Sound Times Support Services jobs in Toronto, ON

Career Opportunity

Looking for a new and exciting opportunity in the Stations Department? We are looking for Duty Station Managers to join our team on a temporary basis!

What You Will Do

In this role you will support the management and guidance of supervisory staff and hourly rated employees and facilitate a positive experience for the customers through revenue purchases and process opportunities. Ensuring a safe, clean, efficient, comfortable and secure environment at Stations and overseeing the execution of service level agreements directly and/or through delegation to others. This position works on rotating shifts and off days, and may be required to work at various locations.

Other responsibilities include:

• Proactively manage all aspects of transit including operating equipment, services and staff to ensure customers enjoy a high quality of service at every touchpoint during transit.
• Lead and resolve emergency situations related to incidents at stations and ensure consistent safety of employees and customers. Coordinate with concerned emergency and security personnel at the incident site to mitigate risks.
• Assist the Supervisor with people leadership, resource management, training and performance management of staff. Work on improving relationship management and consequently improve levels of customer service.
• Assist the Supervisor in ensuring the executed Service Level Agreements are adhered to by all parties. Raise concerns with appropriate parties and follow up to ensure matters are fully addressed.
• Submit recommendations as well as assist in the development and implementation of new policies and strategies; schedules, service performance, regulations, signage, etc. to improve overall customer service.
• Act as liaison with the local community to understand concerns and issues. Liaise with outside agencies to coordinate activities during emergency situations and/or special events.
• Investigate and report any claim or occurrence that may lead to legal actions against TTC.
• Keep related Departmental Management (Transportation, Maintenance, Planning) abreast of on-going activities or unusual problems. Participate in regular operational meetings
• Co-ordinate new projects and special events, e.g. arranging plain clothes follow-ups.
• Perform administrative tasks such as running payroll, scheduling, etc.
• Promotes a respectful work and service environment that supports diversity, inclusion, and is free from harassment and discrimination. Helps to build an inclusive and accessible work and service environment for all employees and customers. Ensures the needs of employees and customers are accommodated in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and
• Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies
• Candidate will be required to participate in the TTC's Customer Service Ambassador Program.

What Skills Do You Bring?

What Qualifications Do You Bring?

• Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
• Strong understanding of business practices and procedures.
• Good understanding of safety legislation and procedures, as well as experience working in a safety critical environment.
• Demonstrated ability to effectively manage a group of employees in a customer focused setting.
• Experience in building relationships and working with a union.
• Knowledge of standards for customer service delivery and demonstrated ability to provide effective customer service.
• Sound knowledge of various relevant legislation, i.e.: Occupational Health and Safety Act, Human Rights Code, etc.
• Superior communication, influencing and interpersonal skills, verbally and in writing.
• Superior investigative and problem solving skills.
• Knowledge of HR policies and procedures and familiarity with various Collective Bargaining Agreement at the TTC.
• Strong supervisory and human relation skills.
• Experience in conducting investigations to determine root cause and analysis.
• Extensive and practical knowledge of computer based applications (i.e. Microsoft office).
• Must be subway qualified or possess the ability to become subway qualified.
• Possess a valid, non-probationary, class “G” or better in the Province of Ontario.
• Ability to become First Aid Certified.
• Knowledge of relevant station operating procedures and of station staff working practices and agreements is considered an asset.
• Ability to aquire knowledge of signal system and track switches.
• Must have or obtain Subway/SRT Rulebook Certification.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.