Operations Manager

Voyago, Transdev Ontario, is hiring an Operations Manager for our Logistics Centre to oversee both the Call Centre and Dispatching daily operations. This is an immediate opening for a new full time role.

Reporting to the General Manager, the Logistics Centre Manager is responsible for leading the daily operations of a fast-paced Dispatch and Call Centre, ensuring the efficient coordination of non-emergency medical transportation services while delivering an exceptional customer experience. This role oversees a team of Dispatchers, Call Centre Representatives, and Logistics Coordinators, providing leadership, coaching, scheduling, and performance management to ensure service levels are consistently achieved.

Primary Responsibilities

Operations

• Accountable for the daily and ongoing operation of Transdev Ontario's Non-Emergency Medical Transportation (NEMT) Logistics Centre, ensuring the efficient coordination of patient transportation services while meeting service level agreements, regulatory requirements, and organizational objectives
• Foster a customer-first culture where every interaction reflects professionalism, empathy, and efficiency.
• Ensures service and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Monitor and improve ordering, telephone handling and other procedures
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Ensure that all employees adhere to the company policies and regulations.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Monitor passenger volumes, service levels, margins, performance and bookings.
• Leading cooperation between the On-Road Vehicles and the Dispatch Services for all Non Emergency Medical Transportation movement.
• Drive actions and participate in continuous improvement projects: optimization of flow, utilization, improvement/automation of current processes
• Create and manage an optimal service plan to meet business requirements
• Provide solutions for service opportunities tabled by customer service, operations, and sales through requests
• Previous management experience - In Logistics, Call Centre or Dispatching preferred

Leadership

• Provide leadership, development and coaching of Team members. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Hire, onboard and ensure training is provided to personnel to maintain high customer service standards
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Create a welcoming and motivating environment for employees

Reporting

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Assisting other management team members in identifying trends and establishing call center goals.

Hours of Operation

• The Logistics centre operates 24 hrs/day, 7 days a week, 365 days a year.

• This shift is currently covering 40 hours per week, Monday to Friday, 8:30 am to 5:00 pm with flexibility to cover other shifts as required.
• Flexibility is required to support operational needs, including working alternate shifts, evenings, weekends, statutory holidays, and participating in on-call coverage as required

Your profile

• You posses a University degree, college diploma, or equivalent experience
• You have previous leadership experience in an operations, call centre or transportation environment, preference will be given to managers with Call Centre or Dispatch centre experience
• You have extensive customer service expereince in a high volume, fast pace environment
• You bring demonstrated experience managing budgets, financial performance, and operational KPIs
• You posses strong leadership and people management skills with the ability to motivate and develop teams
• You bring excellent relationship-building and stakeholder management abilities
• You can demonstrate strong problem-solving and decision-making capabilities in a fast-paced operational environment
• You have excellent written and verbal communication skills
• You are proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, PowerBi) and operational systems
• Your experience with Santa Cruz would be an asset
• Any experience with Healthcare Accreditation Process or Healthcare IPAC are considered assets
• You posses experience in budgeting and P&L management
• You have a minimum valid Ontario G Class Driver’s Licence
• You have a Clean Driver’s Abstract
• You have a Clear Criminal Record Search

By joining the Voyago Logistics Centre team in the London, you’ll find:

• Employee and Family Assistance Program
• Employee Referral Bonus
• Great company culture
• Award Winning
• Growth oriented company
• Subsidiary of Global Transportation Provider (Transdev)
• Employee recognition

Compensation range $75, 000 to $85,000.

The Perks

• We support the development, work-life balance and well-being of our employees
• We build a supportive corporate culture that encourages diversity and enables our people to flourish.
• We enable our employees to have a positive social impact by deploying sustainable mobility solutions.

• We offer comprehensive benefits packages for full-time employees with an Employee Assistance Program, RRSP program, a great company perks program and an Employee Referral Bonus for all staff
• We are an Award Winning company
• As a subsidiary of Transdev, we provide opportunities for a rewarding career with a growing, global transportation provider
• We focus on innovation and sustainable environmental initiatives
• We offer our employees opportunities to build their own experience within a local, global Group.

Voyago is committed to provide accommodation for individuals with disabilities throughout the recruitment process. Accommodations are available upon request of the internal or external applicant. If you require an accommodation due to a disability for an interview, please notify Human Resources directly to make appropriate arrangements when contacted for an interview.

Voyago Transdev’s Applicant Tracking System uses AI-assisted tools during the initial application and early screening stage

We thank all applicants however only those under consideration will be contacted.