Service Supervisor, Transit Operations

Position Summary

Under the general supervision of the Superintendent, Transit Operations, this employee supports administrative functions of the Transit Operation’s Branch and provides on-road oversight of Transit services.

Key Duties & Responsibilities

• Provide on road supervision of Transit services, offering guidance, mentorship and support to Bus Operators and Relief Service Supervisors while interacting with the public to promote safety and service excellence.
• Maintain a visible presence at transfer hubs, schools and public locations to enhance safety, deter incidents and support effective de escalation and positive engagement.
• Respond to and manage Transit related incidents by supporting operators, investigating events, liaising with internal stakeholders and external agencies, and communicating outcomes to senior management.
• Lead and assist with performance management, attendance monitoring and labour relations matters, including interpretation of collective agreements, corrective discipline and employee support programs.
• Investigate passenger complaints, safety concerns and operational incidents, identifying trends and recommending strategies to reduce risk and improve service delivery.
• Coordinate with internal departments and external partners regarding routing changes, special events, emergencies, road conditions and snow removal to minimize service disruption.
• Monitor and evaluate routes, schedules and ridership, support operator scheduling and recognition initiatives, ensure Occupational Health and Safety compliance and perform other related duties as required.

Key Qualifications

• Typically the qualifications for this positions require a University degree in Social Sciences, Urban Planning, or a related discipline, or a combination of education and experience.
• Two to three years of related experience in the Transit Industry.
• Strong knowledge of Transit Operations including personnel, equipment, standard operating procedures, traffic safety standards, professional driver regulations, scheduling and dispatch practices.
• Sound understanding of collision scene safety and the ability to work effectively with emergency services to protect operators, passengers and the public.
• Strong decision making and problem solving skills, with the ability to work independently, assess complex situations, prioritize effectively and manage resources in a dynamic environment.
• Effective communication and interpersonal skills, including clear written documentation, accurate information sharing and the ability to build positive working relationships with staff, City personnel and the public.
• Proven ability to perform under pressure using sound judgment, de escalation techniques and self control, with proficiency in computer systems and compliance with Provincial and City Occupational Health and Safety requirements.

Working/Other Conditions

• Note: A majority of the work in this this position is performed outside the office, on foot or riding buses, and requires availability during early mornings, evenings, and weekends in all weather conditions.
• Class two (2) driver’s license with air endorsement