Access Operations Supervisor - Nashville, TN, US
3 days ago
Job description
Job Title: Access Operations Supervisor
Department: Mobility Services
Reports To: Access Manager
FLSA Status: Non-Exempt
Position Summary
The Access Operations Supervisor is responsible for overseeing daily Access Service operations, ensuring safe, efficient, and customer-focused service delivery. This role provides direct supervision to in-house operators, monitors third-party providers, supports compliance with operating procedures, and assists with operational coordination, training, and system functionality.
Key Responsibilities
Supervision & Performance Management
- Oversee in-house Access Service operators during daily operations.
- Address operational and performance-related issues promptly and professionally.
- Conduct coaching, counseling, and progressive discipline in accordance with organizational policies.
Service Oversight & Field Monitoring
- Perform on-road monitoring of in-house operators and third-party providers to ensure compliance with safety, service, and performance standards.
- Conduct location assessments to identify safe pick-up and drop-off points, particularly at large or complex facilities.
- Review service locations to confirm accessibility for both in-house and third-party vehicles without risk of vehicle damage.
Customer Service & Complaint Resolution
- Monitor active and closed customer complaints related to Access Services.
- Follow up with operators and third-party providers to address concerns, document outcomes, and support service improvements.
Operational Support
- Assist with daily vehicle assignments to ensure service continuity and efficiency.
- Support data entry and administrative functions for WeGo programs, including Journey Pass.
Training, Procedures & Systems
- Assist in the development, implementation, and maintenance of Standard Operating Procedures (SOPs) and training materials related to Access Operations.
- Collaborate with IT and relevant departments to ensure onboard vehicle systems and related technology are functioning as intended.
Qualifications
Required
- High school diploma or equivalent.
- Experience in transportation, mobility services, operations, or a related field.
- Supervisory or lead experience, including coaching and performance management.
- Strong problem-solving, communication, and organizational skills.
- Ability to work in the field and conduct on-road monitoring.
- Ability to operate s non-revenue WeGo vehicle.
Preferred
- Experience working with paratransit or ADA-accessible transportation services.
- Familiarity with third-party transportation providers and service contracts.
- Experience with data entry systems and onboard vehicle technology.
- Commercial Driver's License (CDL)
Physical Requirements
- Ability to sit, stand, and walk for extended periods of time.
- Ability to lift, carry, push, or pull items weighing up to 20 pounds.
- Ability to bend, kneel, reach, and perform physical movements associated with field and vehicle inspections.
- Ability to safely enter and exit vehicles repeatedly throughout the workday.
Working Conditions
- Combination of office, field, and on-road work.
- Regular exposure to outdoor environments while performing location checks and on-road monitoring.
- Ability to work in inclement weather conditions, including heat, cold, rain, and other adverse weather as required by operational needs.
- May require flexible scheduling, including early mornings, evenings, weekends, or holidays based on service demands.
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