Call Center / Dispatch / Reservationist / Scheduler Phoenix, AZ


The Bus Operations Control Center is responsible for all revenue bus service, radio communications, vehicle fleet management, planning and directing bus operations, coordination of transit supervisors. Spontaneous decision making, answering phone calls, determining, and contacting the appropriate resources in emergency situations, and performing computer data entry tasks. We are responsible for ensuring safe and effective delivery of transit service to our customers through responsible supervision and communication with Bus Operators. This position facilitates and supervises communications, coordinates the restoration of bus service and appropriate personnel, and keeps the City informed of any service disruption.
Primary job duties are as follows (this is not an all-inclusive list)
• Provide verbal direction to Bus Operators, and verbal assistance to Road Supervisors, Police, Fire, and other City or Company departments.
• Proactively intervenes, using all available resources, to ensure that the safest high- quality service is provided.
• Collaborates with local Transdev and First Transit West operating divisions and the Client regarding; service interruptions, on time performance issues, detours, bus stop concerns, lost & found items, service capacity and other needs.
• Make detailed documentation using CleverCAD and various other database systems, information on service incidents including accidents, medical/first responder, mechanical defects/road calls, bus full & passing events, etc.
• Documents and refers Operators who need retraining or disciplinary actions to the appropriate Operations Manager as directed by OCC Manager.
• Responsible for front-line support of Bus Operators regarding safety, revenue service and scheduling to ensure high quality transit delivery service to customers. Work is performed in a unionized environment.
• Works closely with and in support of bus operators, transit supervisors, Safety, and other departments to ensure quality customer service delivery. Responds to radio and telephone calls in a professional and helpful manner, ensuring that actions taken are prompt and effective for handling the variety of situations that occur daily, including routine and emergency situations.
• Use GPS CAD/AVL system to proactively manage the day-to-day operations of transit service.
• Coordinate and disseminate information to operators, supervisors, and other stakeholders.
• Proactively intervene, using all available resources, to mitigate service disruptions and ensure that the safest high-quality service is provided.
• Create detailed documentation of events and incidents including instances of service interruption, as well as unusual situations.Verifiable radio or emergency service communication or military communication experience.
• Excellent written and oral communication skills.
• Ability to master and use transit related software programs.
• Proficient with Microsoft Outlook, Word, Excel, and PowerPoint.
• Above average math skills
• Experience in navigating database
• Ability to become knowledgeable of extra-board work rules, and union contracts.
• Ability to type 35 WPM.
• Proven ability to work effectively with little or no supervision.
• Must demonstrate poise, tact diplomacy and possess good judgment and discretion.
• Possess strong prioritization, time management and organizational skills. 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.