Supervisor, Transit Customer Service

Supervisor, Transit Customer Service

**Job Number**:2273

**Job Type**: Full-Time
**Location**: 105 King St E - GRT Customer Service Centre
**Job Category**: Transportation
**Number of Positions**:1
**Department**: Transit Customer Service
**Division**: Transportation Services
**Hours of Work**: 35
**Union**: Management/Management Support
**Grade**: Management/Management Support Grade 04
**Salary Range**: $76,694.80 - $95,859.40 annually

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we focus on equity, inclusion, and sustainability. Our mission is to provide essential services that enhance the quality of life for all residents, while our core values emphasize caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

Dish with One Spoon Wampum:

- Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Recognizing our shared humanity and land
- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core values, and reinforces our dedication to meaningful reconciliation and equity.

**The Role**-
**Duties/Responsibilities**
- Supervises the delivery of effective in-person customer service. Provides leadership to staff including responding to customer inquiries and issues and the customer experience service philosophy and standards.
- Ensures staffing schedule/coverage to meet operations, including hiring, calling out for replacement staff, and approving overtime and staffing schedule.
- Ensures resource requirements are in place, secure, and maintained for day-to-day operations (e.g., facilities, program information, safe contents, coin orders, point of sale and systems). Coordinates for services with teams in Facilities Maintenance, Finance, and ITS, as well as contracted security and vendors.
- Reviews weekly revenue reports, coin orders.
- Supervises delivery and administration of fare programs, including invoicing (e.g., school, corporate, affordability/accessibility). Liaises with partners to coordinate processes.
- Supervises and contributes to the maintenance of the customer service and travel training case queues, ensuring service level agreements are met and customer issues are handled effectively.
- Supervises the maintenance of program information, including customer information. Manages fare card inventory, ordering and administration in partnership with the Marketing team.
- Supervises and supports the development of Operator AODA/customer sensitivity training.
- Applies the customer service delivery model to program practices and processes for consistent, accurate, prompt, and courteous customer experiences. Ensures accessible service in customer operations/service delivery, in compliance with standards and legislation.
- Assists to develop key performance indicators and tools to measure operational effectiveness. Meets with the team as a group and individually to share performance metrics and develop plans for areas of focus and improvement.
- Participates on working groups to identify opportunities and make recommendations to enhance customer service delivery including accessibility best practices, policies, and procedures.
- Responds to escalated customer issues. Consults with Assistant Manager regarding policies, procedures, politically sensitive issues, and situations adversely affecting the Region’s image.
- Backs up some of the duties of the Assistant Manager, as required.
- Performs related duties as required.

**Knowledge, Skills, and Abilities**
- Knowledge and skills are normally acquired through a related diploma/degree, plus progressively responsible related experience.
- Knowledge and skill in customer service management.
- Knowledge of and ability to comply with corporate policies, procedures, collective agreements, and legislation (e.g., privacy, AODA, health and safety, human rights).
- Ability to keep current with transit business.
- Problem solving skills to respond to daily operational issues. Ability to monitor and assess efficiency and effectiveness of customer service, and make recommendations for service enhancement.
- Leadership, human relations, and communication skills to supervise, develop, train, motivate, and support staff; respond to complaints, inquiries, and requests, sometimes involving politically sensitive issues; and participate as an effective team member.
- Ability to read and understand forms, medical information, correspondence, policies, procedures, transit information, and accessibility plans. Ability to write clear, concise correspondence, reports, resources, and procedures.
- Ability to participate in an official standby/on-