Operations Manager, Logistics Centre

About the role

Voyago, Transdev Ontario is seeking an Operations Manager to lead its Logistics Centre, which combines a fast‑paced Dispatch and Call Centre. Reporting to the General Manager, you will be responsible for the daily coordination of non‑emergency medical transportation services and for delivering a high‑quality customer experience.

Key responsibilities

• Oversee the daily operation of the Non‑Emergency Medical Transportation (NEMT) Logistics Centre, ensuring compliance with service level agreements and regulatory requirements.
• Lead, coach, schedule and manage performance of Dispatchers, Call Centre Representatives and Logistics Coordinators.
• Monitor and improve ordering, telephone handling, passenger volumes, margins, performance metrics and bookings.
• Drive continuous‑improvement projects, process automation and best‑practice implementation.
• Maintain open communication across the business, facilitate root‑cause analysis and promote a customer‑first culture.
• Coordinate closely with on‑road vehicle teams to ensure seamless transportation movements.
• Develop and manage service plans that meet business requirements and address service opportunities from sales and operations.

Required profile

• Previous management experience in logistics, call‑centre or dispatch environments.
• Strong leadership, coaching and team‑development abilities.
• Ability to monitor KPIs, enforce policies and take corrective actions when needed.
• Excellent communication skills and a focus on customer service excellence.

Required skills