Service Quality Manager
Description
Hiring Immediately for Service Quality Manager Annual Salary $72,000
OVERVIEW:
The Service Quality Manager supports Transdev's contracted services agreement with Nassau County by providing proactive measures to keep fixed route bus services running safely and on time in spite of obstacles from traffic events, weather, passenger disruptions and other potential service interruptions.
This position is multi-functional and rotates in shifts from a desk at the Command Control Center to driving in the field or boarding buses for real time service support. The work is often a series of routine and repetitive tasks punctuated with events requiring focus, attention, and problem solving in short intervals based on processing information quickly. Decisions made or information relayed requires clear communications one on one with internal staff, external agencies or with Nassau County bus customers onboard or at a bus stop. Incumbents must enjoy using their knowledge and skill to help others.
RESPONSIBILITIES:
TASK One: Monitoring in the field
o Route clearance: observe and report road conditions in need of repair or unsafe conditions that may affect bus operators or customers (pot holes, construction, obstructions, etc.)
o Observe bus operators for compliance with safety procedures, schedule maintenance, fare collection and general public relations
o Perform minor repairs on bus interior or exterior (mirrors, lights, windshield wipers, etc.) to keep bus on the route
o Call for assistance as appropriate to control center using best judgment for solutions
o Field customer questions regarding regular service or service interruptions
o Work the "daily plan" to assure regular review of route, operator behavior, safety is met as well as to anticipate anything that could impact on time service goals
TASK Two: Monitoring in the control room
o Monitor and control movement of buses on the fixed route through the use of computerized systems: monitor bus from the time it enters service, until it pulls in to depot, including system failures, emergency situations, and maintenance of balanced headways
o Perform constant visual monitoring of buses on video display monitors and communicate by radio and telephone with operators and various personnel
o Call to determine location and nature of operator problems to determine type of response necessary
o Implement corrective actions to support on-time performance via dispatching to field staff, operators, etc.
o Work on normal and emergency operations for safeguard of equipment, operators and customers
TASK Three: Administrative
o Subtasks
o Data entry is accurate and timely
o Incident reports are well written, accurate and completed on a timely basis
TASK Four: Team Support
o Punctual
o Willingness to work on special projects
o Lend assistance in the field without prompting
o Ask for help when it is legitimately needed- putting the public first
o Follow work procedures and guidelines
QUALIFICATIONS:
o High school diploma or equivalent.
o 5+ years operations experience in a safety sensitive environment.
o 5+ year’s previous supervisory experience.
o Previous experience in transportation or public service industry highly desirable. Also, experience with monitoring of computers, dispatching in any field.
o Must be able to prepare memos, reports and summaries in a concise manner.
o Ability to speak clearly to others and to convey information effectively in person, by phone or radio.
o Experience dealing with the Union and working in the transportation industry a must.
o Valid CDL class B with passenger and airbrake endorsements.
o Must be able to demonstrate poise, tact, diplomacy and possesses good judgment and discretion.
o Must possess ability to lead and motivate employees.
o Detail oriented, well organized, and possess effective time management skills.
o Proven customer service and interpersonal skills a must.
o General knowledge of Windows-based computer operating system and Microsoft office package.
o Must be able to work as a member of the team.
o Ability to interact professionally with internal and external customer on all levels and be able to work well with diverse groups.
o Must be able to work flexible hours or shifts.
PHYSICAL DEMANDS: The physical demands described here are representatives of those that must be met by the employee to successful perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
· Must be able to sit or stand for long periods of time.
· Must be able to lift up to 25 lbs.
· Must be able to work 50% indoors and 50% outdoors.
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.
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