Operations Manager - Logistics Centre

About the Role

Voyago, a part of Transdev Ontario, is actively seeking an Operations Manager to lead daily functions of our Logistics Centre, which includes both the Call Centre and Dispatch operations. This full-time position reports directly to the General Manager and plays a pivotal role in managing non-emergency medical transportation (NEMT) services, ensuring seamless coordination, adherence to service standards, and excellent customer experiences.

Primary Responsibilities

• Oversee the daily activities of Transdev Ontario's NEMT Logistics Centre, guaranteeing efficient patient transportation aligned with organizational goals and regulatory standards.
• Champion a customer-centric culture emphasizing professionalism, empathy, and operational efficiency.
• Continuously monitor and ensure achievement of service levels and KPIs with quality and effectiveness.
• Evaluate and enhance procedures related to order handling and telephone communications.
• Ensure team members meet expected service benchmarks, taking corrective measures when necessary.
• Enforce compliance with company policies across all staff.
• Promote open communication, encourage feedback, and utilize customer insights to improve service delivery.
• Identify and implement best practices to foster continuous operational improvements.
• Maintain clear communication channels across business levels to share insights and conduct root cause analyses.
• Track performance metrics including passenger volumes, margins, and bookings.
• Coordinate cooperation between on-road vehicles and dispatch services for optimized NEMT operations.
• Lead initiatives aimed at process optimization, flow improvement, and automation projects.
• Develop and administer service plans tailored to business demands.
• Address service opportunities raised by customer service, operations, and sales teams with effective solutions.
• Bring prior management experience preferably in logistics, call centre, or dispatching environments.

Leadership Duties

• Provide guidance, mentorship, and coaching to team members to enhance performance and support succession pipelines.
• Manage recruitment, onboarding, and training to uphold superior customer service standards.
• Conduct team meetings to understand challenges, educate on protocols, and clarify expectations.
• Create a positive and motivating workplace atmosphere.

Reporting Responsibilities

• Generate and analyze reports on call centre data to optimize resource allocation, efficiency, and customer satisfaction.
• Collaborate with fellow management to identify trends and establish call centre objectives.

Working Hours

• The Logistics Centre operates continuously every day of the year, 24/7.
• This position typically covers a 40-hour work week from Monday to Friday, 8:30 am to 5:00 pm, with flexibility required to support other shifts.
• Adaptability to work alternate shifts including evenings, weekends, holidays, and participation in on-call rotations is essential.

Candidate Profile

• Possession of a university degree, college diploma, or equivalent experience.
• Prior leadership experience in operations, call centre, or transportation sectors with a preference for call or dispatch centre management.
• Strong background in delivering customer service within high-volume, dynamic environments.
• Proven expertise in managing budgets, financial results, and operational KPIs.
• Excellent leadership ability to inspire and develop teams.
• Demonstrated skill in relationship-building and stakeholder management.
• Effective problem-solving and decision-making skills under operational pressure.
• Fluent verbal and written communication capabilities.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook, PowerBi) and operational systems; experience with Santa Cruz software is advantageous.
• Familiarity with Healthcare Accreditation or Infection Prevention and Control processes is a plus.
• Experience in budgeting and profit & loss management.
• Hold a valid Ontario Class G Driver's License along with a clean driver’s abstract and clear criminal record check.

Additional Benefits and Culture

• Employee and Family Assistance Program access.
• Employee referral reward program.
• Supportive and positive company culture recognized by awards.
• An organization committed to employee growth and sustainability initiatives.
• Part of a global transportation company with opportunities for career advancement.
• Comprehensive benefits for full-time staff including RRSP program, wellness initiatives, and recognition schemes.

Commitment to Accessibility

Voyago upholds inclusive hiring practices, providing accommodations for applicants with disabilities throughout recruitment. Candidates requiring accommodations for interview stages should contact Human Resources to arrange necessary support.

Important Notes

Note that artificial intelligence tools assist in the initial stages of the applicant screening. Only candidates selected for further consideration will receive correspondence.

Compensation

The salary for this role ranges between $75,000 and $85,000 annually.