Deputy Supervisor

Position Description:
If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada. You will be part of a professional team which supports operations at all DriveTest Centers across Ontario on behalf of the Ministry of Transportation. Bring your expertise and customer service skills to this unique opportunity with DES - Driver Examination Services.

We are looking for dedicated individuals who desire to grow within Serco Canada and further develop their leadership skills while assisting with the management of selected DriveTest Centers. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal skills, creative problem-solving abilities, are dedicated to achieving goals and are eager to learn and invest in personal development.
- This is a “term” position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of six (6) months with the possibility of an extension.

**Purpose of the Job**:

- Assist with directing front-line employees on daily/weekly activities in the DTC (DriveTest Centre), to meet section service delivery objectives.
- Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System etc.
- Support the other Supervisors and DTC team to achieve targets and meet the Project Agreement expectations including KPI’s.

**Primary Duties and Responsibilities**:
**Management and Supervision**:

- Support the leadership of a DriveTest Centre team including all Customer Service and Driver Examiner activities.
- Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover for absences, providing technical assistance, answering questions, and resolving problems.
- Reviewing work performance and delivering performance data to employees, motivating staff to work more effectively, determining training needs to improve performance, initiating strategies to correct performance.
- 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.
- Assist Centre Supervisor with various administrative tasks such as facility check lists, scheduling, stock inventory and ordering, handbook reconciliation, etc. as required.
- Respond and Address customer concerns and issues in a professional and diplomatic manner within specified timelines.
- Perform duties of Customer Service Agent and/or Driver Examiner as required.

**Competencies and Skills**:

- ** Leadership **- 1 to 2 years of experience in a supervisory, acting supervisor or equivalent team leadership role.
- **Oral communication**: ability to express oneself clearly in conversations and interactions with others.
- ** Written communication**:ability to express oneself clearly in business writing.
- ** Fostering teamwork**:

- The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants.
- ** Maximizing performance**:

- The ability to assist with establishing performance/development goals, coaching performance, providing training, and evaluating performance.
- ** Customer Service Focus**:

- The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
- ** Thoroughness**:

- The ability to ensure that one's own work and other's work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
- ** Managing work** - The ability to identify priorities, manage time, effectively plan, and establish organized procedures to accomplish goals efficiently and effectively.
- ** Stress Management**:

- The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
- ** Personal credibility**:

- To be perceived as responsible, reliable, and trustworthy.

**Health & Safety**:

- Ensures the ongoing maintenance of safe, healthy, and sustainable working environment at a DriveTest Centre.
- Ensures employees are following the H&S rules and regulations.
- Assists with the scheduling and chairing of staff meetings to provide updates on the company’s overall health, safety, and environmental strategy, introduces new or revised policies and procedures and encourages staff participation in the development of improvements.

**This position is contingent upon your ability to**
**Pass Criminal Record Check (CPIC); Fingerprint Check.*