Operations Supervisor

The Operations Supervisor is responsible for supervising, scheduling, training, and dispatching Coach Operators. In addition, this role ensures for the Americans with Disabilities Act (ADA) coordination of duties and performs a variety of administrative tasks. The Operations Supervisor performs system maintenance duties, receives, records, investigates and responds to comments and complaints, maintains bus routes and facilitates driver training.
 

A qualified individual with a disability must be able to perform the essential functions of the position with or without reasonable accommodation.

• Ensures safe work practices and resolves safety issues within the department; engages in the development and implementation of processes, behavior, and culture to build best-in-class safety performance while ensuring compliance with all applicable OSHA and other regulatory standards.
• Maintains positive employee relations within the department, ensuring practices are fair and consistent with the organizational philosophy; leads and models a positive employee culture.
• Partners with human resources relative to performance management, progressive discipline, attendance practices, policies, staffing, and terminations; provides positive and constructive training, coaching, and feedback to employees.
• Supervises personnel to include providing the necessary tools and resources, completing performance evaluations, completing timesheets, resolving personnel issues, and providing employee coaching and training.
• Assigns labor and projects based upon the availability of staff and prioritization of project schedules.
• Oversees Americans with Disabilities Act (ADA) coordination duties which includes; monitors contracts, provides eligibility determinations, addresses contract compliance issues and assists with the selection of newsletter content.
• Dispatches Drivers by answering telephones, monitoring the radio, and providing instructions to departmental personnel, as needed; authorizes and directs information to personnel to reroute passenger services and vehicles when detour and schedule interruption situations occur.
• Coordinates communication with the maintenance department, emergency services, police services, Deputy Directors and other applicable parties.
• Performs a variety of administrative functions including the facilitation of group tours, counting coins, preparing reports and submitting timesheets.
• Performs system maintenance duties such as placing and maintaining bus stop signs and updating and maintaining the talking bus system.
• Receives, records, investigates, and addresses comments and complaints.
• Conducts driver training which includes determining and preparing agendas for the training of new Drivers and determining class and driving times.
• Maintains bus routes which includes creating run/route books.
• Coordinates vehicle availability and replacement equipment with the maintenance staff.
• Creates special service arrangements, additional services, or reroute schedules to ensure adequate service.
• Researches, identifies, investigates, and documents customer service complaints and issues; identifies root cause(s) and corrective actions to prevent from future occurrences.
• May perform other duties, as assigned.

 

• High School Diploma and a minimum of 1-year of specialized training in business or a field related and 2-years of progressively responsible supervisor or field related to area of assignment; equivalent combination of education and experience sufficient to successfully perform the essential functions of the job will be considered.
• Certifications and valid licenses are required, as follows: valid Michigan Driver's License and Commercial Driver License with Class B passenger endorsement.

• Previous knowledge and experience of ADA compliance.
• Knowledge of safety practices and hazardous conditions to provide a safe work environment.
• Demonstrated experience participating in and leading continuous improvement efforts.
• Strong, clear communicator and excellent interpersonal skills; proven ability to effectively and positively communicate with all levels within an organization.
• Previous experience working collaboratively within a collective bargaining environment; ability to develop and nurture strong, productive relationships with union leadership, respecting established processes and fostering an environment of mutual respect.
• Demonstrates a sense of urgency, prioritizes well, shows energy, responds to opportunities, instills urgency in others, and meets deadlines.
• Ability to maintain and effectively organize detailed records of procurement history.
• Previous experience with preparing reports, researching information, gathering, analyzing and interpreting data.
• Demonstrated experience planning, scheduling and organizing personnel.
• Strong organizational, multi-tasking and prioritizing skills.
• Ability to effectively present information and materials to the public.
• Excellent experience with Microsoft Office applications, specifically Excel.