What are the responsibilities and job description for the Supervisor, Demand Response-Service Coordinator position at CapMetro?
Job Description
Ready to orchestrate a seamless transportation experience for our community 24 / 7?
WHO WE'RE LOOKING FOR
The Supervisor, Demand Response -Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week.
Responsibilities
WHAT YOU'LL BE DOING
Note : The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.
- Responsible for direct staff and service monitoring, evaluation of schedules, daily service decisions and coordination of activities of the Service Coordination staff to include dispatch, scheduling and customer day of service calls.
- Assist Manager in monitoring key performance metrics including on-time performance, diminished runs, vehicle productivity, call center productivity, quality of call center dispatch and schedule effectiveness.
- Supervise the Demand Response Control Center that includes scheduling work assignments, providing weekly / monthly productivity and quality control assessments, annual performance evaluation and disciplinary actions for employees.
- Recommend and develop changes to policies, procedures, and programs that focus on improving the effectiveness of employee and operational performance.
- Manage Service Coordinators (SC) through training and job development, coaching, and feedback; evaluating performance, and holding SC staff accountable for individual performance through Quality Assurance observations.
- Partner with Human Resources in the recruiting, selection, and training of new SC staff and / or temporary staffing needs.
- Develop and implement a customer service improvement plan and work schedules to achieve departmental performance goals.
- Initiate customer service improvements and support the role of the SC, including communication between contracted dispatch centers, drivers, and Customer Service Representatives (CSRs).
- Oversee Computer Assisted Scheduling and Dispatching (CASD) software training for Control Center SC employees in use of dispatch and scheduling tools, as well as development of check lists and processes which increase Center effectiveness and efficiency.
- Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.
- Serve as the primary classroom trainer for Service Coordinators.
- Perform other duties and required and / or assigned.
RESPONSIBILITIES - SUPERVISOR AND / OR LEADERSHIP EXERCISED :
Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.
Qualifications
WHAT YOU BRING
Knowledge, Skills and Abilities :
Service Impacts Core Team Member
This position has been identified as a member of the Service Impacts Core Team . As a member of the Service Impacts Core Team, the person in this position may be required to attend weekly meetings to ensure that Tier 1 and 2 Service Impacts are processed smoothly throughout the agency, ultimately, to provide the greatest service possible to our customers. Tier 1 and 2 Service Impacts are routine impacts including 5K / 10Ks, charity walks, parades, UT Football games and unplanned impacts including emergency activities, traffic accidents, road construction and significant traffic from major events. In rare instances, this will require working outside of normal business hours.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and / or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status :
As a Stationed position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.
WHAT'S IN IT FOR YOU
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
