Title:  Supervisor, Dispatch and Operational Services-IO235

Summary of Duties:

Reporting to the Manager, Fleet Planning, the Supervisor, Dispatch and Operational Services is responsible for overseeing the day-to-day operation of the City’s 24/7/365 Dispatch Centre. This position provides leadership to a team delivering centralized dispatch communications and operational services in support of Public Works, public safety and operational continuity across the municipality. The position also oversees internal utility locate coordination, animal collections, vehicle and equipment rentals, and the management of two-way radio systems.

Work Performed:

• Provide leadership in the coordination and delivery of centralized dispatch and operational communication services that supports Public Works during regular business hours, and expanded service delivery after hours to include public inquiries and service requests received through public service lines.
• Responsible for supervising employees including hiring, coaching, administration, training and performance of reporting employees. Respond to and refer sensitive and confidential human resource issues as required.
• Ensure continuous, effective coverage of the Dispatch Centre across all shifts, including emergency situations, while prioritizing and coordinating municipal service requests with internal divisions, contractors, and emergency partners. 
• Oversee call intake, triage, documentation, and routing of internal and external service requests received via telephone, CRM systems, two-way radio, and digital channels, in accordance with established procedures.
• Respond to and support escalated operational issues. Coordinate information flow between Dispatch, operational divisions, contractors, the public, and external partners.
• Support Dispatch operations during major events and emergencies, including winter storms, infrastructure incidents, and urgent service disruptions.
• Develop, maintain, and regularly evaluate standard operating procedures (SOPs), ensure compliance, and implement timely updates. Design and deliver specialized training programs for the acting pool of Dispatch staff.
• Track performance measures for Unit deliverables using appropriate data collection and analytics.
• Oversee Public Works two-way radio systems and related communication assets, coordinating maintenance, installation, troubleshooting, and vendor support.
• Coordinate fleet and operational support programs including seasonal vehicle rentals, contracted services, shared equipment scheduling, utility locates, and animal collections.
• Support seasonal and winter operations including call-in processes, contractor coordination, material tracking, and documentation.
• Encourage and support employee participation and commitment to divisional and organizational objectives.  Actively mentor, provide development opportunities and build team performance with direct reports.
• Fairly and consistently administer provisions of various collective agreements.
• Collaborate with internal divisions and external partners in support of operational coordination and service delivery.
• Demonstrate commitment to anti-racism, anti-oppression, and human rights through interactions with community partners, employees and individuals and promote programs and initiatives that reflect this commitment.
• Demonstrate commitment and adherence to health and safety legislation and programs; actively promote a culture of safety with direct reports.
• Administer and monitor the annual operation budget for Dispatch Services Section.
• Work outside of regular business hours as required.
• Perform related duties as assigned.

Skills and Abilities:

Skills and abilities in the following areas are necessary:

• Demonstrated knowledge and experience dispatch and operations coordination, call centre environments with an understanding of the Unit’s programs and services.
• Demonstrated success leading or supervising employees, contracted services and consultants including effective shift scheduling.
• Ability to understand the importance of service delivery; develop and implement initiatives that support the Unit’s customers in a timely and effective way.
• Demonstrated effective interpersonal and customer services skills, including conflict resolution and problem solving; demonstrated ability to effectively communicate with diverse populations across different channels.
• Strong verbal, written, interpersonal, communication, facilitation, and presentation skills; ability to de-escalate situations as needed.
• Ability to document and keep track of records (i.e. logs, invoices, compliance tracking, asset records).
• Proficiency with dispatch/customer request systems (e.g., CRM) and Microsoft Office skills.

Qualifications:

• Completion of a University Degree in Social Science, Business, Public Administration, or a related field, or an equivalent combination of education and experience.
• Five to seven years of related experience in civic operations, customer service technical systems, including CRM systems, Windows‑based Client/Server systems, and management experience in a unionized environment.

Compensation & Other Information:

$92,161 - $120,891

This posting is for one (1) permanent full-time position being filled on a permanent full-time basis.

Current hours of Work: Monday - Friday from 7:30 a.m. to 3:30 p.m. 

Work Arrangement: Onsite. Subject to change in accordance with business requirements.

These hours of work and work arrangements are subject to change in accordance with business requirements.

Police Record Check

The successful candidate will be required to complete a Criminal Record Check.