Manager, Contracted Taxi Services

Career Opportunity

Looking for a new and exciting opportunity where you can make an impact? We are looking for a Manager, Contracted Taxi Services to join the team in our Wheel-Trans Department!

What You Will Do

In this role you will be responsible for ensuring efficient and high-quality services are provided to customers using contracted taxi services. You will ensure contracted taxi services are planned and delivered in the most efficient and cost-effective manner. Contracted taxi services provide a significant level of overall Wheel-Trans services and in this role, you will be essential in ensuring Wheel-Trans services keep our city moving.

Other responsibilities of your role will include:

You will oversee Wheel-Trans service delivery and performance by ensuring safe, efficient, and high-quality contracted transportation services by monitoring service performance, scheduling parameters, customer service standards, and regulatory compliance, while implementing operational improvements as needed.
You will manage contractor performance and customer service issues by investigating and resolving customer complaints, contractor and driver performance concerns, and service-related incidents; implementing corrective actions and monitoring contractor performance through audits, KPIs, and performance reviews.
You will lead contract procurement and tendering activities to support the development, evaluation, and award of service contracts by preparing procurement documentation, specifications, evaluation criteria, cost estimates, and contract recommendations.
You will administer contracts and quality assurance programs by managing contract compliance, performance measurement, inspections, audits, and quality assurance initiatives to ensure contractors meet service, operational, and contractual requirements.
You will manage financial planning and budget performance by developing and monitoring operating budgets, contract expenditures, accruals, and cost controls to ensure services are delivered efficiently and within budget.
You will provide leadership and staff supervision by supervising and developing the staff responsible for quality assurance, budgeting, and field audits, including performance management, training, coaching, and compliance with human resources policies and collective agreements.
You will support continuous improvement and strategic initiatives by collaborating with internal stakeholders, including Information Technology Services and Procurement, to implement technology solutions, improve service delivery, develop training programs, prepare reports, and support operational and contractual improvements.
In this role you are responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers and/or employees with disabilities are accommodated and/or addressed in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer.
You will be required to participate in the TTC’s Customer Service Ambassador Program.

What Skills Do You Bring?
Use office technology, software and applications
Understand and apply relevant laws and regulations
Plan and organize activities / projects to meet section and organizational goals
Apply analytical skills
Communicate in a variety of mediums

What Qualifications Do You Bring?

Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.
Sound knowledge of the transit service needs for people with disabilities.
Sound knowledge of relevant legislation specific to the rights of the disabled community (e.g. Accessibility for Ontarians with Disabilities Act etc.).
Good general knowledge of contract administration principles, practices and methods and familiarity with contract law.
Sound judgement plus well-developed problem solving, interpersonal and overall communications skills.
Strong organizational skills to deal with urgent requirements, tight deadlines, and changing priorities are required.
Must be proficient with a personal computer and applications related to the work.
very good communication skills, both verbal and written, including the ability to prepare reports.
Must be able to work with a high degree of accuracy and meet deadlines.
Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.