Title: Supervisor, CHW, Transportation Program
Employee Working Location: In-person (St Catharines, ON)
Employment Status: Temporary Full-time (12 months)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Supervisor, CHW, is part of the Transportation Program for the Niagara Area. This role will have a strong focus on workflow management by coordinating and overseeing the day-to-day operations of service delivery team. This position is often the first point of contact for client escalations and is responsible for ensuring quality of service, standards and maintaining client satisfaction. The Supervisor works as a collaborative member of the Transportation team, actively participating in supporting the business needs to ensure success in meeting operational goals.

In this role, you will:

• Supervise the day-to-day operations by assigning work, providing direction, monitoring workflow, quality checks, allocating resources, coaching, implement daily/weekly operation cycles and support to ensure the team is engaged and motivated to complete tasks effectively and on-time.
• Review work of team members, ensuring it is completed in alignment with expected standards, provides feedback to make adjustments as needed.
• Facilitate effective communication and collaboration among team members and provide regular communication and updates to team.
• Build and maintain relationships with internal and external clients.
• Monitor and solve day-to-day operational problems and client escalations by consulting established procedures and processes and working with team members to ensure alignment with client expectations.
• Respond to escalated or complex client needs, by clarifying client needs and tailoring services or processes within established precedent to meet the need.
• Identify and suggest opportunities for improvement in day-to-day work processes.
• Supervise the implementation of program goals and deliverables, ensuring alignment with the program objectives and organizational policies and procedures.
• Support and perform tasks within team to assist during times of high volume.
• Represent the organization in briefings, meetings, and events related to program delivery. Prepare regular reports on program activities and trends, outcomes, budgetary expenditures, etc.
• Monitor procedures, processes, practices, and policies for business unit/program.

What we are looking for:

• Qualifications include a minimum of 1-3 years of experience and a 1-2 year post-secondary certification/diploma, or less experience if combined with a 3-year college diploma or university degree.
• Proficiency in standard computer applications (Microsoft Office Suite) and ability to navigate and troubleshoot multiple systems.
• Experience leading others, supervising and coordinating the work of others and managing workloads.
• Ability to identify and analyze problems using standard procedures and organizational knowledge, applying independent judgment to develop solutions, and escalating issues beyond standard methods or expertise.
• Ability to interpret and deliver non-routine information, clarify client needs, offer solutions, and resolve escalations in new or sensitive situations, requiring diplomacy, empathy, and the application of communication skills to achieve client satisfaction.
• Fluency in English is required, French is an asset.

Working Conditions:

• Duties are conducted in office.
• The majority of the work is performed in an environment which is mostly clean and comfortable.
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
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