Crew Operations Supervisor

Job Summary
Supervises train functions and facilitates day-to-day train calling operations at the Centralized Crew Management Center. Works with Operations Center, Labor Relations, Labor Organizations, as well as Divisions and Field Operations partners to operate an on time network. Participates in conference calls and prepares both standard and ad hoc reports as requested for all parties. Assist in the management and execution of the Electronic Bid System as assigned. Supports Supervisors and Crew Dispatchers in the execution of their duties, including monitoring crew availability, crew delays, and calling errors. Maintain the accountability of the work force by the application of the appropriate IDPAP and office policies.

Primary Activities and Responsibilities

• Use available reports, tools, and data to develop and implement processes and procedures to improve call center functionality and timelines
• Identify issues and areas for technology enhancement and improvements to existing systems
• Participate in testing of new and existing applications used by CMC -Support Supervisors at CMC and Crew Dispatchers to insure on time calling of train crews
• Support Managers in the execution of the EBS system, including manpower, availability, job adjustments, crew assignment forms, etc.
• Communicate crew status and shortages with field and network partners
• Proactively identify consistent barriers to full optimization of automation within CMC
• Utilize call monitoring, processes and coaching to improve the customer experience with CMC
• Miscellaneous activities and responsibilities as assigned by manager

Minimum Qualifications

• Bachelor's Degree/4-year Degree
• 1 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Equivalent Minimum Qualifications

• High School Diploma/GED
• 3 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Preferred Qualifications

• Bachelor's Degree/4-year Degree
• 3 or more years of experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics
• 3 or more years of supervisory experience in Call Center Operations, Crew Management, Railroad Operations, Operations Research, Dispatching / Train Dispatching, Transportation, or Logistics

Knowledge and Skills

• Knowledge of Transportation Employee Calling System (TECS)
• Knowledge of Bids System and Awards such as, Electronic Bids System (EBS)
• Knowledge of Mainframe systems to include Train / Job Profile Inquire (TMPI), Train Operations Train Inquiry (TOTI) and Phone Systems
• Microsoft Office Skills (Word, PowerPoint, Excel, and Outlook)

Leadership
The CSX Leadership Model is the foundation of our Talent Strategy and is what drives CSX performance. CSX accordingly selects and develops talent based on each of the following: producing results, creating change, and inspiring excellence.

Job Requirements

• Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)

CSX is passionate about building a workforce that reflects the diverse communities we serve, one in which all individuals are valued, appreciated, included, respected and proud to be equal members of our team. We are nationally recognized for our commitment to diversity and inclusion, as well as our support for veterans and reservists. Take the next step and move your career forward with CSX. CSX, based in Jacksonville, Florida, is a premier transportation company. It provides rail, intermodal and rail-to-truck transload services and solutions to customers across a broad array of markets, including energy, industrial, construction, agricultural, and consumer products. For nearly 200 years, CSX has played a critical role in the nation's economic expansion and industrial development. Its network connects every major metropolitan area in the eastern United States, where nearly two-thirds of the nation's population resides. It also links more than 230 short-line railroads and more than 70 ocean, river and lake ports with major population centers and farming towns alike. More information about CSX Corporation and its subsidiaries is available at www.csx.com. Connect with us on Facebook