Supervisor, Demand Response-Service Coordinator

Ready to orchestrate a seamless transportation experience for our community 24/7?

WHO WE'RE LOOKING FOR

The Supervisor, Demand Response -Service Coordinator reports directly to the Manager, Demand Response Operations.  This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week.

 

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties. 

• Responsible for direct staff and service monitoring, evaluation of schedules, daily service decisions and coordination of activities of the Service Coordination staff to include dispatch, scheduling and customer day of service calls.
• Assist Manager in monitoring key performance metrics including on-time performance, diminished runs, vehicle productivity, call center productivity, quality of call center dispatch and schedule effectiveness.
• Supervise the Demand Response Control Center that includes scheduling work assignments, providing weekly/monthly productivity and quality control assessments, annual performance evaluation and disciplinary actions for employees.
• Recommend and develop changes to policies, procedures, and programs that focus on improving the effectiveness of employee and operational performance. 
• Manage Service Coordinators (SC) through training and job development, coaching, and feedback; evaluating performance, and holding SC staff accountable for individual performance through Quality Assurance observations.
• Partner with Human Resources in the recruiting, selection, and training of new SC staff and/or temporary staffing needs.
• Develop and implement a customer service improvement plan and work schedules to achieve departmental performance goals. 
• Initiate customer service improvements and support the role of the SC, including communication between contracted dispatch centers, drivers, and Customer Service Representatives (CSRs).
• Oversee Computer Assisted Scheduling and Dispatching (CASD) software training for Control Center SC employees in use of dispatch and scheduling tools, as well as development of check lists and processes which increase Center effectiveness and efficiency. 
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
• Serve as the primary classroom trainer for Service Coordinators.
• Perform other duties and required and/or assigned.

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED: 

Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations. 

WHAT YOU BRING

• High School Diploma or GED
• Six (6 years of progressively responsible transit dispatch and scheduling, transportation logistics, transit management or demand response experience.
• Two (2) years of supervisory/lead experience of control center staff in a bargaining unit environment preferred. 

Knowledge, Skills and Abilities:

• Working knowledge of transit dispatch and scheduling practices, planning methods, and performance measurements.
• Skill in planning and completing assignments independently; highly organized and detail-oriented.
• Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness.
•    Set a positive and professional example for others to emulate.
• Communicate effectively, both verbally and in writing.
• Establish and maintain positive working relationships with co-workers and the public. 
• Effective use of a PC and common office functions, including keyboard and mouse usage, and strong working knowledge of Windows, Excel, MS Office and electronic mail software applications.

Service Impacts Core Team Member 

This position has been identified as a member of the Service Impacts Core Team.  As a member of the Service Impacts Core Team, the person in this position may be required to attend weekly meetings to ensure that Tier 1 and 2 Service Impacts are processed smoothly throughout the agency, ultimately, to provide the greatest service possible to our customers.  Tier 1 and 2 Service Impacts are routine impact