Job Profile Under the general supervision of the Contact Centre Coordinator, the Team Lead (TL) resolves complex issues related to paratransit and on-request service delivery and responds to escalated customers referred by Customer Service Representatives (CSRs). This position monitors paratransit and on-request service in real-time by functioning as centralized dispatching of all vehicle resources and receiving urgent and non‑urgent calls to address issues from contracted and Departmental vehicle resources. The Team Lead also liaises with various Divisional staff and other Departmental business units to resolve day‑to‑day operational issues by interpreting policies and procedures and delivering excellent and consistent customer service. This position assists senior contact centre staff with scheduling, training, development and performance of Customer Service Representatives (CSRs). As the Team Lead, your duties will include: assists the Contact Centre Coordinator by fulfilling ...