Transdev is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming. The Control Center Manage is responsible for all day-to-day oversight of control center operations for SF Paratransit including overseeing all control center personnel and their performance, managing all control center work shifts, establishment of prompt and courteous call handling procedures, establishing respectful communications protocols between dispatchers and drivers and all employees and riders and is also responsible for working with Administrative office personnel to ensure appropriate complaint responses and resolutions and working with service provider personnel to ascertain proper route design that is efficient but responsive to riders. The Control Center Manager takes responsibility for the full and proper functioning of the control center including call center, dispatch functions, route development and service quality assurance.
Ensuring proper training of all personnel
Monitoring employee performance through the use of key indicators and reporting systems including IT reports
Managing a 24/7 call center including rider reservations and “where’s my ride” operations including overseeing all call center performance indicators are met
Promotes and ensures acceptance of feedback from drivers on routes and passenger feedback on service quality and ensures all input is properly synthesized to bring about service quality improvement
Fosters a cooperative and friendly workplace including proper compliance with collective bargaining agreements, promoting safety, respect and cooperation at all times
Fosters a safe and professional work environment
Produces necessary reports and generates appropriate data to management, SFMTA and others in a timely manner as requested
Participates in Brokerage Management Team meetings and works collaboratively to achieve stated goals
Ensures compliance by all employees with Transdev health and safety work rules
Skills/Knowledge/Abilities: Qualified candidates must have a high school diploma and progressively responsible experience in a public transit environment. The ideal candidate will possess knowledge of and experience in working in a fast-paced paratransit operating environment serving the public with a history of increasing responsibilities. Must have experience and ability in coaching, supervising and guiding direct reports. Candidate shall possess working knowledge of the transportation requirements of the Americans with Disabilities Act of 1990 (as amended) and other related legislation and regulations. Experience working with the elderly and disabled a must.
Work Environment: Ninety-five percent (95%) of the work performed in the capacity of this position is in a professional office environment that is clean, well lit, and in compliance with the ADA’s Architectural Standards. Minimal lifting is required and never any more than twenty-five (25) pounds. The remaining five percent (5%) level of work may be performed off-site but never in unsafe or hazardous surroundings. The office is environmentally friendly and neither smoking nor artificial scents are permitted in the work environment.
Work Schedule: Position is full-time, mostly Monday – Friday, 8 AM to 5 PM, but candidate will be responsible for a 7-day, 24 hour control center and must be flexible and able to work non-traditional business days and hours including early mornings, evenings, nights, weekends and some holidays.
Based near Chicago, Transdev is the largest private-sector operator of multiple modes of transit in North America, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries and provides passengers every day the freedom to connect to what they care about in their cities.www.transdevna.com
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm
Drug free workplace
If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check.
Job Locations US-CA-Arcadia
Posted Date 1 week ago (10/14/2020 1:42 PM)
Requisition ID 2020-13422
Position Category Management & Above
Internal Reference 626
Company/Division Transdev Services