Operations Supervisor

POSITION SUMMARY – OPERATIONS SUPERVISOR

Reporting to the Operations Director, the Operations Supervisor is responsible for the administrative work involved in the planning, coordinating and supervising of the daily operations of the Go Durham public transit system including, but not limited to, developing route and schedule assignments for bus operations. Plans, directs, and coordinates activities of personnel to provide passengers with fast, efficient, and safe transportation.

Coordinates dispatching activities, communication operations, and assignment of drivers to obtain optimum use of facilities, equipment, and human resources. Assists in training new drivers; maintains personnel and operational records; ensures accurate recording of transit ridership data, bus schedule adherence, employee performance, and vehicle maintenance.

Establishes and promotes a safe, accident-free, and healthy work environment. Ensures compliance with County, local, state and federal regulations regarding transit operations such as vehicle safety, driver certifications, and training.

GENERAL QUALIFICATIONS

Knowledge: Must have thorough understanding of Durham area and of the GoDurham routes, service policies, and fare structures. Understanding of transit operations and related regulations required. Post-secondary training in supervision/management, safety, training, human resources, or related fields is desired.

Experience: Four years of direct transit operations experience is a minimal requirement. Prior experience in a supervisory or leadership position is a plus. Internal candidate’s personnel and attendance records will be reviewed for compliance with company policies and procedures.

Skills: Must have well-refined verbal and written communications skills. Organization skills and self-directed work ethic are essential. Must be a strong communicator with effective listening skills. Able to prepare and present clear, concise, and accurate reports to members of management. Proficiency with Microsoft Word and Excel programs is required.

Physical Demands/Work Environment: Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Vision, hearing, speech and manual dexterity are required. A valid North Carolina CDL driver’s license is necessary. Must have the ability to read, analyze and interpret general information concerning organizational needs and operations. Other normal office-related physical demands may be necessary.

Mental Demands: Must have the ability to listen, reason, think, concentrate, and interact with others. The ability to exercise self-control and work under stressful conditions is necessary, particularly in employee relations situations.

ESSENTIAL FUNCTIONS

• Assigns, directs, and supervises transit, dispatching and related operations which includes scheduling daily work assignments using run board, extra board, and stand-by or call-in Operators in accordance with the collective bargaining agreement and appropriate control mechanisms to improve efficiency, labor utilization and cost control.
• Monitors two-way radio; directs or assists Operators to ensure on-time performance as well as appropriate response to detours, accidents, incidents, etc.
• Maintains updated Operator sign-in log, dispatch control log, attendance and shift replacement record, lost & found log, accident/incident reports and similar records.
• Reviews payroll records for accuracy of hours; assures route bidding procedures are followed according to collective bargaining agreement.
• Dispatches replacement buses and operators for vehicles involved in accidents or vehicle breakdowns. Responds to equipment failures, schedule delays, service problems, accidents, injuries, incidents, etc.; takes charge of scene and provides first aid or crowd control if needed; works with appropriate emergency officials to resolve such situations; completes reports and follows-up with Safety & Training Manager, corporate staff and insurers as necessary.
• Participates in the investigation of accidents and injuries and cooperates in the preparation of material and evidence for use in hearings, lawsuits, and insurance investigations; formulates general safety policies and procedures to be followed in compliance with local, state, and federal rules and regulations; ensures that drivers meet and comply with all federal, state, and local health and safety regulations, including CDL requirements.
• Works with Safety Officer, Safety Committee, and Operators to establish and maintain a strong safety culture including participation on committees, helping to organize safety displays, managing safety incentive programs, organizing & conducting bus rodeo, coordinating Employee-of-the-Month program, and similar activities.
• Trains, monitors, directs, supervises, and disciplines Operators as necessary to ensure safe and reliable operations within contractual guidelines and applicable regulations and laws.
• Performs on-road supervision including observing road conditions, monitoring service, ensuring on-time performance, and similar activities.
• Processes passenger complaints and initiates corrective actions designed to improve customer relations and services; ensures all complaints concerning transit services are expeditiously and thoroughly addressed and accurate record keeping is maintained; responds to customer inquiries and concerns verbally and in writing; is proactive in identifying and resolving problems.
• Supervises and serves as back-up to Customer Service Representatives including assisting with public service, informational calls, and crowd control. Helps to maintain the security and cleanliness of all customer service areas.
• Operates transit bus as needed; performs regular road observations, time checks, uniform checks, cleanliness spot-checks, fitness-for-duty determinations, and completion of appropriate monitoring paperwork.