Supervisor, Reservations - Toronto, Canada - Toronto Transit Commission

Toronto Transit Commission

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB INFORMATION

Requisition ID: 7638

Number of Vacancies: 1

Department:
Wheel-Trans Operations Reservations

Salary Information:
$91, $114,566.40

Pay Scale Group: 8SA

Employment Type:

Temporary until December 31, 2024

Weekly Hours: 40

Off Days:
Friday and Saturday

Shift:
Various

Posted On:
May 11, 2023

Last Day to Apply:
May 17, 2023

Reports to:
Assistant Manager, Customer Service

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 daytoday service performance to ensure targets are met with respect to (call handle time, call abandonment levels, staffing hours, etc.)
Managing external contracts to ensure service levels and contract terms are met.
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.
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 serviceprovider and an employer.

Skills:

Communicate in a variety of mediums

Education and Experience:

Completion of a postsecondary 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.

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.
Ability to recommend, develop, implement and evaluate shortterm and longterm 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 an