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 g