Why Guelph:

• Paid vacation days, increasing with years of service
• Paid personal days;
• Defined benefit pension plan with OMERS, including 100-per-cent employer matching;
• Extended health and dental benefits, including Health Care Spending Account;
• Employee and Family Assistance Program;
• Parental leave top up program;
• Learning and development opportunities including tuition assistance
• Employee recognition programs.

Position Overview:

• 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, 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.
• To effectively manage the AVL control room activities including the use of the Transit-Master radio communications system, Trapeze applications, CAD /AVL system and all associated components.
• 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.

• Completion of a post-secondary degree, diploma or certificate
• Considerable experience in a transit or transportation setting.
• Experience in motivating, training, and supervising staff in a unionized, sensitive environment.
• A valid Class BZ drivers licence with a good driving record. Successful candidates will be required to provide a current driver’s abstract and CVOR prior to their start date to confirm their licence is held in good standing and that it has not been suspended or revoked under the Highway Traffic Act (HTA) or Criminal Code of Canada in the last 5 years. The City of Guelph will take into consideration the number of demerit points and/or nature of the infractions to determine if it meets our requirements.
• Excellent customer service skills and multi-tasking with the ability to resolve customer inquiries/complaints in an effective manner.
• Excellent analytical and organizational skills with the ability to manage multiple assignments in order to meet deadlines in a very demanding customer service focus environment.
• 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.
• Experience with a CAD/AVL operations management system such as Trapeze would be considered an asset.
• 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.
• Candidates with equivalent combination of education and experience may be considered.