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Operations Supervisor

1 month ago

District Heights, United States Nissi Group, Inc. Full time
Job DescriptionJob Description

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

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