Operations Supervisor

SUMMARY

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

• 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.

QUALIFICATIONS

• 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

COMPETENCIES

• 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.

PHYSICAL DEMANDS

• 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