Centre Supervisor - Burlington DriveTest - Full Time - Permanent- Non Bilingual

Position Description

If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc.

You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Driver Examiners are based out of one of our 56 DriveTest Centre locations. Bring your expertise and customer service skills to Serco Canada Inc. where challenging and rewarding job opportunities await you!

We are looking for a dedicated individual with excellent leadership skills to help manage our fast-paced Kitchener DriveTest Centre. This demanding yet rewarding role requires adaptability, independent thinking, initiative, and enthusiasm. The position will suit you if you have strong interpersonal/presentation skills, creative problem-solving abilities, as well as previous office management experience.

Purpose of the Job:

• Plan, organize, and direct front-line employees on daily/weekly activities in the DTC (DriveTest Centre), 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 for meeting the Project Agreement KPIs at the DEC level.

Primary Duties and Responsibilities:

Management and Supervision:

• Lead a DriveTest Centre office, including all customer service and Driver Examiner activities.
• Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover for absences, providing technical assistance, answering questions, and resolving problems.
• Serve as a 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, introducing new versions and functions, and troubleshoot system problems as they arise.
• Plan and lead staff meetings.
• Review work performance, motivate staff to work more effectively, identify problems with performance and solutions, determine training needs to improve performance, and initiate informal measures to correct misconduct or make recommendations for formal discipline with the assistance of Human Resources and DriveTest Centre Manager when necessary.
• Regularly monitor the accuracy, completeness, and timeliness of customer service and Driver Examiner activities within 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 in the unit support and understand how their work relates to the organization's Balanced Score Card Approach. Acknowledge employees for their contributions and recognize and reward employees for their achievements. The ability to pass information to others with clarity and precision.
• Fostering teamwork: The ability to (and desire) to work cooperatively with others while providing leadership and guidance to ensure the success of all team participants.
• Managing performance: The ability to take responsibility for one's own (and/or area of responsibility) performance by setting clear goals and expectations, tracking progress against goals, ensuring feedback and addressing performance issues promptly.
• Customer Service Focus: The ability to listen to and understand the customer, anticipate customer needs, and give high priority to customer satisfaction.

Health & Safety:

• Ensures the ongoing maintenance of a safe, healthy, and sustainable working environment at a DriveTest Centre, while observing compliance with management responsibilities and legislation as per section 27 of the OHSA.
• Ensures employees are in compliance with the H&S rules and regulations.

Qualifications:

• High level knowledge of CSA and DE duties including ability to perform basic CSA transactions and conduct G1, G2 road tests and/or the ability to 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 preferred.
• Minimum of two years’ experience in 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.
• Willingness and ability to continuously improve upon and upgrade skill set.
• This position is contingent upon your ability to pass a Criminal Record Check (CPIC); Fingerprint Criminal Record Check.

Serco Canada Inc. is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values, Serco Canada is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination.

We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. Serco Canada Inc. is an equal opportunity employer.