Control Center Operations Supervisor

Transit Operations Supervisors support and supervise Dispatchers, Customer Service, and Reservationists. Aids Road Supervisors and Bus Operators in providing safe and reliable transportation services; provides operational guidance; responds to system emergencies (accidents/incidents/customer problems), conducts investigations, and completes investigative reports, and directly supervises radio dispatch functions.  Offers and executes coaching and counseling disciplines as needed. Provide support to Dispatch and Reservations as needed. Responds to customer complaints sent through Customer Service department. Provides assistance and handles escalated radio and telephone calls from Bus Operators and customers in both Dispatch and the reservationist department.  Authority to implement corrective action as needed to ensure employees adhere to Company and Client policies. 

This position has direct authority over dispatch and call center staff and provides assistance and information to Dispatch Manager and Customer Service Manager regarding all personnel interacting with department. Ensures Dispatchers and Call Center staff follow Policy and Procedures set forth by the Company and client; may assist in investigating and determining required disciplinary or coaching actions upon confirmation of policy violations.  Routinely monitors service and employee performance to ensure location service requirements are met and takes corrective action as needed.  This position requires significant independent judgement to make decisions to ensure services are delivered in compliance with Company and Agency policies and safe work methods. 

Essential Job Functions:

·       Monitors radio channels and responds to Operational needs.

·       Monitors Dispatch and Call Center performance.

·       Maintain a positive working relationship and communication channel with client agency personnel.

·       Ability to delegate and prioritize the assignment of work to team members including Dispatchers and Call Center staff.

·       Must be able to directly supervise Call Center Dispatchers and Reservationist employees.

·       Excellent written and verbal communication skills.

·       Monitors overall system operations including time schedules, route problems, passenger transfers and other system related issues to ensure proper dispatch, Road Supervisory and Operator resources are deployed.

·       Monitors performance and adherence to Transdev and Client policies.

·       Performs investigations of customer comments and complaints as they pertain to Dispatch.

·       Respond and investigate service failures related to Dispatch. Identify causes, partner with Dispatch Manager to discuss corrective action plans, coaching, and/or discipline as needed.

·       Use customer provided reports, obtain and review video or electronic recordings.  Reference written reports provided by other employees including Operators, Dispatchers, Road Supervisors Call Center staff and general public.

·       Provides a written response to the customer comment as needed.

·       Assist Management in Dispatcher scheduling to ensure department and functions are staffed in accordance with operational needs.  May at times backup daily functions for Dispatch, Reservations, and Scheduling in cases of staff absences or operational needs.

·       Use dispatching and scheduling tools such as Command Console, Transdev VISION, and Trapeze to manage day to day service delivery and provide training to other staff in their use.

·       Ensures service emergencies are properly responded to by dispatch and call center staff and that a service recovery plan is in place.

·       Reviews Dispatch and Supervisor reports to ensure accuracy and completion and that all departments receive necessary reports including Safety, Operations and Maintenance.

·       Requires the ability to assume the daily functions of Dispatch or Call Center should operational need arise.

 Purpose and Nature of Work Relationships:

Extensive and continuous communication with co-workers through radio frequency, telephone, and face-to-face communications; works with other departments including discussing vehicle issues with maintenance personnel, accident/incident issues with the Safety/Training Department, and labor and discipline issues with Transportation and Human Resources management personnel; moderate contact with others outside the organization. At times communicates with the passengers including providing information, resolving disputes. Communicates with the client agency concerning customer comments, investigating and reporting route issues, and other operational concerns; works with emergency authorities (police, fire, medical) in the event of an accident/incident.

Percentage of Time for Essential Duties and Major Responsibilities:

·       Supervise Daily Dispatch, Call Center Functions    50%

·       Commend, Coach/Counsel and Discipline Employees    20%

·       Monitor service and department performance    10%

·       Investigative work for complaints, and service incidents    10%

·       Administrative functions   10%

Essential Knowledge and Skills:

·       1-year prior experience in Dispatch or Call Center

·       1-year prior supervisory experience.  Transportation experience preferred. 

·       High School Diploma or General Education Diploma (GED) required.

·       Ability to work in a fast-paced, deadline-oriented field environment.

·       Must have the ability to obtain knowledge of Greater Portland Metropolitan vicinity.

·       Must be proficient in use of common office computer systems including MS Office, and various other Transdev support systems including VDS, Command Console and Vision.

·       Demonstrated ability to plan, assign, and supervise the work of subordinate employees engaged in a variety of activities.

·       Ability to work various hours/shifts and split off days.

·       Demonstrate ability to identify and understand problems and to determine the appropriate measures it takes to solve problems.

·       Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.

·       Ability to work independently with minimal supervision.

·       Ability to maintain a variety of complex records and to prepare reports.

·       Excellent communication skills both written and oral.

·       Ability to manage customer relationships, provide strong customer service skills and work in a fast-paced team environment.

·       Proven organization skills, understanding importance of prioritizing effectively and managing multiple tasks in an environment with ever competing demands.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations, as sanctioned by the Department of Transportation, may be made to enable individuals with disabilities to perform the essential functions.

·       Performs physical activities that require considerable use of the arms, repetitive hand-wrist motion, and legs and moving the whole body, such as walking, standing, and handling materials.

·       Ability to stand and sit for long periods of time, to kneel/bend, and to move throughout the workday,

·       Strong sensory skills, such as good hearing, dexterity, and good eyesight.

·       Ability to lift and/or carry 50 lbs.

·       Ability to sit for prolonged periods working on a computer, phones and radio

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status or any other classification protected by federal, state, or local law.