Lead Driver - Metro QC

Knowledge and Experience:

• High School diploma or equivalent
• Paratransit ADA experience required
• Must have extensive knowledge of FTA and ADA guidelines
• Prior dispatching/reservation experience required
• Must Possess a valid IL Driver’s License and have an acceptable driving record.
• Minimum of 2 years of experience as a full-time paratransit operator required
• Prior lead or supervisory experience preferred
• Knowledge of project specific vehicles, components, and data/communications systems
• Strong customer service attitude
• Intermediate knowledge and experience of Microsoft Office Suite
• Transportation Dispatching Software knowledge required

 

Skills:

• Excellent planning and leadership abilities 
• Excellent communication and interpersonal skills
• Must be detail oriented
• Self-motivated
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Ability to read, write and speak English
• Ability to communicate effectively and work with all departments
• Ability to work independently and objectively
• Ability to de-escalate situations/ incidents with passengers, employees, and the general public
• Ability to make decisions, manage change and time
• Strong analytical and reporting skills

Key Accountabilities:  

Road Supervision/Dispatch & Reservation:

• Oversee driver and vehicle operations. Enhance customer service, support drivers during revenue service, respond to accidents or incidents, monitor condition of bus stops, assess operating conditions and on-time performance.
• First line of response in service delivery for incidents and accidents. Must respond to accidents and must follow all reporting policies and procedures.
• Monitor operators in service to ensure they meet uniform and equipment standards and are in possession of proper licensing and certifications.
• Assist dispatch staff with vehicle change outs that occur in the field
• Provide feedback to safety and operations departments on service items that affect safety and performance, identify potential safety hazards, and provide feedback to be incorporated into daily operations procedures
• Follow company safety and operational rules and procedures
• Ability to work under stress and meet strict timelines
• Handle Special Event management
• Monitor pullout to ensure on-time performance
• Inspects vehicles for damage and compliance with safety standards
• Coach employees based on onboard surveillance technology and observation in the field
• May be assigned to operate a vehicle based on business needs
• Perform dispatch/reservation duties as needed to ensure full coverage.
• Makes regular observations of operators to ensure high-quality service provision
• Respectfully enforces Keolis’ and MetroLINK policies and procedures as well as the code of conduct
• Accountable for driver group safety performance
• Conducts field supervision of the operators to assess performance and competence
• Prepares and delivers regular driver scorecard results, coaching drivers to ensure continual improvement
• Accountable for the operators’ contribution to the overall customer experience
• Assists with customer comments investigations
• Build a positive relationship with the operators
• Addresses driver performance issues, providing coaching when appropriate
• Acts as liaison between drivers and other departments
• Work with applicable Keolis resources to recruit, interview, onboard, train and retain qualified operators.
• Other duties as assigned

Training

• May provide behind-the-wheel (BTW) training for new operators and trainees
• Conducts on-board evaluations and in service training to operators according to schedule and/or need
• Provides BTW retraining as directed
• Evaluates new operator driving skills using appropriate checklists and evaluation forms.
• Provides appropriate feedback to new operators
• Serve as role model and mentor to new operators
• Identifies retraining needs
• Recognizes and reports safe and unsafe acts / conditions to Management.
• Provides feedback to General Manager regarding training needs
• Assists with identifying additional or refresher training needs based on current trends within the employee base

Safety

• Comply with all requirements of the Road Traffic Safety Management System
• Comply with the rules, laws and regulations relating to road safety
• Report any