Toronto Transit Commission Looking for Supervisor, Reservations at Toronto, ON Full Time

JOB INFORMATION

Requisition ID: [[id]]

Number of Vacancies: 1

Department: [[division]] – [[department]]

Salary Information: $86,403.20 – $107,993.60

Pay Scale Group: 8SA

Employment Type: Regular

Weekly Hours: 40 Off Days: Thursday & Friday Shift: Various

Posted On: January 7, 2022

Last Day to Apply: January 14, 2022

Reports to: Assistant Manager, Customer Service

• If you previously applied during the posting period of August 18-24, 2021, no need to reapply as all applications will still be considered. Thank you.*

The Toronto Transit Commission (TTC) is North America’s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC’s vision is to be a transit system that makes Toronto proud. The TTC’s recruitment efforts are directly aligned to its mission of providing “a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.”

General Accountability

Reporting to the Assistant Manager – Customer Service, the position is responsible for the daily operation of the Reservations section. The section provides efficient and courteous service to the public. This position directly supervises staff, responsibilities including hiring, administering discipline, conducting performance evaluations, and ensuring quality and quantity of work. This position is also responsible for carrying out various administrative duties and special assignments for the section and the Department. Substitutes for the Assistant Manager – Customer Service during periods of absence.

Key Job Functions

Responsible for supervising the daily operations of Wheel-Trans Reservations Contact Centre, and assisting with Wheel-Trans Customer Service operations as required

Planning, development, implementation, and execution of marketing/information initiatives; market research data collection, analysis and recommendations to develop public affairs/communication plans for the Wheel-Trans operations

Responsible for hiring new staff; ensuring employees are properly trained; conducting performance evaluations, conducting performance appraisals, managing attendance, administering discipline as required, investigating and responding to union and customer complaints/grievance

Providing ongoing support and guidance to employees; identifying and investigating problems, and recommending changes to work methods, etc., implementing corrective action as required

Monitoring day-to-day service performance to ensure targets are met with respect to (call handle time, call abandonment levels, staffing hours, etc.);

Maintaining and compiling data and preparing reports related to key performance targets, goals and objectives, etc.; and assisting to establish goals and objectives, policies and procedures, and performance measures and standards

Carrying out various other duties and special projects as directed

Participating in the TTC Customer Service Ambassador Program

Providing efficient and courteous service to customers and general public

Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers and/or employees with disabilities are accommodated and/or addressed (within your area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service-provider and an employer

Candidate will be required to participate in the TTC’s Customer Service Ambassador Program

Skills

Interview and assess job candidates

Apply analytical skills

Apply the principles and practices of quality assurance

Communicate in a variety of mediums

Use office technology, software and applications

Understand and apply relevant laws and regulations

Understand and apply administrative policies, processes, and procedures

Education and Experience

Completion of a post-secondary degree or diploma, or the equivalent, in a relevant discipline (e.g. public relations, business administration, contact centre management), combined with several years of related experience; working with a unionized workforce is an asset.

Additional Requirements

Strong knowledge of current contact centre operations, customer service principles as well as communications principles, methods and practices;

Excellent interpersonal, communication and organizational skills, demonstrated initiative and problem solving skills, and the ability to prioritize work to meet established deadlines;

Demonstrated ability to effectively supervise, direct and motivate unionized staff in a high volume work environment

Ability to identify and monitor key operational statistics for reporting trends, variances and problematic situations

Proficient in the use of a personal computer and software applications related to the work (e.g. Word, Excel, Outlook, etc.)

Ability to recommend, develop, implement and evaluate short-term and long-term business objectives as well as administrative and operational procedures for the Reservations & Customer Service function, and to monitor performance levels

Skilled in interpersonal relations, especially during high demand and stressful periods

Must have or develop a strong working knowledge of Wheel-Trans Reservations & Customer Service operations, job related systems and equipment; and operations procedures, policies, rules and regulations, keeping abreast of new procedures and developments

have or acquire a thorough knowledge of the TTC’s policies, practices, programs and procedures applicable to the Customer Services function

Familiarity with the TTC’s budget process

Have or acquire a strong working knowledge of the operation and/or use of systems and equipment for the section

Have or develop a thorough knowledge of the Department/Commission policies and procedures, and the Local 113, ATU Collective Agreement, Seniority Regulations, Vacation Regulations, etc., applicable to areas of responsibility

Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

This position is designated safety-sensitive, specified management or designated executive under the TTC’s Fitness for Duty Policy. If you do not currently hold a designated position, you will be required to pass a drug test as part of the certification process.

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with TTC’s Mandatory Vaccination Policy

We thank all applicants for their interest but advise only those selected for an interview will be contacted.