Job Description

JOB INFORMATION
Requisition ID: 8894
Number of Vacancies: 1
Department: Wheel-Trans Operations (20000018) - Customer Service (30000374)
Salary Information: $91,644.80 - $114,566.40
Pay Scale Group: 8SA
Employment Type: Regular
Weekly Hours: 40 Off Days: Saturday and Sunday Shift: Various
Posted On: January 16, 2024
Last Day to Apply: January 24, 2024
Reports to: Assistant Manager, Customer Service

The Toronto Transit Commission (TTC) is North America\'s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC\'s vision is to be a transit system that makes Toronto proud. The TTC\'s recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

General Accountability

Reporting to the Assistant Manager - Customer Service, the Supervisor - Customer Service is 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.

Key Job Functions

• Monitors day-to-day service performance to ensure targets are met with respect to timely customer response (by telephone and in writing).
• The position is responsible for the investigation of and response to all customer complaints and inquiries on behalf of the Wheel-Trans Department.
• Supervises the Community Service Representatives and the Wheel-Trans Marketing & Community Services Assistant in day-to-day operations that include a range of promotional and customer/public information activities.
• The position is also responsible for the overall administration of the Wheel Trans applicant in-person interview, Appeal process, Quality Assurance process, Late Cancellation and Prebook Usage policies, Questionable Rider and Non-Payment of Fares programs.
• Develops and monitors the section\'s capital and operating budgets.
• The Supervisor - Customer Service is responsible for the development and co-ordination of all Wheel-Trans communication programs to provide information and increase awareness of the TTC\'s accessible services and facilities to benefit disabled persons requiring specialized transit, and for others who will benefit from Commission initiatives such as the Accessible Transit Network.
• Substitutes for the Shift Supervisor - Operations during periods of short absences, and complete other duties as assigned.
• 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 their 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.

Skills

• Understand and apply relevant laws and regulations
• Understand and apply administrative policies, processes, and procedures
• Communicate in a variety of mediums
• Apply accounting principles and practices
• Interview and assess job candidates
• Apply the principles and practices of quality assurance
• Apply analytical skills

Education and Experience

• Completion of a post-secondary education in a relevant discipline (Business Administration, Marketing, Public Relations), or the equivalent, combined with several years of directly related experience.

Additional Requirements

• Sound knowledge of business administration concepts, market research principles, practices and methodologies as well as marketing and communications.
• Must have knowledge of design, layout, graphics and various media.
• Must possess sound judgement; demonstrated creativity; and excellent interpersonal, verbal and written communication and presentation skills; well-developed organizational abilities.
• Must have excellent computer skills in desktop publishing and be proficient in the use of word processing, graphics, spreadsheet applications, e-mail and Internet research.
• Must be capable of directing and coordinating market research analysis, long and short-term planning for customer information and marketing programs, as well as the day-to-day operation of the section.
• Must be able to deal with politically sensitive and confidential matters on a frequent basis.
• 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.
• Must have or develop a working knowledge of all major functions performed in delivering Wheel-Trans service (i.e., planning, scheduling, dispatch, reservations, bus and contracted service operations, etc.)

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC\'s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.

Toronto Transit Commission