Assistant Manager Transit Control Center

1 week ago

Minneapolis, Minnesota, United States Metropolitan Council Full time
Job Summary
We are seeking a highly skilled and experienced Transit Control Center Assistant Manager to join our team at the Metropolitan Council. As a key member of our Transit Operations team, you will be responsible for planning, coordinating, and managing the daily first and second shift work activities and operational functions of the Transit Control Center (TCC).

Key Responsibilities
  • Assist the Manager, TCC with management oversight of TCC operations development and monitoring of goals, objectives, operating rules, and departmental procedures in support of Metro Transit's operating plans, goals, and objectives.
  • Develop, write, and update departmental policies and procedures, ensuring standard operating procedures, common and consistent emergency response, and reporting.
  • Provide daily supervision, coaching, counseling, administration of discipline for 5-6 TCC Supervisors and 5 Associate Communications Specialists staff based on TCC rotational operations assignment determined by Manager, TCC.
  • Develop and implement scheduling and oversee shift selection and work fill process, facilitating hiring process for new TCC supervisors and Associate Communications Specialists.
  • Oversee and evaluate daily work assignments, approve absences, and backfill work to ensure adequate shift coverage, including vacation and day-at-a-time requests off, and assign overtime and approve shift swaps to ensure adequate console coverage for the team.
  • Ensure staff compliance with policies, rules, procedures, practices, and adherence to labor contracts, facilitating hiring process for new TCC supervisors and Associate Communications Specialists, conducting training of new employees to ensure successful onboarding and understanding of their role and responsibilities at Metro Transit.
  • Conduct performance management and annual performance review process using Met Council Perform program for assigned TCC staff, partnering with relevant departments to administer and monitor standardized programs such as drug and alcohol, FMLA, Disability Management, Worker's Compensation, Safety, and Training programs.
  • Develop and carry out TCC Police Dispatch policies and procedures and oversee its TCC operations, working as a liaison between TCC and Police Command Staff, providing investigative support for Metro Transit Police Department and other public safety agencies.
  • Develop and carry out TCC Bus transit service policies, procedures, and operations, providing additional resources (e.g., operators and buses) to maintain the agency's on-time performance for planned and unplanned events, creating work orders for extra buses in TX Base and adding extra staff on special events or special weather days.
  • Develop and carry out TCC Information Services support policies, procedures, and operations, overseeing the TM-Transit Master software/hardware system, phone apparatuses, maintenance, and contact support, liaison with Vontas who distributes the TM system Customer Complaint Liaison, TCC METNET Operators' Page upkeep and author, and implementing additional technology and expanding capabilities of the TCC in preparation for future growth.
  • Develop and carry out TCC Communication Teams policies, procedures, and operations, managing the overall Communications Team operations calendar, maintaining overall schedule for the Communications Team to ensure adequate coverage using the TCC Scheduling Software and TCC Kipsu scheduling systems software and hardware, project management for the Communications Team to determine technological needs for job responsibilities of the team and ensure work product matches agency's needs, conducting other duties for the team including bi-weekly team meetings, support overall TCC operations, provide real-time support inside the TCC during times of crisis.
  • Update, create, and assess training needs for staff, develop, design, implement, and evaluate, on an ongoing basis, a new hire training program for all TCC Supervisors and staff, evaluate and document SSRs and CAD Calls For Service, look for trends or areas for individual or team improvement via a rigorous QA/QI process.

Requirements
  • Bachelor's degree or higher with four (4) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
  • Associate degree with six (6) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
  • High school diploma/GED with eight (8) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

Desired Qualifications
  • Experience in using best practices to assist in making decisions that limit the liability of the agency and TCC, as well as resolve the situation that is presented.
  • Experience speaking in front of the public or presenting information to large groups of people.
  • Experience designing, developing, delivering, and evaluating training.
  • Experience as a lead/supervisor of union employee work groups and knowledge of union contract administration.
  • Experience with management practices, principles of supervision, and/or performance management (coaching, counseling, staff development, performance improvement, discipline).
  • Experience promoting an equitable, positive, and respectful work environment that values diversity among all employees.

What You Can Expect
  • We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
  • We encourage our employees to develop their skills through on-site training and tuition reimbursement.
  • We provide a competitive salary, excellent benefits, and a good work/life balance.

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