Operations Supervisor - Calgary

Job Summary

The Operations Supervisor is responsible for planning daily and weekly workloads to achieve departmental and facility objectives through the corporate values of integrity, diversity and delivering expected results. This role is charged with the goal to effectively and efficiently manage the development and directions of the operational team to drive the growth of revenue, technical productivity and promote high quality customer satisfaction.

Hours: Monday to Friday – 2:00pm – 10:30pm

Job Duties:

Ensure daily and weekly productivity and department targets are met or exceeded.

Ensures adherence to established methods to measure and maintain customer service excellence standards.

Ensure daily and weekly productivity and department targets are met or exceeded.

Deliver prompt and efficient resolution and recovery of customer inquires and complaints to improve overall customer satisfaction.

Maintain and monitor all appropriate reports according to standards.

Develop and implement new business strategies for creating or improving processes and procedures to improve corporate performance.

Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary.

Meet regularly with department heads/business unit leaders; facilitate resolution of issues/problems between business units and/or departments.

Responsible for appropriate staff levels to meet requirements of the department.

Assists with recruitment, hiring, terminations and performance management, as needed

Manage the morale in the department by setting and demonstrating a strong business ethic for dealing with employees, suppliers and customers.

Enhance and develop policies, procedures and service systems to meet the goals of the department.

Budget preparation and monitoring of the department P&L.

Monitor financial performance to ensure the department is meeting or exceeding budgetary commitment.

Analyzes and report on the daily, monthly and annually department's key performance indicators and industry trends.

Develop and implement strategies around improving the financial performance of the department.

Handle Customer enquiries and complaints which are escalated from the departments.

Analyze the Customer's concern and present options to solve their issue.

Update work orders with appropriate information to provide information more quickly and easily to Customers.

Measure and monitor key customer service areas.

Review and use the monthly Profit and Loss statements to ensure expense control and proactively plan service and sales goals.

Examines reports (e.g., inventory, sales and daily reports) to determine the operational activities of the company and ensure optimum performance.

Ensure that all reporting employees adhere to company policies and procedures.

Able and willing to Deliver and unload fuel to our client base in a timely fashion, as needed

Performs other duties as required

What we require of you:

Rotating on call weekend monitoring

Experience providing superb customer service preferably in the transportation/distribution/courier industry

Minimum 3-5 years’ management/supervisory experience

Repair Fleet Maintenance experience is an asset

Vendor Management experience

Experience with fleet operations and customer delivery.

Valid and clean Class 3 with Air Brake license is an asset

Responsible for training and performance management of employees.

Coaches and develops others as required

Willing to work extended and flexible hours; flexibility to work afternoons/evenings/weekends

Excellent communication and problem-solving skills

Must have a safety and compliance mind set