City of Edmonton Looking for Control Centre Superintendent at Edmonton, AB Full Time

Reporting to the Manager, Operational Support, you will manage a diverse group of Inspectors and unionized Transit Security Dispatchers in a unified control centre and a mobile setting, employed in the delivery and service management of transit services in a 24/7 shift structure environment.

You will provide leadership, coaching, counselling and support to ensure the safe and effective delivery of transit services to the citizens of the City of Edmonton.

Your success will be measured by your ability to effectively manage the on time delivery of service, positive customer satisfaction survey results, and ability to lead a thriving team.

With a focus on the City of Edmonton’s Cultural Commitments to be Safe, Helpful, Accountable, Integrated and Excellent, you will:

Design, develop and implement work processes, monitor/manage projects and establish related performance standards

Coordinate service-related notifications, including determining levels of escalation to senior management, as well as communicating throughout the organization (City of Edmonton)

Ensure Controllers are monitoring on-street service in a proactive manner to create service efficiencies and active service management of the transit fleet and ensure calls for service are handled in a cost-effective and timely manner

Manage a team of unionized and management employees including hiring, onboarding, performance management, training, coordinating assignments, workloads, managing attendance, etc.

Assign shifts, vacation to the Inspectors and Transit Security Dispatchers, resolve conflicts, lead service and workplace investigations to ensure compliance with Edmonton Transit Service performance standards, service standards, applicable collective agreements, City policies, directives and procedures, as well as legislative requirements as it relates to special or civic events

Supervise Transit Security Dispatchers to ensure calls for service support are performed in an effective and timely manner

Provide technical expertise on communication and security systems while advising on implementing future technologies

Manage, mentor and motivate Inspectors and Transit Security Dispatchers to maximize Control Room effectiveness, including performance management and professional development

Review current policies and procedures, and identify key processes to develop new and improve existing processes

Respond, investigate and assign all customer service complaints

Review, implement and manage an Emergency Response Plan for the Control Centre

Collect, analyze and review operational data to identify potential service related issues to assist in planning for future contingencies

Qualifications :
Bachelor’s Degree or Diploma in Communications, Business Administration, Arts, Public Administration, Investigative Studies or other related fields of education, supplemented with training in management and leadership practices. An equivalent combination of training and experience may be considered

3 years of related work experience, including: working as a supervisor in a unionized environment managing a team, conducting workplace investigations, working with collective agreements and human resources policies and processes, managing operational service deployment in emergency situations, including escalation processes, and working in a 24/7 transit operational environment, including experience in service management and the management of on-time performance, resource deployment and service reliability, is required

Extensive knowledge of safe maintenance operations and practices pertaining to an Urban Transit environment

Expertise in managing long-term change and easily adapting to changing priorities

Must have, or be able to obtain prior to beginning work as a Superintendent, Standard First Aid, CPR and AED training

Conversant with CRTC standards

Experience with communication and fleet management information systems with proficiency in Gmail, Google Docs,

Knowledge of Transit Master, CCTV systems and CAD (Computer-aided dispatch)will be considered an asset

Demonstrated supervisory and management experience

Demonstrated proficiency in verbal and written communication

Demonstrated organizational abilities and the ability to deal with emergent situations, as well as diverse segments of the population which Edmonton Transit services

Strong leadership, interpersonal and conflict resolution skills to unify different employee groups and manage a cohesive control team

Analytical skills to plan and carry through to conclusion activities of a complex nature

Successful applicants must be willing to work a variety of shifts, evenings, weekends and holidays

Hire is dependent upon a Police Information Check satisfactory to the City of Edmonton

Management and Out-of-Scope positions at the City of Edmonton are being reviewed for possible inclusion in the Civic Service Union 52 bargaining unit. If this position is impacted, the incumbent will be notified accordingly.

The City of Edmonton is committed to inclusive, respectful and equitable workplaces that represent the communities we serve. We continuously improve our systems, policies and practices to remove barriers and ensure our employees, in all their diversity, can succeed. We value applicants with a diverse range of skills, experiences and competencies, and encourage you to apply. To learn more, see the Art of Inclusion: Our Diversity and Inclusion Framework here:https://bit.ly/3hd2d95

The City of Edmonton strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact [email protected].

COVID-19 Notice: The City of Edmonton has implemented a COVID-19 Vaccination Policy. Employees must be fully vaccinated against COVID-19 and provide proof of vaccination. Employees who cannot be fully vaccinated on the basis of a protected legal ground (e.g. medical, religious) may request an exemption. Please note that this policy applies to all employees, including new hires, and volunteers. If your application is successful, you will be asked to provide proof of vaccination or request an exemption.

For more information, please refer to our COVID-19 Vaccination Policy (bit.ly/3lKwb6j) and COVID-19 Vaccination Procedure (bit.ly/39BICMt).

Up to 1 permanent, full-time position

Hours of Work: 36.9 hours per week; 24/7 various shifts

Salary: $69,404 – 99,149 (Annually)

Talent Acquisition Consultant: AO/MZ

Classification Title : ML1 – Motor Transport

Posting Date : Jan 17, 2022

Closing Date : Jan 24, 2022 11:59:00 PM (MST)

Number of Openings (up to) : 1 – Permanent Full-time

Union : Management

Department : Edmonton Transit Service

Work Location(s) :
ETS Control Center, Churchill LRT Station, 99 St 102A Ave

T5J 0G4