Supervisor, Transit Information

Minneapolis, MN - USA

Yearly Salary: $ 80142 - 130062

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

WHO WE ARE

We are the Metropolitan Council the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation wastewater and housing services.More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Councils Metro Transit Division is one of the countrys largest transit systems employs more than 3000 people and provides ridership through an integrated network of buses light rail and commuter trains as well as a resource for those who carpool vanpool walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

TheTransit Information Center Supervisor is an exciting and dynamic position that oversees Transit Information Center and staff ensuring accurate accessible customer-friendly information is available to our customers through a wide-variety of tools and channels. The Transit Information Center is the regional contact center providing essential transit information to customers so they can successfully utilize transit services.

This position is eligible for a hybrid (both remote and onsite) telework arrangement.The candidates permanent residence must be in Minnesota or Wisconsin.

What you would do in this job

1. Supervise day-to-day operation of Transit Information Center and Transit Information Center Staff:

Effectively monitor performance of Transit Information Staff and provide feedback in both in-person and remote environments; receive feedback from staff to develop and implement workplace improvement initiatives
Oversee and evaluate delivery of transit information via phone chat/text and in-person
Analyze contact center metrics to identify resource needs; ensure staff allocation matches customer needs
Create professional development plans for Transit Information Staff; introduce coaching and corrective actions to improve performance of staff as appropriate
Identify trends provide feedback to internal stakeholders for decision making and continuously adapt Transit Information Center training and approaches to meet changing customer needs

2. Ensure Council policies and procedures are adhered to and implemented fairly and consistently:

Administer FMLA and other medical leave requests
Document performance issues accurately and consistently and coordinate disciplinary actions including preparing standard documentation and materials for appropriate disciplinary actions
Lead disability management and reasonable accommodation requests for Transit Information Center Staff.
Understand and follow disciplinary timelines and necessary communication processes
Thoroughly understand union contracts and established past practices and precedents

3. Support customer information data tools and systems:

Document feedback from Transit Information Center staff and customers regarding customer information data tools and systems
Display advanced understanding of all customer information data tools and systems and educate staff regarding usage; act as owner of individual tools and systems
Assist in the prioritization of enhancements of individual tools and systems based on impact to staff and customers; lead efforts to enhance data tools and systems
Support adoption of new tools and systems as they become available
Thoroughly understand stop and route level transit data; understand data flow and data architecture to effectively troubleshoot and resolve issues

4. Manage and support Transit Information projects and initiatives and related customer information projects:

Support annual Transit Information Center work plan development prioritizing projects and tasks for the year
Lead and support projects that improve the customer experience through improved data tools systems and staff development
Develop effective project communication plans ensuring project team and stakeholders are aware of project goals milestones and progress
Proactively engage internal stakeholders for project support and successful implementation
Coordinate and support TIC Lead & TIC Rep 2 involvement in customer information projects
Lead data quality accuracy and availability of customer information

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience (in customer relations/contact center or a closely related field) AND completed education (degree field of study in communications marketing business or a closely related field) with one (1) year of verifiable lead or supervisory experience:

High school diploma/GED and seven (7) years of experience
Associates degree and five (5) years of experience
Bachelors degree and three (3) years of experience

*Optional Lead Credit for Metropolitan Council Employees: Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the three programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

*Metropolitan Council Employees Only.Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Program	Number of years of supervisory experience program counts for
Metro Transit Leadership Academy	1 year
Project Management Development Program-12-month session	1 year
Project Management Development Program-6-month session	6 months
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience. Leading Self-Personal Effectiveness Certificate Leading Self-Communication Certificate Leading Self-Business Skills Certificate Leading Others-Preparing for Supervisor Certificate	6 months

What additional skills and experience would be helpful in this job (desired qualifications):

Knowledge of Project Management Methodologies
Ability to continuously improve tools data and systems
Skilled communicator
Ability to effectively document and synthesize data for planning and reporting

What knowledge skills and abilities you should have within the first six months on the job:

Knowledge of Transit Information data tools and systems
Knowledge of Met Council and Metro Transit policies and procedures
Knowledge of Customer Service methodologies
Knowledge of Supervisory methodologies
Skills in Transit Information tools systems and data
Skills in performance coaching and training
Skills in analyzing performance data to inform business processes
Skills in project management and support
Ability to communicate effectively with direct reports internal and external stakeholders and Senior Management
Ability to effectively lead teams to build consensus and effectively perform responsibilities
Ability to support and foster professional development of staff
Ability to utilize data to plan work and execute work effectively
Ability to promote an equitable positive and respectful work environment that values diversity among all employees

What you can expect from us:

We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
We encourage our employees to develop their skills through on-site training and tuition reimbursement.
We provide a competitive salary excellent benefits and a good work/life balance.

More about why you should join us!

Additional information

Union/ Grade: Transit Management Supervisor Association (TMSA)/ Grade G
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

We review your minimum qualifications.
We rate your education and experience.
We conduct a structured panel interview.
We conduct a selection interview.

Once you have successfully completed the steps above then:

If you are new to the Metropolitan Council you must pass a drug test (safety sensitive positions only) and a background check which verifies education employment and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction you do not automatically fail. The Metropolitan Council considers felony gross misdemeanor and misdemeanor convictions on a case-by-case basis based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job youre applying for is safety sensitive is a supervisory or management job is in the Finance Information Services Audit or Human Resources departments or has access to financial records files/databases cash vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity Affirmative Action and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color members of the LGBTQ community individuals with disabilities women and veterans to apply.

If you have a disability that requires an accommodation during the selection process please email .

Required Experience:

Manager

WHO WE AREWe are the Metropolitan Council the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation wastewater and housing services.More information about us on our website.We are com...