Dispatch Supervisor Job at Flint Hills Area Transportation Agency (aTa Bus)
Flint Hills Area Transportation Agency (aTa Bus) Manhattan, KS 66503
SUMMARY OF THE POSITION:
The Dispatch Supervisor oversees the performance of fixed route, ADA paratransit, and general demand response public transportation. The Dispatch Supervisor is accountable for monitoring, and improving the dispatch team’s customer engagement and ensuring that the dispatch team provides the highest standard of customer service. The Dispatch Supervisor creates schedules and oversees the dispatching team duties. They operate a variety of communications equipment, including two-way radio, telephone, computer aided dispatching and automatic vehicle location systems (CAD/AVL). The Dispatch Supervisor will respond timely and respectively to customer and team escalations, and they will communicate regularly with the Dispatch team, Bus Operators, Mechanics, passengers and the general public.
Compensation Range: $39,500 - $45,000 per year depending on skills and experience
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Quality Assurance:
- Build trusting relationships with internal teams and customers; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions.
- Maintain the integrity of data in the CAD/AVL dispatching program. Verify the work of the dispatching team using data and quality assurance processes to identify and address concerns.
- Run standard reports from the dispatching program. Review reports for accuracy.
- Provide context and insight to the data in the dispatching program. Explain/respond to questions about the data. Identify and resolve anomalies in the data.
- Serve as the primary point of contact in working with supervisory staff on internal issues related to dispatch services.
- Research, evaluate relevant information, resolve and respond in a timely manner to escalated customer inquiries and complaints. Follows-up with customers as required. Provides and promotes effective communication with customer and escalates issues as needed.
- Review and approve ADA paratransit applications for mobility-impaired public transportation services. Oversee the maintenance of and compliance with ADA records.
- Assists with route adjustments, changes, and makes final determination on route.
- Ensure FHATA Policy Compliance including managing the “Ticket” process.
- Assist Dispatch staff as needed in filling open shifts when drivers call out less than 48 hours before their shift.
- Backup dispatcher (minimal basis).
People Management (Relationship Management):
- Provide day to day supervision to the dispatch department.
- Organize workload of the team to ensure deadlines are met.
- Assess the skills of the individuals on the Dispatch team and align skill levels necessary to achieve. Identify strengths and interests of team members in order to delegate work and provide coaching and training to the team.
- Consistently promote high standards through personal example of accountability and team work and roll out through the team so that each member of the team understands the standards and behaviors expected of them.
- Manage department objectives and employee Key Performance Indicators, effectively communicate with your team, and review and assess ongoing performance of direct reports and provide directive on corrective action as needed.
- Recruit, onboard, train, manage, coach and develop a high performing team that meets agreed objectives, and which delivers best practice results, added value and continuous improvements.
- Schedule employees for the department. Ensure staffing aligns with business needs and growth objectives within the Dispatch department. Review and approve weekly timesheets, including the management of any overtime.
- Ensure employee feedback and performance reviews are completed in a timely manner. Mediates employee disputes and escalates as necessary.
- Support and ensure compliance with FHATA’s Policy and Procedures Handbooks which includes state, federal and local regulations.
- Ensure that Dispatchers are trained on current operating procedures, are properly equipped, and motivated.
- Conducts routine meetings with employees to review administrative and project matters.
QUALIFICATIONS:
Minimum Qualifications:
Associate degree or educational equivalency with four years’ experience working in a business-related field or two years’ experience working in a transportation related field. Plus three years’ managing a team by monitoring, analyzing, and improving the performance of the team. Must possess excellent management, process improvement, customer service, and communication skills. Proficient with Microsoft Office tools (Outlook, Word, Excel and PowerPoint).
Preferred Qualifications:
- Knowledge of the streets of Manhattan and the general layout of Riley and Geary County and the streets of St. George and southern Pottawatomie County.
- Experience with CAD/AVL software.
- Demonstrated proficiency to research, analyze and resolve a wide range of problems.
Knowledge, Skills, and Abilities:
- Dispatching techniques with the use of two-way radio systems for communicating and receiving information;
- Ability to use advanced techniques in Microsoft Office products such as Excel, Word, and PowerPoint, and CAD/AVL software;
- Knowledge of relevant equipment, policies, procedures, and strategies to promote the safety of drivers and riders;
- Ability to interpret and apply FHATA, City, County, State, and Federal regulations, including the Federal Transit Administration and Kansas Department of Transportation.
- Ability to observe, receive, and obtain information from relevant sources regarding road maps and work flow;
- Ability to analyze information and evaluate results to choose the best solution;
- Ability to listen and communicate information and ideas effectively. Ability to interact with people of all ages and diverse backgrounds;
- Ability to resolve conflicts and negotiate with others;
- Demonstrated proficiency to research, analyze and resolve a wide range of problems;
- Proficient in customer service principles and practices.
- Must have strong interpersonal skills, demonstrated confidentiality, strong organizational skills with an emphasis on attention to detail;
- Ability to handle many tasks and keep high ethical standards;
- Ability to adapt and maintain effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to be proactive and take prompt action to accomplish work goals and achieve results beyond what is required;
- Attitude of continuous learning by actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 20 pounds at all times.
The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change
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