Position Summary
The Call Centre Supervisor (Team Leader) is responsible for leading the day-to-day operations of the DARTS Call Centre, ensuring high-quality customer service while supporting and developing a team of Call Centre Agents. This role oversees scheduling, performance management, coaching, operational efficiency, and service delivery to ensure passengers receive exceptional service.
The Call Centre Supervisor reports directly to the Operations Manager and works closely with other departments to support daily transit operations.
Key Responsibilities
- Recruit, onboard, train, coach, and mentor Call Centre employees to support their ongoing development and success.
- Provide regular performance coaching, conduct performance reviews, and address attendance or performance concerns as required.
- Develop and maintain staff schedules, administer shift assignments, and ensure appropriate staffing levels to meet operational demands.
- Monitor daily call centre activity to ensure service standards, response times, and quality expectations are consistently achieved.
- Review operational data, call metrics, and workforce trends to identify opportunities for service improvements and increased efficiency.
- Lead the daily activities of the Call Centre team while fostering a respectful, collaborative, and positive workplace culture.
- Work collaboratively with Operations, Dispatch, Scheduling, and other departments to resolve service issues and support organizational objectives.
- Assist staff with complex customer inquiries, service disruptions, and operational challenges.
- Support the implementation and use of operational technology by troubleshooting issues and escalating concerns when necessary.
- Ensure compliance with organizational policies, collective agreement provisions, and applicable legislation.
- Perform other related duties as assigned.
Qualifications & Experience
- Minimum of three (3) years of supervisory or leadership experience, preferably within a unionized workplace.
- Minimum of three (3) years of experience in dispatch, scheduling, call centre operations, or transportation services. Experience in accessible transit, public transit, taxi, school bus, or similar environments is considered an asset.
- Strong knowledge of the City of Hamilton and surrounding communities.
- Proficiency with Microsoft Office (Word, Excel, Outlook, and PowerPoint) and the ability to quickly learn new software applications.
- Excellent organizational, analytical, and decision-making skills with the ability to manage multiple priorities simultaneously.
- Strong interpersonal, leadership, and conflict resolution skills.
- Excellent verbal and written communication skills with a strong customer service focus.
- Ability to work independently while contributing effectively within a collaborative management team.
Preferred Qualifications
- Experience managing staff in a fast-paced customer service or transit environment.
- Knowledge of workforce scheduling, performance metrics, and service quality monitoring.
- Experience using dispatching or transportation management software is an asset.
Pay: $75,000.00 per year
Benefits:
- Company events
- Company pension
- Extended health care
- Life insurance
- On-site parking
- Vision care
- Wellness program
Work Location: In person
