Transit Customer Service Supervisor jobs in Brampton, ON

Position Description & Qualifications

• Plan, organize and direct front-line employees on daily/weekly activities in the DTC, to meet Section service delivery objectives.
• Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System, PDR’s, etc.
• Responsible and accountable to meet the Project Agreement KPIs.

• Direct subordinate employees in performance of section tasks and responsibilities.
• Perform hands on work in support of section service delivery objectives.
• Accountable for performance management of subordinate employees, including authority to initiate corrective action in line with HR approval model.
• Accountable to ensure all assigned deliverables and other reports are completed accurately and on time.
• Accountable to ensure that standards for the accomplishment of short-term priorities are clearly articulated to staff and that resources are made available to achieve the standard.
• Communicate key business objectives to front-line staff.
• Visibly demonstrate Serco Values and work practices and ensure that all staff across the organization are practicing these Values daily.
• Other related duties relevant to this position as may be required.
• Other related duties relevant to this position as may be required
• Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.

• Ensure compliance with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, and quality.
• Responsible for the safety of all personnel, equipment, and facilities under the scope of this position, in accordance with Provincial, Serco and customer safety regulations and procedures.
• Accountable for the implementation of plans to drive for results in the areas of safety, compliance, service delivery and cost.
• Authority to stop work or service delivery for matters relating to H&S and regulatory compliance risks.

• Performs other tasks as assigned.

• Post-Secondary education in a related field or possess a relevant combination of education
• Possession of a valid Driver’s License i.e. A, B, M, Z, is preferred; if not, the ability to obtain all classes of licenses will be considered

• Five years’ experience in a leadership capacity
• Previous supervisory experience.
• Experience and understanding of contracts, SOW and labour agreements.
• Specific years required in specific roles or special knowledge
• Comprehensive understanding of concepts and principles within own discipline and knowledge of others.
• Ability to evaluate risk and related mitigation strategies.
• Communicates effectively – able to articulate ideas in a clear and persuasive manner.

• Excellent computer skills in MS Office suite.
• Strong project management skills with the ability to work on and track multiple projects simultaneously.
• Effective communication skills and ability to work cross functionally within the organization.
• Excellent collaborative leadership and organizational skills.
• Strong degree of integrity and judgment.
• Able to effectively delegate authority as required.
• Willing to take ownership for the outcomes of projects within scope of responsibility.
• Strong planning, coordination, execution and analytical skills.
• Proven ability to meet deadlines and changing priorities.

• Fostering Change - The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.
• Thoroughness - The ability to ensure that one's own work is complete and accurate. Proven track record of high performance and creating a positive and productive work environment.
• Decisiveness - The ability to make difficult decisions in a timely manner.
• Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
• Personal credibility - To be responsible, reliable, and trustworthy.

• Capability in applying and ensuring consistent Performance Management practices (Coaching, Feedback, Expectations, Corrective Action).
• Capability in working with Manager to ensure the overall development of direct reports.
• Solid decision-making skills.
• Team building aptitude, focus on productivity and collaboration.
• Solid communication skills to appeal to broad audiences including managerial, direct reports, and cross-functional relationships.
• Capability to influence others internally and externally, including senior leaders.
• Presents with impact. This includes skillfully facilitating discussions and confidently expressing ideas and insights when appropriate.
• Capability to exchange ideas and information effectively using tact and diplomacy when dealing with others.

• Innovative, creative and agile.
• Anticipates issues and opportunities and proactively responds.
• Focuses on solutions; drives results; contributes ideas that will inform and support Manager with making tough decisions in ambiguous situations.
• Maintains effective and sustainable teams of direct reports.
• Highly accountable and motivated with a strong work ethic.

• Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2-4 hrs/day
• Physical: Activities are low intensity, less than 2 hrs/day

• Little exposure to disagreeable elements
• Minor risk of injury, harm or illness

Company Overview

Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: careers@serco-na.com.