JOB INFORMATION
Requisition ID: 4332
Number of Vacancies: 1
Department: Wheel-Trans Operations (20000018) - Reservations (30000375)
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: August 18, 2021
Last Day to Apply: August 24, 2021
Reports to: Assistant Manager, Customer Service
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.