Center Supervisor- FT- Windsor

Windsor, Ontario, CA, N8X 1T2 Category: Customer Service Job ID: 36290 widget: Full-Time None No - Teleworking not available for this position $65000-$69000 ### **Position Description & Qualifications** **Purpose of the Job:** * Plan, organize, and direct front-line employees on daily/weekly activities in the DTC (DriveTest Centre), to meet section service delivery objectives. * Ensure compliance with all Serco Canada Inc. policies and procedures, including but not limited to MTO Standards, Code of Conduct and Ethics, Serco Management System, PDR’s, etc. * Responsible to meet the Project Agreement KPIs at the DEC level. **Primary Duties and Responsibilities:** **Management and Supervision:** * Lead a DriveTest Centre office, including all customer service and Driver Examiner activities. * Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover absences, providing technical assistance, answering questions, and resolving problems. * Serve as a liaison between the DriveTest Centre, other offices and outside agencies for the distribution and collection of information to resolve operational issues. * Educate staff in the use of the LCS system, introducing new versions and functions, and troubleshooting system problems as they arise. * Planning and leading staff meetings. * Reviewing work performance, motivating staff to work more effectively, identifying problems with performance and solutions to those problems, determining training needs to improve performance, initiating informal measures to correct misconduct or making recommendations for formal discipline with the assistance of Human Resources and DriveTest Centre Manager, when necessary. * Regularly monitor the accuracy, completeness, and timeliness of customer service and Driver Examiner activities within the area of responsibility. * Ensure accurate compliance with all Business Management System (BMS) processes and procedures. * Perform duties of Customer Service Agent and/or Driver Examiner as required. **Competencies and Skills:** * **Leadership** – 4 to 6 years of Supervisory experience and the ability to establish focus and provide motivational support. * **Communication** - Communicate to ensure employees in the unit support and understand how their work relates to the organization's Balanced Score Card Approach. Acknowledge employees for their contributions and recognize and reward employees for their achievements. The ability to pass information to others with clarity and precision is important. Oral communication: ability to express oneself clearly in conversations and interactions with others. * **Written communication:** ability to express oneself clearly in business writing. * **Fostering teamwork** - The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants. * **Managing performance** - The ab