Deputy Supervisor

Description:

• Support the leadership of a DriveTest Centre team including all Customer Service and Driver Examiner activities.
• Coordinate workflow within DriveTest Centre, including distribution of work, dissemination of information, assigning staff to cover for absences, providing technical assistance, answering questions, and resolving problems.
• Reviewing work performance and delivering performance data to employees, motivating staff to work more effectively, determining training needs to improve performance, initiating strategies to correct performance.
• Regularly monitor the accuracy, completeness and timeliness of customer service and Driver Examiner activities within area of responsibility.
• Ensure accurate compliance with all Business Management System (BMS) processes and procedures.
• Assist Centre Supervisor with various administrative tasks such as facility check lists, scheduling, stock inventory and ordering, handbook reconciliation, etc. as required.
• Respond and Address customer concerns and issues in a professional and diplomatic manner within specified timelines.
• Perform duties of Customer Service Agent and/or Driver Examiner as required.

Competencies and Skills:

• Leadership – 1 to 2 years of experience in a supervisory, acting supervisor or equivalent team leadership role.
• Oral communication: ability to express oneself clearly in conversations and interactions with others.
• Written communication: ability to express oneself clearly in business writing.
• Fostering teamwork - The ability to (and desire) to work cooperatively with others, while providing leadership and guidance to ensure the success of all team participants.
• Maximizing performance - The ability to assist with establishing performance/development goals, coaching performance, providing training, and evaluating performance.
• Customer Service Focus - The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.
• Thoroughness- The ability to ensure that one's own work and other's work are complete and accurate. Proven track record of high performance and creating a positive and productive work environment in previous roles.
• Managing work - The ability to identify priorities, manage time, effectively plan, and establish organized procedures to accomplish goals efficiently and effectively.
• Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
• Personal credibility - To be perceived as responsible, reliable, and trustworthy.