Center Supervisor- FT-Perm-Brampton

Responsibilities

• Plan, organize, and direct front‑line employees on daily/weekly activities in the DTC to meet section service delivery objectives.
• Ensure compliance with Serco Canada Inc. policies and procedures, including MTO Standards, Code of Conduct and Ethics, Serco Management System, and PDRs.
• Responsible for meeting the Project Agreement KPIs at the DEC level.
• Lead a DriveTest Centre office, encompassing all customer service and Driver Examiner activities.
• Coordinate workflow within the DriveTest Centre, distributing work, disseminating information, assigning staff to cover absences, providing technical assistance, answering questions, and resolving problems.
• Serve as liaison between the DriveTest Centre, other offices, and outside agencies for the distribution and collection of information to resolve operational issues.
• Educate staff in the use of the LCS system, introduce new versions and functions, and troubleshoot system problems as they arise.
• Plan and lead staff meetings.
• Review work performance, motivate staff, identify and resolve performance problems, determine training needs, initiate informal measures to correct misconduct or recommend formal discipline with the assistance of Human Resources and the DriveTest Centre Manager when necessary.
• Regularly monitor the accuracy, completeness, and timeliness of customer service and Driver Examiner activities within the area of responsibility.
• Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
• Perform duties of Customer Service Agent and/or Driver Examiner as required.

Competencies and Skills

• Leadership – 4 to 6 years of supervisory experience and the ability to establish focus and provide motivational support.
• Communication – Communicate to ensure employees understand how their work relates to the organization’s Balanced Score Card Approach; acknowledge, recognize, and reward employees for their achievements; express oneself clearly in conversations and written business writing.
• Fostering teamwork – Work cooperatively with others while providing leadership and guidance to ensure team success.
• Managing performance – Take responsibility for one’s own or area performance by setting clear goals, tracking progress, providing feedback, and addressing performance issues promptly. Ability to multitask, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work with all levels of management, the client, and the public.
• Maximizing performance – Assist with establishing performance/development goals, coach performance, provide training, and evaluate performance.
• Empowerment – Allow employees the freedom to decide how they will achieve their goals and resolve issues, convey confidence in their ability, and delegate significant authority and responsibility.
• Customer Service Focus – Listen to and understand the customer, anticipate customer needs, and prioritize customer satisfaction.
• Thoroughness – Ensure that one’s own work and others’ work are complete and accurate; proven track record of high performance and a positive, productive work environment in previous roles.
• Managing work – Identify priorities, manage time, and plan and establish organized procedures to accomplish goals efficiently and effectively.
• Decisiveness – Make difficult decisions in a timely manner.
• Stress Management – Function effectively under pressure and maintain self‑control in challenging situations.
• Personal credibility – Be perceived as responsible, reliable, and trustworthy.
• Managing change – Demonstrate support for organizational changes, initiate, sponsor, and implement change, and help others manage change.
• Technical expertise – Demonstrate depth of knowledge and skill in a technical area.

Qualifications

• High level knowledge of CSA and DE duties, including the ability to perform basic CSA transactions, conduct G1 and G2 road tests, and/or obtain certification. Ability to perform other road tests (M1, M2, A, B, C, D, E, F, and Z) is an asset.
• Combined educational and/or leadership experience to efficiently supervise several employees is preferred.
• Minimum of two years’ experience in a Customer Service Agent and/or Driver Examiner position.
• Excellent knowledge of the Graduated Licensing System, related legislation, regulations, government, and company policies to effectively supervise one or more DriveTest Centres in an assigned area; provide expert information and advice to staff and the public.
• Good computer skills in a Microsoft Windows environment, including Outlook, Word, and Excel.
• Ability to multitask, work well under pressure, prioritize workload, meet deadlines, maintain confidentiality, and work well with all levels of management, the client, and the public.
• Willingness and ability to continuously improve upon and upgrade skill set.
• Contingent upon successful Criminal Record Check (CPIC) and Fingerprint Criminal Record Check.
• Employee hours may vary based on customer demand and location operating hours.
• This position may require extended shift hours and possibly Saturday hours during peak periods of the year.

Health & Safety

• Ensure ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre, including travel points, while observing compliance with management responsibilities and legislation as per section 27 of the OHSA.
• Ensure employees comply with H&S rules and regulations.
• Assist with scheduling and chairing staff meetings to provide updates on the company’s overall health, safety, and environmental strategy, introduce new or revised policies and procedures, and encourage staff participation in improvement initiatives.

Other Projects

• May participate in Special Projects as assigned.

Benefits

This position may be eligible for performance‑based incentives and benefits that promote well‑being and work‑life balance. Salary range is provided as a general guideline; the actual base salary will be determined by factors such as role scope, relevant experience, job‑related knowledge, education, training, key skills, and geographic market considerations. Salary range may vary by province. In addition to base salary, eligible positions may receive other forms of compensation such as annual bonuses or long‑term incentive opportunities.

Employee hours vary based on customer demand and location operating hours. This position may require extended shift hours and possibly Saturday hours during peak periods.

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