Supervisor, Reservations

Career Opportunity

What You Will Do

• Reporting to the Assistant Manager – Customer Service, you will be 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. You will also be responsible for managing and overseeing the Reservations Overflow contract, and carrying out various administrative duties and special assignments for the section and the Department. You will substitute for the Assistant Manager – Customer Service during periods of absence.
• You will be responsible for the 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.
• You will also be 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.
• You will provide ongoing support and guidance to employees; identifying and investigating problems, and recommending changes to work methods, etc., implementing corrective action as required.
• You will monitor day-to-day service performance to ensure targets are met with respect to (call handle time, call abandonment levels, staffing hours, etc.)
• You will monitor service levels from the overflow contract to ensure targets are met as well as planning and forecasting staffing levels for current and future call volumes.
• You will Maintain and compile 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.
• Additionally you will carry out various other duties and special projects as directed.
• You will provide efficient and courteous service to customers and general public.
• You will be required to participate in the TTC's Customer Service Ambassador Program.

Skills

What Qualifications Do You Bring

• Your educational background will consist 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.
• Your application will demonstrate strong knowledge of current contact centre operations, customer service principles as well as communications principles, methods and practices.
• Your application will also demonstrate excellent interpersonal, communication and organizational skills, demonstrated initiative and problem solving skills, and the ability to prioritize work to meet established deadlines.
• Your application will reveal demonstrated ability to effectively supervise, direct and motivate unionized staff in a high volume work environment.
• Your application will entail ability to identify and monitor key operational statistics for reporting trends, variances and problematic situations.
• Your application will entail Proficiency in the use of a personal computer and software applications related to the work (e.g. Word, Excel, Outlook, etc.)
• You must have the 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.
• You must be skilled in interpersonal relations, especially during high demand and stressful periods.
• You 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.
• You application must have or acquire a thorough knowledge of the TTC’s policies, practices, programs and procedures applicable to the Customer Services function.
• Your application will demonstrate familiarity with the TTC’s budget process.
• You must have or acquire a strong working knowledge of the operation and/or use of systems and equipment for the section.
• You must 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.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• One of the great benefits of being a full-time TTC employee is becoming a member of the TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.