Centre Supervisor

Your responsibilities will include:

• Providing leadership and encouragement to a team of employees who serve a diverse customer base. Establishing a work environment that will contribute to high performance;
• Consciously creating a workplace culture that is consistent with Serco’s values and aligned with the identified mission, vision and balanced score card approach of the business;
• Effective planning and delivery against business objectives;
• Providing effective coaching and performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources when necessary;
• Motivating, developing, and directing people as they work; supporting staff who may be subjected to unwarranted criticism from customers;
• Using logic and understanding to identify advantages and disadvantages of alternative solutions, conclusions or approaches to problems;
• Maintaining employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling;
• Responding to customer service enquiries, documenting and reporting notifiable incidents Monitoring the daily performance of the DTC and conducting periodic system checks and audits;
• Making business decisions that are financially responsible, accountable, justifiable, and in accordance with organization policies and procedures. Communicating regularly with management and support functions;
• Conducting employee meetings on a regular basis;

Your skills and experience should include:

• Excellent leadership skills, comfortable with change, and the ability to lead change;
• Proven track record of high performance, quality and productivity in previous roles;
• Proven people manager, open to direction and collaborative work style, commitment to get the job done;
• The ability to recognize when there’s a problem and to resolve complex situations;
• Has the ability to multi-task, work well under pressure, prioritize work load, meet deadlines, maintain confidentiality and work well with all levels of management, the client and the public;
• Excellent presentation, communication (written and verbal) and interpersonal skills, outgoing personality, and ability to express ideas effectively so that others will understand;
• Good knowledge of applicable sections of the HWY Traffic Act, related regulations and legislation to provide information and advice to the public;
• Candidates that currently hold all classes licenses including A, B, C, D, E, F and Z, is preferred; if not, the ability to obtain all classes of licenses A, B, C, D, E, F and Z licenses, including M2 and/or M1 will be considered;
• Experience of conducting classified, motorcycle, G2 and G road tests is preferred;
• Ability to work flexible and extended hours as required, assess centre road conditions and participate on various committees;
• Experience compiling and reporting statistics for the centre as well as analysing performance monitoring data;
• Experience using a PC and a variety of software e.g. Microsoft Word, Excel, Outlook; etc.
• Candidates with lesser qualifications must pass a written test, road test and formal training (if required). An acceptable drivers abstract may be required.