Metrolinx Hiring for Team Lead, Station Customer Services at Toronto, ON Full Time

Employee Status: Regular

Bargaining Unit: Non-Union

Pay Range: 83,638.00 – 114,790.00

Location: Middlefield

Closing Date: 10-Oct-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 Office is seeking three (3) Team Leads, Station service Delivery to supervise the provision of customer fare media and station management for all Metrolinx customer facing facilities and associated properties within the assigned line. The incumbent will be responsible and accountable for performance, customer service delivery, monitoring gaps and building action plans for management for corrective action and key performance indicators for Customer satisfaction, quality, employee engagement and safety for the assigned line.

What will I be doing?

Driving, monitoring, and building action plans to achieve key performance indicators (KPIs) for safety, employee engagement and customer satisfaction (CSAT) for the assigned rail line.

Overseeing day to day operations of assigned rail line.

Ensuring quality assurance and compliance with corporate standards, develop action planning as needed to mitigate potential issues impacting customer experience.

Analyzing performance of services provided by staff and contractors, taking corrective action as needed to ensure excellent customer experience.

Leading continuous Improvement initiatives, identify and recommend process and operational improvements.

Investigating claims made against GO Transit and its contractors; preparing documentation for discovery, internal investigations, and court proceedings; investigating customer inquiries, complaints, commendations and/or suggestions, determining appropriate responses to mitigate circumstance.

Effectively communicating to staff to ensure they are informed and knowledgeable with information, policies and procedures to confidently do their job. Engaging staff in control board huddles to review performance, staff ideas and close the loop with updates on implementation of ideas.

Supervising and coordinating provision of revenue streams such as ticket sales, refunds, audits, and other support services (e.g. driver cash-ins, fare media, Interline tickets, fare integration media and other outside promotional and discount ticketing agencies).

Shift

HOME BASE LOCATION

DAYS OF WORK

SHIFT HOURS

OFF DAYS

3500 Wolfedale Rd

Mississauga & 81 Middlefield Road Scarborough

TBD

TBD

TBD

What skills and qualifications do I need?

Completion of a diploma in Business Administration, or related field or a combination of education, training and experience deemed equivalent.

Minimum six (6) years’ progressive experience, supervising staff and contractors. Transit experience is an asset.

Must have supervisory and administrative skills to supervise provision of customer sales and station management.

Must have a valid Ontario Class ‘G’ licence with a good driving record.

First Aid certification or ability to obtain same is required.

Proficiency with computers, including Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.) to develop reports and briefings and regular updates.

Exceptional interpersonal, public relations, communication (oral/written/presentation) and diplomacy skills are required.

Must be an effective leader with ability to recognize, coach and engage staff.

Must have effective listening and communication skills (both verbal and written).

Demonstrated ability to influence leaders in higher positions.

Change agent with strong ability to lead a team through change.

Demonstrated ability to analyze performance results and develop action plans that close gaps.

Must be able to obtain a Metrolinx Non-Fleet Vehicle Operator’s Permit

Understanding union related collective bargaining administration would be considered an asset.

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 members 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