Operations Supervisor

Operations Supervisor

Job Location s: US-TX-El Paso

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Position Type:
Regular Full-Time

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The Operations Supervisor, through direct involvement with the General Manager, Operations Manager, and Call Center Manager, controls the daily delivery of the para-transit service and has the overall responsibility for on-time performance, productivity, driver, and vehicle assignment. The Operations Supervisor reports to the Call Center Manager.

Key Responsibilities & Accountabilities:

The following is not intended to be a comprehensive list of the essential functions of the Operations Supervisor position, but rather a general description of some of the requirements necessary to carry out the duties and responsibilities of this position. The Operations Supervisor must be able to perform the following tasks, among others:

Job Responsibilities:

• Supervises a sub-department within a department consisting of 10 employees.
• Reviews key performance indicators and adjusts services to ensure on-time performance.
• Controls on-time performance of routes and ensures each route is covered daily; reviews driver performance multiple times per day utilizing specific reports.
• Identifies and communicates via 2-way radio or other communication device, potential rerouting required because of traffic, construction or accident situations.
• Monitors workforce level and identifies driver shortages.
• Schedules subcontractor assignments to achieve optimal fleet efficiency.
• Coordinates emergency communications in the event of service disruption.
• Assigns open work and overtime to drivers and develops the daily operating board.
• Coordinates with maintenance staff by assisting with vehicle change outs that occur in the field minimizing service disruption and inconvenience to passengers.
• Respond to individual employee/passenger concerns in a manner that includes investigation and follow-up to appropriate department managers.
• Liaises with relevant personnel regarding booking and scheduling issues.
• Ensures that operation follows both client and company policies and procedures.
• Clearly communicates each staff member's roles and responsibilities and provides support to help staff accomplish assigned objectives.
• Prepares required operating reports for management staff.
• Respects and maintains the confidentiality of all employee records, business records, client and customer information, data, and other information not otherwise available to the public.
• Demonstrates regular and consistent attendance and punctuality in compliance with the company attendance policy.
• Works flexible hours and on weekends and holidays as required.
• Possess the ability to make key decisions as needed.
• Tasked with ensuring schedules are updated on a weekly basis and recorded in the scheduling software.
• Reviews, approves, or deny driver time-off requests.
• Ensure that all impacted passengers are notified and keep informed of their transportation status.
• Analyze and adjust system routing parameters, as needed, for scheduling efficiencies.

Working Conditions:

The Operations Supervisor works in an office environment and may be called upon after hours from time-to-time by office employees or managers, in an emergency, or other reasons as required. The job requires the following physical activities: sitting, standing, walking, typing, filing, answering phones.

Talent Requirements:

• Strong leadership skills with the ability to set clear expectations, coach, develop and motivate staff.
• Ability to effectively delegate tasks, provide appropriate supervision and follow up to department staff.
• Excellent communication and presentation skills with an ability to influence people at all levels of the organization.
• Analytical with a strong attention to detail.
• Highly organized with the ability to handle multiple projects simultaneously while exceeding established goals and objectives.
• Ability to provide excellent customer service and present a professional demeanor.
• Knowledge of the transit service area and system parameters, client, and service operating requirements.
• Working knowledge of Trapeze or similar transit scheduling software and the skills to resolve situational challenges.
• Proficient in Microsoft Office software including spreadsheet, word-processing applications, etc.
• Able to use multi-line phone system and handle multiple tasks concurrently, accurately, and effectively.
• Ability to work a variety of different shifts and flexible hours including days, evenings, over nights, holidays, and weekends.
• Ability to work independently and objectively, plan and schedule work.
• Ability to remain polite, professional, and courteous while communicating with customers and other staff.
• Ability to remain calm and manage emergency situations and ensure the safety of all customers and employees.
• Ability to hold the respect and confidence of all employees.
• Strong…