Operational Communication Coordinator

Shift Details
Location: NOC Oakville (primary); Occasional travel to Union Station Bus Terminal (USBT)
Shift Hours: Various
Start Rate (Non-negotiable): $26.49 per hour

What will I be doing?

• Monitor GO Transit/UP Express rail and bus operations, identifying service impacts and customer implications in real time.
• Develop and distribute timely, accurate customer communications across multiple channels, including On-The-GO alerts, website, station signage, social media, public announcements, and internal platforms.
• Communicate service disruptions, delays, and recovery plans clearly to customers, frontline staff, and internal stakeholders.
• Coordinate and implement customer communication plans in collaboration with Network Operations Control (NOC) teams and external partners to meet established service standards and KPIs.
• Monitor operational systems, communication platforms, radios, and cameras to support effective customer information management.
• Manage customer messaging during service recovery and major disruptions, ensuring accurate and consistent information is delivered across all channels.
• Program and maintain automated public address systems and communication tools at Union Station and across the transit network.
• Support customer experience initiatives, including trip planning, passenger assistance requests, lost and found inquiries, and customer escalations.
• Assist with onboarding, training, knowledge sharing, and process improvement activities, including shadowing opportunities and procedural support for new employees.
• Analyze service issues and trends, maintain knowledge of policies and procedures, support after-hours customer communications, and perform additional duties as assigned.

What Skills and Qualifications Do I Need?

• High School Diploma required; post-secondary education in Business Administration, Customer Service, Contact Centre Operations, or a related field is considered an asset.
• Demonstrated experience in customer service, contact centre operations, transit operations, or a similar fast-paced operational environment.
• Exceptional written communication skills, including a minimum typing speed of 60 words per minute, with the ability to produce accurate and professional customer-facing communications.
• Strong verbal and written communication skills with the ability to respond to inquiries clearly, efficiently, and accurately.
• Proven commitment to customer service excellence, with the ability to assess customer needs, exercise sound judgment, and provide effective solutions.
• Demonstrated ability to interpret real-time operational information and translate complex service impacts into clear, concise, and customer-friendly messaging.
• Strong coordination and collaboration skills, with the ability to work effectively across operational and cross-functional teams.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience using multiple computer applications, digital communication platforms, and technology tools.
• Excellent organizational, prioritization, time management, and multitasking skills, with the ability to work independently and perform effectively under pressure.

• Strong problem-solving, conflict resolution, and de-escalation skills, supported by a solid understanding of customer service best practices; experience in the transit industry is considered an asset.

  Assets Include:

• Fluency in French, meeting Ontario Public Service (OPS) bilingual proficiency standards.
• Knowledge of transit operations, service delivery, and incident management within a public transportation environment.

This is a 24/7-hour operational role, and the successful candidate(s) will be expected to work shift hours, which may include weekend, and or overnight shifts located at the NOC in Oakville.