As the Team Lead, Transit Operations Centre Support you will be responsible for the management of the Calgary Transit (CT) Video Unit, CT Call Centre, Business Continuity and act as the Emergency Response Planning Coordinator for CT. Primary duties include:
- Provide day-to-day leadership and supervision of unionized staff, ensuring service standards, operational performance, and customer service expectations are achieved.
- Monitor operational workload, staffing levels, scheduling, and service demands to ensure adequate resource coverage and business continuity.
- Review performance metrics, identify trends, and implement process improvements to enhance operational efficiency, service delivery, and customer experience.
- Lead employee performance management activities, including coaching, mentoring, training, conflict resolution, and attendance management.
- Support the management of critical operational incidents, escalated customer concerns, and service disruptions, ensuring timely response and resolution.
- Establish and maintain standard operating procedures, business continuity plans, and quality assurance processes to support consistent service delivery.
- Coordinate with internal and external divisions to support real-time operational decision-making and effective communication during service disruptions and emergency events.
- Analyze operational data and prepare reports, recommendations, and performance metrics to support leadership decision-making and continuous improvement initiatives.
- Ensure compliance with corporate policies, collective agreements, safety requirements, and regulatory obligations.
Qualifications - A completed 1-year certificate in Business Administration, Human Resources, Emergency Management, Information Technology, or a related field with at least 10 years of transit leadership experience; OR
- A completed 2-year diploma in Business Administration, Human Resources, Emergency Management, Information Technology, or a related field with at least 5 years of transit leadership experience; OR
- A degree in Business Administration, Human Resources, Emergency Management, Information Technology, or a related field with at least 3 years of transit leadership experience.
- Equivalent combinations of experience and education may be considered.
- A valid Class 5 Driver's License (or provincial equivalent), with no more than 6 demerits and no current suspensions or charges pending OR a valid Graduated Driver's License (GDL) with no more than 4 demerits and no current suspensions or charges pending.
- Ability to obtain a City of Calgary operator's permit .
- Training in Incident Command Systems (ICS100, ICS200, ICS300, or ICS400) is an asset.
- Ability to supervise staff, make timely decisions in a fast-paced environment and react appropriately to urgent and emergency situations.
- The successful applicant will have strong analytical, research, customer service and communication skills.
Pre-employment Requirements - A security clearance will be conducted.
- Successful applicants must provide proof of qualifications.
Position and Pay Information - Business Unit: Calgary Transit
- Union: Exempt
- Position Type: 1 Permanent
- Compensation: Level M1 $115,627 - 144,534 per annum
- Hours of work: Standard 35 hour work week.
- Days of work: This position works a 5-day work week with 1 day off in a 3 week cycle.
- Location: 1417 33 Street SW and 1075 7 Street SE
- Audience: Internal/External
- Apply By: July 28, 2026
- Job ID: 314876
