- Receives incoming calls via telephone and radio communications systems.
- Coordinates the use of vehicle and driver resources.
- Reviews road conditions, traffic flow, vehicle and driver availability, and other pertinent operational factors to determine daily trip scheduling capacity.
- Conduct on-road observations of service to insure proper implementation of all operating rules and procedures.
- Report changing road conditions and/or route disruptions and suggest viable detours.
- Assign operators to routes according to bidding, extra board, and overtime management procedures.
- Supervise and guide operators to promote efficient and safe working conditions that adhere to company policies.
- Employs customer service by assisting the public in a tactful and pleasant manner when responding to trip and information requests.
- Completes a daily supervisor report, recording all emergency or maintenance road calls, time checks, performance code violations and customer contacts.
- Completes incident reports and accident reports as required.
- Accurately document the status of vehicles and replacements, open routes, substitute operator assignments, and manage any other on-going operations items.
- Record all late buses, breakdowns, and accidents.
- High school diploma or equivalent
- 1+ year(s) of dispatching experience preferred
- CDL B w/ Passenger & Airbrake endorsement required
- Knowledge of operational characteristics of buses
- Knowledge of the Prince George's County geographical area
- Proficient in Microsoft Office, including Word, Excel, and Outlook
- Ability to read, understand, interpret, and explain transit system operation rules, regulations, policies, phases and routes
- Basic math, writing, and computer skills
- Ability to communicate via telephone with clear speech, pleasant tone, and proper ettique
- Analytical--Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.
- Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
- Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives.
- Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision.
- Change Management—Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results
- Delegation--Delegates work assignments; Sets expectations and monitors delegated activities; Provides recognition for results.
- Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
- Managing People--Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.
- Quality Management--Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment.
- Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
- Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
- Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works efficiently.
- Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions.
- Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality--Is consistently at work and on time; Arrives at meetings on time.
- Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
- Continually required to sit and/or stand
- Frequently required to walk
- Continually required to utilize hand and finger dexterity and/or use of a keyboard
- Continually required to utilize computer screen
- Continually required to talk and listen
- Occasionally required to lift/push/carry items up to 50 pounds
- Occasionally required to operate passenger buses
- Continually required to operate sedans and/or SUVs
- Occasional exposure to outside weather conditions and extreme temperatures
- Occasionally required to work around fumes or airborne particles
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Description
Job Description
Job DescriptionSUMMARY
Operations Supervisors are responsible for the road supervision and dispatching of operators. They control, direct, and document the day-to-day operations of the transit service. This includes supervisory authority over all operators, coordination with other Operations Supervisors/Managers, and extensive direct contact with the public. Operation Supervisors monitor run coverage, on-time performance, detours, accidents, incidents, emergencies, back-up service needs and overtime to determine the most efficient way to ensure reliable service within budgetary parameters.
DUTIES & RESPONSIBILITIES
QUALIFICATIONS
COMPETENCIES
PHYSICAL DEMANDS