If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.

The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.

As the Team Lead, Transit Operations Centre you will lead the operations of the 24/7 Calgary Transit Support Centre by supporting staff who support public safety, real-time customer information, web development and maintenance. Primary duties include: Supervise exempt and ATU staff including managing priorities and workflow, coaching and training and managing performance. Maintain and improve customer information systems and processes (i.e., customer relations management system and Calgary Transit's website). Create and measure metrics and reporting systems that relate to providing real-time customer information. Develop and implement continuous improvements to systems and processes that impact operations such as digital customer information. Oversee Closed-Circuit Television (CCTV) monitoring, answering of Light Rail Transit (LRT) station help phones, social media activity, communication with internal and external partners (i.e., Peace Officer, Emergency Medical Services, Calgary Police) and the development and implementation of safety response protocols. Conduct strategic planning related to the ongoing operations of the call centre, considering overall performance, customer needs and organizational directions. Develop and implement policies, procedures and guidelines relating to all call centre operations. Research best practises and identify new technologies and trends. Coordinate and support TOC technology updates and arrange support for failures Develop and revise operational procedures and policies for Controllers, PS100, Customer Service Reps, and other employees to ensure the safety of our system for employees and customers.

Qualifications A completed 1-year certificate in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 10 years of transit leadership experience; OR A completed 2-year diploma in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 5 years of transit leadership experience; OR A degree in in Business Administration, Human Resources, Emergency Management, Information Technology or a related field with at least 3 years of transit leadership experience. Equivalent combinations of experience and education may be considered. A valid Class 5 Driver's License (or provincial equivalent), with no more than 6 demerits and no current suspensions or charges pending OR a valid Graduated Driver's License (GDL) with no more than 4 demerits and no current suspensions or charges pending. Ability to obtain a City of Calgary operator's permit. Training in Incident Command Systems (ICS100, ICS200, ICS300, or ICS400) is an asset. Ability to supervise staff, make timely decisions in a fast-paced environment and react appropriately to urgent and emergency situations. The successful applicant will have strong analytical, research, customer service and communication skills.

Pre-employment Requirements A security clearance will be conducted. Successful applicants must provide proof of qualifications.

Workstyle This position may be eligible to work from home for at least part of the time as one of several flexible work options available to City employees. These arrangements depend on the operational requirements of the role, employee suitability, and are subject to change based on operational needs and corporate direction.