Route Supervisor

About Our Organization:

- When you join the City of Guelph, you join a team of 2000 full and part-time employees who deliver services the community relies on every day. Together, we are bringing to life Guelph’s vision of an inclusive, connected, and prosperous city where we look after each other and our environment.

As a regional top employer, the City of Guelph values its employees and offers competitive salaries, excellent benefit packages, opportunities for professional development, a healthy work-life balance, and many roles with flexible work options. Our corporate values are integrity, service, inclusion, wellness, and learning. Guelph is consistently ranked as one of the best places in Canada to live, work, and play—all good reasons to consider a career in this beautiful city.

Job Summary:
**Hours of work**:

- 35 hours per week based on a 24/7 rotational shift schedule including holidays and weekends.

**Your role**:

- 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 consistent with the commitments of the City’s Leadership Charter, 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**:

- Experience with a CAD/AVL operations management system (Trapeze preferred).
- 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.
- Strong analytical and organizational skills with the ability to manage multiple assignments in order to meet deadlines in a very demanding customer service focus environment.
- Excellent communications skills (both oral and written) with the 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.
- 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.

**Rate**:

- $69,600.00 - $87,000.00

**How to apply**:
The City of Guelph is an equal opportunity employer that values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.