Supervisor, Demand Response-Service Coordinator

WHO WERE 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 YOULL 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

Operations & Service Delivery Leadership

• Supervise and coordinate daily Demand Response Control Center operations including dispatch scheduling customer day-of-service communications work assignments and service delivery decisions to ensure safe efficient and reliable transportation services.
• Monitor operational performance metrics including on-time performance vehicle productivity schedule effectiveness call center productivity diminished runs and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals.
• Evaluate service demand run performance and optimization tools to develop and implement run cuts schedules and service improvements that support operational efficiency and customer service objectives.

Staff Leadership Development & Performance Management

• Lead supervise and develop Service Coordination staff through coaching training mentoring performance evaluations quality assurance observations productivity assessments and corrective or disciplinary actions to ensure accountability and high performance.
• Partner with Human Resources in workforce planning activities including recruitment selection onboarding and training of new and temporary staff.
• Serve as the primary trainer for Service Coordinators overseeing classroom instruction and ongoing development for dispatch scheduling customer service and operational processes.

Training Process Improvement & Program Development

• Develop implement and maintain training programs operating procedures checklists and technical training materials to support effective use of scheduling dispatch and call center systems.
• Recommend develop and implement policies procedures and service improvement initiatives that enhance employee effectiveness operational performance customer experience and Control Center efficiency.
• Support continuous improvement efforts by identifying operational gaps developing customer service improvement plans and driving initiatives that advance departmental and organizational objectives.

Technology Reporting & Operational Support

• Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD) automatic vehicle location systems telephone systems and other internal technologies used in service delivery and performance management.
• Utilize operational systems and data to identify performance improvement opportunities prepare weekly and monthly operational reports and support data-driven decision-making.
• Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators dispatch centers drivers customer service staff and other stakeholders.

Compliance Safety & Stakeholder Collaboration

• Collaborate with leadership service providers and internal stakeholders to ensure compliance with ADA complementary paratransit requirements labor agreements organizational policies and service standards.

• Foster and maintain a positive safety culture by promoting the health safety and security of employees and ensuring transportation services are delivered safely and effectively for all passengers particularly individuals with disabilities; communicate operational issues trends and performance concerns with service providers to support continuous service improvement.

CapMetro SMS Support & Other Duties

• Support Capital Metropolitan Transportation Authoritys Safety Management Systems (SMS) process by ensuring staff follows safety and security policies considers safety in every action and ensures safety and security concerns are reported.

• Perform other position related duties as 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

• Eight (8) 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 impacts including 5K/10Ks charity walks parades UT Football games and unplanned impacts including emergency activities traffic accidents road construction and significant traffic from major rare instances this will require working outside of normal business hours.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs. perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions. Regular and predictable attendance at assigned work location is an essential function.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

WORK AUTHORIZATION

Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.

Mobility Status:

As an Onsite position the incumbents primary workplace is a CapMetro facility or field location. Expected to work in the office or field location 4 days a status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY

CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability pregnancy age or any other protected characteristic as outlined by federal state or local laws. CapMetro makes hiring decisions based solely on qualifications merit and organization needs at the time.