Transit Operations Division Supervisor - Metro : Job Details

Metro is seeking a Transit Operations Division Supervisor to supervise daily street service operations and customer service issues in either an assigned Service Sector that covers designated fixed routes or in the Central Business District; supervise an assigned group of operators and makes regular assessments of their performance; and to oversee and manage as necessary.JOB DUTIES

• Supervise, lead, and motivate operators and be their real-time, in-service resource for assistance.
• Correct and monitor Operators on proper work procedures, safety, customer service, and company policies/procedures.
• Perform Time Point Checks and Ride Checks and complete Ride Check Reports to ensure operators are running on time, providing friendly customer interaction, and maintaining coach cleanliness.
• Supervise operations and use Transit Master to communicate real time operational issues, including schedule adherence, to RCC (Radio Communications Center), elevate issues to proper personnel to prevent missed trips and ensure achievement of our goals and objectives in safety, customer service, and on time performance.
• Initiate and issue bus operator commendations and discipline. Recommend training or retraining, as appropriate to ensure compliance with Authority policies.
• Manage and control accident scenes.
• Investigate accidents, incidents, disputes and disturbances as assigned, in accordance with Authority policy and in conjunction with involved authorities. Complete all required associated reporting on these matters.
• Supervise drug and alcohol testing of all coach operators, including post-accident, random and reasonable suspicion testing. Make independent reasonable suspicion determinations.
• Provide customer service by speaking with customers about their experiences, coordinating dispute resolution among customers and operators, transporting customers in problem situations, and responding to extra service route problems.
• Perform general maintenance on coaches including but not limited to: replacing or repairing jammed/malfunctioning fare boxes, fixing or adjusting coach mirrors and wiper blades.
• Check and secure detours for transit operations by driving to ensure detour is usable, posting the detour signs as appropriate, and communicating detour information.
• Miscellaneous duties may include responding to calls from RCC, monitor cameras, radio and ensure Bus Operator uniform compliance.
• Performs assigned duties during special events and weather emergencies to optimize service performance.
• Ensures compliance with Labor Agreements, EEO, ADA and company policies and procedures.
• Promote a team environment.
• Serve as an Essential Employee to continue the Authority's operation during an emergency or weather related event.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Work in compliance with Metro's safety and security policies.
• Other duties as assigned.

POSITION QUALIFICATIONSCompetency Statement(s)

• Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
• Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
• Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency - Able to multi-task, plan and measure results, create and analyze data, excellent computer skills, accuracy and attention to detail, excellent project management skills.

Education

• Associate's Degree (two year college or technical school) preferred.

Experience

• Three to five years as a coach operator preferred.
• Supervisory experience is a plus. Knowledge of Public Transportation preferred.

SKILLS & ABILITIESComputer Skills

• Working knowledge of word processing, spreadsheets, and e-mail.
• Ability to navigate in a Windows based computer system.
• Trapeze software experience preferred.

Certificates & Licenses

• Class B CDL (Commercial Driver's License) with passenger and airbrake endorsements required.

Other Requirements

• Prefer working knowledge of digital cameras, radios, and OTP (on-time performance), as well as working knowledge of the Metro system and routes.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.