Operations Supervisor

Role Description

This role is responsible for Daily coordination, Onboarding, Developing, Coaching, Mentoring, and Performance Management of all drivers and helpers. Establish and maintain positive relationships with all frontline employees. Spends much of the day in the field with frontline employees.

Core Functions

· Maintain effective communication with drivers, providing them with clear instructions, route details, and any relevant updates or changes throughout the day

· Ownership of driver training, JOHSC meetings, site inspections etc

· Assist in training and onboarding new drivers, ensuring they understand company policies, procedures, and route scheduling.

· Responsible for monitoring and maintaining technology programs, including maintenance, training and troubleshooting to ensure full compliance daily

· Efficiently collaborate and schedule with dispatch waste hauling vehicles and drivers to assign routes based on customer demands, route optimization, and available resources

· Monitor and track the progress of waste collection activities and product transit and delivery, ensuring adherence to scheduled times and resolving any issues or delays that may arise

· Conduct Root Cause Investigations for all injuries and incidents, ensuring consistent corrective action and retraining and documentation where necessary

· Provide timely and consistent touchpoints with frontline employees

· Monitor and update hauling route plans daily in CRO to maximize efficiency, minimize travel time, and optimize fuel consumption.

· Utilize multiple software systems to track and document collection activities and delivery, record customer information, generate reports on performance metrics and accurate billing to clients.

· Ensure operators are fully equipped with all items necessary to complete route activities such as keys, access codes, orientations, PPE, Etc.

1. Customer Issue Management

· Actively listen to customers, showing empathy and understanding, and providing appropriate solutions to their concerns or complaints

· Document customer interactions, issues, and resolutions accurately and thoroughly in the customer relationship management system or other designated platforms.

· Collaborate with internal teams, such as dispatch, operations, and billing, to investigate and resolve customer issues, ensuring effective communication and a seamless resolution process.

· Conduct thorough investigations to gather all necessary information related to customer complaints or service deficiencies, including reviewing service records, documentation, and other relevant data.

· Escalate complex or unresolved issues to appropriate management or departments, ensuring that urgent matters are prioritized and handled promptly.

· Follow up with customers to ensure that their issues have been resolved satisfactorily and provide any necessary additional assistance or clarification.

· Identify patterns or recurring issues in customer complaints or concerns and collaborate with relevant teams to implement preventive measures and process improvements.

· Maintain a deep understanding of company policies, procedures, and service offerings to provide accurate and up-to-date information to customers.

· Strive to exceed customer expectations by proactively addressing potential issues and providing recommendations for service enhancements or improvements.

· Continuously seek opportunities to enhance customer experience, suggesting and implementing initiatives to improve customer satisfaction and loyalty.

Additional Expectations

Actively participate in promoting and embodying Mission Island Group and Mission Environmental Services Group's core Values

· This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

· Reviews and audits documentation related to route operations daily (e.g., DVIRs, driver time and attendance, open tickets), following up where appropriate.

· Manage spending in accordance with departmental budget communicated by Manger of Operations

Job Requirements

· Minimum 3 years' logistics experience

· Communicate professionally through in-person, phone, email, and digital channels.

· Collaborate effectively with all team members.

· Strong interpersonal skills required.

· Excellent organizational skills and ability to prioritize tasks.

· Proven ability to multitask and work in a fast-paced and high-volume work environment.

· Respond to emails within 24 hours

· Actively participate in meetings

Job Type: Full-time

Pay: $70,000.00-$90,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Application question(s):

• This position is located in Nanaimo, BC and currently not on a bus route. Do you have the ability to commute daily?
• If you heard about this opportunity from a current employee, please note their name here so we can recognize and appreciate their efforts to help build our team.

Experience:

• Supervising: 1 year (required)

Work Location: In person