act.
- Experience with a CAD/AVL operations management system such as Trapeze would be considered an asset.
- Shifts are a requirement of this position with the ability to work a variety of shifts that cover a 24-hour period 7 days per week including holidays.

**Hours of work**
35 hours per week based on a 24/7 rotational shift schedule including holidays and weekends.

**Pay/Salary**
Non Union Grade: 4: $73,085.92- $91,357.40

**How to apply

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