Supervisor, Service Delivery

**Job Description**:
**JOB TITLE**:Supervisor, Service Delivery

**DEPARTMENT**:Transit

**POSTING NUMBER**:106457, 106458, 106459

**NUMBER OF POSITIONS**:3
**JOB STATUS & DURATION**:Full Time Permanent

**HOURS OF WORK**:40 hour workweek / shift work / variable hours

**LOCATION**:Hybrid Model*- when working onsite, you will report to the location of Transit Sandalwood.

**SALARY GRADE**:5 (under review)

**STARTING SALARY**:$86,091.00 per annum

**JOB TYPE**:Union

**POSTING DATE**:January 23, 2025

**CLOSING DATE: February** **6, 2025**

**POSITION DUTIES**:
**AREA OF RESPONSIBILITY**:
Reporting to the Senior Supervisor, Operations, provides service delivery front line supervision of Transit Operators, Control Room, Dispatch, Passenger Relations including Safety & Security, On Road, and Transit Terminals.

As part of a team ensure that the Brampton municipal transit service is operating in a safe, efficient and effective manner on a daily basis. Effectively utilizes all resources to ensure on time performance of advertised transit service is delivered to the public with mínimal service interruptions. Ensures positive interaction with the public and staff. Daily supervision and management of operators and buses, communication with senior transit management, scheduling, maintenance, facilities, administration and the customer service issues. Services such as Peel Regional Police, Fire, Ambulance, and community agencies are networked with on a regular basis.

**Centralized Services.** This role is accountable to provide full operational coverage within these four key functional areas:

- Control Centre (CC)
- Report & Allocation (RA)
- On Road Supervision (ORS)
- Transit Terminals (TT)

**Functional Responsibilities**:

- Supervision of daily scheduling to ensure that service levels are maintained 24 hours per day, 7 days per week, and 365 days per year. This includes the assignment and tracking of Operator overtime to cover any open pieces of work.
- Use transit-specific software (Hastus) to complete changes to operator schedules and prepare daily reports and route sheets in consideration of cost and resource efficiency; and in compliance with the Employment Standards Act and the Collective Agreement.
- Responsible for the allocation and effective utilization of crewed and fixed spare board operators.
- Ensure all operators have all necessary equipment and it is in proper working order
- Advise operators of route changes and assists operators and passengers in emergency situations.
- Liaise with the maintenance department to ensure that buses are safe, clean and operational to provide an efficient service.
- Implement adjustments to the service to maintain the proficiency of the service throughout the operating day
- Provide supervision, coaching and evaluates operation and driving practices of bus operators and provides feedback to ensure proper standards of performance are maintained.
- Respond to public inquiries regarding policy, routes, schedules, service delays, etc.
- Investigate and report workplace incidents and injuries/illnesses including providing possible causes and recommend correction action to mitigate future occurrences and risks.
- Investigate incidents and collisions involving the public.
- Investigates and responds to public complaints and disputes. Identifies trends and hot spots and makes recommendations to correct the issue(s). Conducts on-site investigations as required.
- Accurately monitor and track status of all vehicles and coordinate bus maintenance / change offs as required.
- Monitor radio communications to ensure continuity of service and assist operators with matters related to route operations, fare collection, transfers and customer service
- Complete and distribute various records, statistics and reports on a daily basis
- Ensure effective communication between Transit Operations Control Centre, the Transit Call Centre, and the Corporate Security Control Centre.
- Liaise with Peel Regional Police, Peel Emergency Medical Services, Brampton Fire and Emergency Services, Animal Control, and other third party agencies as required.
- Assumes driving duties when necessary to maintain service levels.
- Responsible to provide training to newly hired Supervisors.
- Proficiently carries out all Report & Allocation functions, including (but not limited to): assessment for Fitness for Duty, booking on/off Operators, Relief Board Bidding, tracking and issuing vehicle assignments (buses and taxi’s), and accurately completes Employee Conduct Reports for any violations of the Rules & Regulations by Operators
- Proficiently carries out all Control Centre functions, including (but not limited to): providing timely service updates based on any system issues, provides immediate response to Operator Emergency Alarms, en route Operator book offs, monitoring for late departures/early arrivals and addressing any service issues, coordinate safety & security requests and lost and found reports.
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