Operations Supervisor
About the company
Founded in 1981, Kleenway Services Inc. (the “Company”) evolved from a small custodial care company into a leading service business in the facility maintenance industry. We built this success one satisfied client at a time by tailoring our services to their specific needs. The cornerstones of our commitment are quality, safety, respect, and professionalism. While we care about the bottom line, we also keep a sharp eye on our environmental impact and take measures to reduce our carbon footprint. Through the responsible use of chemically reactive and toxic chemicals, choice of suppliers, and custom training, we are at the forefront of green cleaning and sustainability. Our clients range from small to large and we strive to provide solutions for real economic needs. All this is made possible by our extraordinary people, who are the foundation on which we built our reputation.
About the position
Reporting to the Operations Manager, the Operations Supervisor coordinates the activities of janitorial staff and sub-contractors at assigned client sites. As such, this role is a hybrid of on-the-road, on-site, and in-office. Responsibilities include coordinating crews’ and tradespeople’s work toward seamless, reliable, safe, and efficient delivery of services; ensuring appropriate coverage during business hours; serving as back-up for the facilities team in case of turnover and spikes in customer demand; appraising and documenting employees’ performance; addressing incidents and customer complaints; training team members; and carrying out instructions from the Operations Manager. As this is a hands-on Team Lead role, the incumbent will be exposed to heat, sunlight, rain, and cold in outdoor environments. Success in this role requires keen attention to detail, a strong focus on customer service, and effective communication skills. You will consistently demonstrate our commitment to quality, safety, respect, and professionalism. Crucially, you will be passionate about being part of an industry-leading business that customizes its services to each client’s needs.
Major Duties and Responsibilities
General
· Collaborate effectively with co-workers across ranks and departments
· Consistently arrives at work, appointments, meetings, and events on time
· Writes clearly and informatively and edits work for spelling and grammar
· Handles expected share of workload at required quality level (productivity)
· Protects Company by keeping business-related information confidential
· Complies with policies and protocols, as amended from time to time
· Completes all required training to perform job duties effectively
Operational
· Coordinates on-site custodial and maintenance activities of crews and tradespeople
· Serves as first point of contact for operational and soft service team members
· Oversees and works with crews to ensure that:
o work sites are clean, organized, free of trash
o washrooms are stocked appropriately during business hours
o site inventory of tools and supplies is at appropriate level
· Oversees safe and efficient outdoor working
· Leads by example and works directly with site employees to ensure service quality, and covers shifts as required to ensure continuity and consistency
· Communicates with on-shift and off-shift staff to avoid gaps in coverage during core business hours
· Monitors performance against agreed goals, analyzes customer concerns, and adapts and acts when required
· Strives to meet established KPIs and comply with SLAs
· Identifies and recommends opportunities for improvement of processes and quality, and implements these upon approval by Operations Manager
· Rotates on on-call schedule for after-hours emergencies and other unscheduled events at client sites
Human Capital/Supervisory
· Provides direct reports with healthy, safe, and respectful work environment
· Sets priorities, coordinates work, and monitors progress toward goals
· Trains crew members to ensure their knowledge is current
· Checks timesheets completed by crew members, for payroll
· Meets with Operations Manager regularly to review progress, look ahead
· Meets with team members regularly to review progress, look ahead
· Completes probationary and annual performance appraisals for direct reports
· Presents training and staffing recommendations to supervisor for consideration
· Participates in recruitment, hiring, and onboarding of new team members
· Addresses incidents and complaints, and resolves problems
· Keeps up to date on matters relating to employment law and HR practices
Health & Safety
· Leads team (“all hands”) safety (“toolbox”) meetings on-site
· Ensures that team members wear PPE and operate equipment in prescribed manner
· Completes all mandatory health & safety training and keeps current on best practices
· Ensures that on-site staff and sub-contractors comply with requirements
· Ensures that team members work safely while on-site and have access to required tools
· Documents and reports any incidents, injuries, property damage, and close calls (“near misses”) to Operations Manager immediately
Qualifications
· High school diploma or GED
· At least 1-2 years of experience working in high foot traffic buildings with large footprint, with track record of success in facility management, supervising operations and exceeding customer expectations
· Strong knowledge of applicable health and safety legislation, codes, and best practices
· Comfortable with MS Office (Word, Excel) and virtual meeting technology
· Familiar with CMMS software systems and automated work order management
· Solid verbal and written communication skills (English)
· Strong problem-solving and time management skills
· Comfortable with immersing hands in water frequently
· Ability to lift, carry, and place items of up to 50 pounds
· Ability to walk and stand for prolonged periods
· Ability to bend, sit, kneel, squat, reach, and stand to access equipment components
· Ability to work in outdoor environments, exposed to heat, sunlight, rain and cold
· Availability to work on days, nights, weekends, and holidays, as needed
· Ability to arrive to work, meetings, sites, etc. dependably and timely
Profile
· Focused on customer service
· Organized and self-motivated
· Friendly, welcoming, approachable
· Unfazed under pressure
· Willing to try new ways
Job Type: Full-time
Pay: $42,000.00 per year
Ability to commute/relocate:
- Hamilton, ON L8P 4Y5: reliably commute or plan to relocate before starting work (required)
Experience:
- Supervising: 2 years (required)
Work Location: In person
