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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 Requirements Your profile You posses a University degree, college diploma, or equivalent experience You have previous leadership