Team Lead, Transit Support Centre

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.
As the Team Lead, Transit Support Centre you will lead the operations of the 24/7 Calgary Transit Support Centre by supporting staff who support public safety, real-time customer information, web development and maintenance. Primary duties include:
- Supervise exempt and ATU staff including managing priorities and workflow, coaching and training and managing performance.
- Maintain and improve customer information systems and processes (i.e., customer relations management system and Calgary Transit¿s website).
- Create and measure metrics and reporting systems that relate to providing real-time customer information.
- Develop and implement continuous improvements to systems and processes that impact operations such as digital customer information.
- Oversee Closed-Circuit Television (CCTV) monitoring, answering of Light Rail Transit (LRT) station help phones, social media activity, communication with internal and external partners (i.e., Peace Officer, Emergency Medical Services, Calgary Police) and the development and implementation of safety response protocols.
- Conduct strategic planning related to the ongoing operations of the call centre, considering overall performance, customer needs and organizational directions.
- Develop and implement policies, procedures and guidelines relating to all call centre operations.
- Research best practises and identify new technologies and trends.

**Qualifications**
- A completed 1-year certificate in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 10 years of transit leadership experience; OR
- A completed 2-year diploma in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 5 years of transit leadership experience; OR
- A degree in in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 3 years of transit leadership experience.
- Equivalent combinations of experience and education may be considered.
- A valid Class 5 Driver's License (or provincial equivalent), with no more than 6 demerits and no current suspensions or charges pending OR a valid Graduated Driver's License (GDL) with no more than 4 demerits and no current suspensions or charges pending.
- Ability to obtain a City of Calgary operator's permit.
- Training in Incident Command Systems (ICS100, ICS200, ICS300, or ICS400) is an asset.
- Ability to supervise staff, make timely decisions in a fast-paced environment and react appropriately to urgent and emergency situations.
- The successful applicant will have strong analytical, research, customer service and communication skills.

**Pre-employment Requirements**
- A security clearance will be conducted.
- Successful applicants must provide proof of qualifications.
- Union: Exempt
Business Unit: Calgary Transit

Position Type: 1 Permanent
Location: 1417C 33 Street SW

Compensation: Level M1 $113,400 - 141,700 per annum
Days of Work: This position works a 5 day
- work week earning 1 day off in a 3 week cycle.
- Some evening, weekend and holiday work
- may be required.
- Hours of work: Standard 35 hour work week

Audience: Internal/External
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Job ID #: 312699