Metrolinx Hiring for Manager, Customer Service at Toronto, ON Full Time

Employee Status: Regular

Bargaining Unit: Non-Union

Pay Range: 108,615.00 – 147,641.00

Location: Union Station

Closing Date: 23-Sep-2021

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

We embody our values in everything that we do. We Serve with Passion, Think Forward, and Play as a Team. If you can relate, we want to hear from you!

Our Station Services & Standards Office is looking for a Manager, Customer Service, to provide strategic leadership and direction to Metrolink enterprise teams on changes to service levels provided at stations and to improve the Customer Experience. Manage face to face customer services operations of GO at over 60 facilities across the network which includes all rail stations, bus terminals, agency network, ensuring delivery of customer service and satisfaction and operational integrity. and bring state of good repair requirements and business rationale to Facility Management and/or Maintenance senior leadership.

What will I be doing?

Manages the effectiveness of Customer self-serve initiatives i.e. PRESTO adoption rate at stations, use of autoload, PRESTO card sales, online ticket, PRESTO app. Works with Team Leads to adjust strategy on a station by stations basis

Manages the overall daily operations at GO stations with up to 300+ staff. Develops Plans and implements special events to engage passengers and promote customer loyalty such as PRESTO Patios, and Customer Appreciation Days

Manages the quality of customer service delivery through the training and performance management of frontline staff, the enhancement of transit facilities, and the implementation and maintenance of communications standards; identifies and implements training initiatives for frontline staff, and coaches’ supervisors to lead and improve their performance

Develops performance metrics by station and by Team Lead, Develops and Implements process improvements and programs to ensure KPIs (i.e. SAT at Stations, LTI, Presto adoption, balance of sale channels goals is met. Track performance and action items on visual control boards to ensure completion and adjust programs as needed.

Accountable for customer and employee safety at Stations; developing a strong safety culture, engagement structure with Joint Health and Safety Committees and ensuring effective measurement and safety planning is embedded through management and leadership structure.

Directly manages a pool of 15 Team Leads and with responsibility for approx. 300 station attendants

Provides leadership, oversight and direction to staff, project teams and vendors delivering a portfolio of inter-dependent projects; delivers timely feedback to ensure a cohesive operational unit and the optimum use of team skills; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps;

What skills and qualifications do I need?

Completion of a degree in, business administration, Transportation, Facility Management, or a related discipline – or a combination of education, project management certificate, training and experience deemed equivalent.

Minimum eight (8) years’ in customer service, and sales in an organization known for delivering excellent customer service, preferably in station operations, or a retail or travel environment

Minimum three (3) years’ in customer service leadership capacity, preferably in station operations, or retail environment, or travel environment would be considered an asset

Knowledge of legislative standards and requirements of ministries and governing bodies (e.g. health and safety, human rights, Freedom of Information and Privacy Act, Employment Standards Act)

Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, etc.)

Must have the ability to obtain and maintain First Aid certification

Interpersonal, oral/written communication to effectively communicate with employees, assist or deliver presentations, and respond to requests for information from stakeholders

A valid Ontario Class “G” driver’s licence is required

Experience working in an environment that develops and implements continuous operational improvements and LEAN concepts

NOTE: The incumbent would be required to work 40 hours per week with varying shifts and off-days. Incumbent will be required to be on-call to assist with emergency responses at any hour, any day. Incumbent may have regular exposure to extreme weather or undesirable operating conditions as well as exposure to risk of physical harm when performing facility inspections (e.g. waste systems and underground tanks) and/or when encountering irate or confrontational member of the public.

Accommodation:
Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.

Application Process:
All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

AN EQUAL OPPORTUNITY EMPLOYER