Supervisor, Service Delivery

at  City of Brampton

Job Description:
JOB TITLE: Supervisor, Service Delivery
DEPARTMENT: Transit

EDUCATION:

• Grade 12 education or equivalent is required;

EXPERIENCE:

• Minimum 2 years experience within public transit as operator, or management or dispatch operation is required.

OTHER SKILLS AND ASSETS:

• Must possess a valid class G driver’s license and have the ability to obtain Ontario Driver’s License class “CZ”.
• Post secondary courses in human relations, communications and labour relations is an asset.
• Minimum 3 years supervisory level experience is an asset.
• Ability to use MicroSoft Word and Excel at an intermediate level is an asset.
• Excellent oral and written communication and customer service skills.
  LI-AV
  **Various tests and/or exams may be administered as part of the selection criteria.
  Interview: Our recruitment process may be completed with video conference technology.
  Applicants who do not meet the educational requirements but have direct related experience may be considered.
  As part of the corporation’s Modernizing Job Evaluation project, this position will undergo an evaluation which may result in a change to the rate of compensation. Any changes affecting this position will be communicated as information becomes available. *Our Hybrid Model is subject to change.
  If this opportunity matches your interest and experience, please apply online by clicking the button above quoting reference #106457 by February 6, 2025 and complete the attached questionnaire. We thank all applicants; however, only those selected for an interview will be contacted. The successful candidate(s) will be required, as a condition of employment, to execute a written employment agreement. A criminal record search will be required of the successful candidate to verify the absence of a criminal record for which a pardon has not been granted.
  As part of the application process, applicants will be invited to complete a self-identification survey. The survey is voluntary. Participation in the survey will have no impact on hiring decisions. Should you wish to opt out of completing the survey, please select “prefer not to answer” as a response to each question. All information collected is confidential and will not be shared with the hiring manager. The surveys will be anonymized and will be kept separate from applicant or employee files, such that the individuals who completed the surveys will not be identifiable. The results of the survey will assist in the analysis of disaggregated metrics for organizational planning purposes and our commitment to advance and foster diversity, equity, and inclusion. The City may use anonymized data to produce aggregate reports for internal or external use.
  Please be advised, the City of Brampton uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition.
  If you would like to request content in an alternate format, please contact the Accessibility office by submitting a new Alternate Format Request.
  The City is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If you require any accommodations at any point during the application and hiring process, please contact TalentAcquisition@brampton.ca or 905.874.2150 with your accommodation needs, quoting the job opening ID#, job title. Any information received relating to accommodation will be addressed confidentially

FUNCTIONAL RESPONSIBILITIES:

• Supervision of daily scheduling to ensure that service levels are maintained 24 hours per day, 7 days per week, and 365 days per year. This includes the assignment and tracking of Operator overtime to cover any open pieces of work.
• Use transit-specific software (Hastus) to complete changes to operator schedules and prepare daily reports and route sheets in consideration of cost and resource efficiency; and in compliance with the Employment Standards Act and the Collective Agreement.
• Responsible for the allocation and effective utilization of crewed and fixed spare board operators.
• Ensure all operators have all necessary equipment and it is in proper working order
• Advise operators of route changes and assists operators and passengers in emergency situations.
• Liaise with the maintenance department to ensure that buses are safe, clean and operational to provide an efficient service.
• Implement adjustments to the service to maintain the proficiency of the service throughout the operating day
• Provide supervision, coaching and evaluates operation and driving practices of bus operators and provides feedback to ensure proper standards of performance are maintained.
• Respond to public inquiries regarding policy, routes, schedules, service delays, etc.
• Investigate and report workplace incidents and injuries/illnesses including providing possible causes and recommend correction action to mitigate future occurrences and risks.
• Investigate incidents and collisions involving the public.
• Investigates and responds to public complaints and disputes. Identifies trends and hot spots and makes recommendations to correct the issue(s). Conducts on-site investigations as required.
• Accurately monitor and track status of all vehicles and coordinate bus maintenance / change offs as required.
• Monitor radio communications to ensure continuity of service and assist operators with matters related to route operations, fare collection, transfers and customer service
• Complete and distribute various records, statistics and reports on a daily basis
• Ensure effective communication between Transit Operations Control Centre, the Transit Call Centre, and the Corporate Security Control Centre.
• Liaise with Peel Regional Police, Peel Emergency Medical Services, Brampton Fire and Emergency Services, Animal Control, and other third party agencies as required.
• Assumes driving duties when necessary to maintain service levels.
• Responsible to provide training to newly hired Supervisors.
• Proficiently carries out all Report & Allocation functions, including (but not limited to): assessment for Fitness for Duty, booking on/off Operators, Relief Board Bidding, tracking and issuing vehicle assignments (buses and taxi’s), and accurately completes Employee Conduct Reports for any violations of the Rules & Regulations by Operators
• Proficiently carries out all Control Centre functions, including (but not limited to): providing timely service updates based on any system issues, provides immediate response to Operator Emergency Alarms, en route Operator book offs, monitoring for late departures/early arrivals and addressing any service issues, coordinate safety & security requests and lost and found reports.
• Proficiently carries out all Terminal functions, including (but not limited to): providing front line customer service to passengers, and monitoring for safety (bus speed, proper use of cross walk, suspicious and/or unlawful activity, etc.).

Centralized Services. This role is accountable to provide full operational coverage within these four key functional areas:

• Control Centre (CC)
• Report & Allocation (RA)
• On Road Supervision (ORS)
• Transit Terminals (TT