Sr Operations Supervisor

Sr Operations Supervisor – Quebec City

DHL Express is the world’s #1 Express Delivery and Logistics Company. We are looking for a highly motivated leader to manage daily pick‑up, handling and delivery operations, ensuring cost, efficiency, accuracy and on‑time distribution while driving continuous improvement.

Responsibilities

• Recruit, orient, train, schedule, manage and recommend discipline for all operations staff.
• Establish and implement productivity, quality and cost measurements & strategies to achieve desired operational results.
• Ensure timely and accurate handling of outgoing freight daily in accordance with established standards and procedures.
• Lead the exports team and coordinate courier debriefs with remote couriers.
• Complete accurate and timely reports for management as required (staff schedules, attendance records, recruitment/payroll documentation, dangerous goods incidents, health and safety, load quality, arrival/departure, etc.).
• Ensure successful implementation and continued application of scanning technology.
• Apply an appropriate leadership/management style with open communication to motivate staff.
• Ensure sufficient staff resources, materials and supplies are available at all times.
• Ensure warehouse is organized and set up for the next shift.
• Maintain equipment in safe, efficient operating conditions.
• Establish and maintain a proactive safety program in compliance with legislative requirements and the collective agreement.
• Investigate employee complaints/grievances, prepare written replies and liaise with the Manager, Employee Relations & Service Centre Manager regarding final responses.
• Establish and maintain a proactive security program to safeguard the company’s physical assets.
• Implement and follow up on customer‑service solutions determined by the Sales resource team.
• Identify, track and adjust operations to meet service standards by auditing & measuring productivity and results.
• Reroute and guide operations as necessary to respond to changes & emergencies.
• Update operations and sales management on issues as required.
• Address customer complaints and escalated items professionally and expediently.
• Perform other assignments (e.g., assist the Service Centre Manager) as required.
• Ensure internal and external customer satisfaction.
• All materials, on‑hand & on‑road and exported are scanned.
• All inbound freight ready for delivery is put on the road and serviced per Global SOP and productivity requirements.
• Maintain 100% courier debrief compliance daily.
• Ensure 100% shuttle departures daily.
• Ensure pick‑up and delivery standards are met.
• Identify and address root causes of service failures.
• Control staff overtime costs within approved budget.
• Maintain compliance with Transport of Dangerous Goods and WHMIS.

Qualifications

• Excellent interpersonal and communication skills (written & oral).
• Flexible coverage of both AM and PM shifts; some weekend work may be required during peak periods.
• Demonstrated leadership, analytical, problem‑solving, time‑management and organizational skills.
• Very good PC skills (Office suite, Word, Excel, Outlook, PowerPoint).
• Working knowledge/interpretation of Collective Agreements & Occupational Health & Safety Act.
• Drive, initiative and flexibility to ensure task completion.
• College or university designation in an appropriate discipline.
• Ability to manage multiple activities/deadlines.
• Assertiveness and leadership ability.
• Must complete Transport of Dangerous Goods & WHMIS training courses.
• Minimum 3 years of warehouse/on‑road operations experience in the courier industry.
• Knowledge & compliance with Dangerous Goods/WHMIS special handling procedures.
• Prior work experience with quality/process improvement initiatives.

Additional Information

• Seniority Level: Director
• Employment Type: Full‑time
• Job Function: Management and Manufacturing
• Industries: Transportation, Logistics, Supply Chain and Storage
• All applicants must pass interviews, a criminal background check for all countries lived in for the past 5 years, and other required background checks.

Thank you for your application. Those selected for an interview will be contacted.

We are an equal opportunity employer and believe we will succeed through the recruitment and development of staff who represent the broad diversity of the Canadian workforce.