Assistant General Manager - Paratransit Call Center

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicles and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.  

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

Responsibilities:

1. Operational Support and Leadership: Provide the Reservations, Scheduling and Dispatch teams with operational guidance and leadership.
2. Customer Experience: Understand the current customer experience and identify opportunities for improvement, implementing improvement plans as needed.
3. Process Improvement: Assist in developing and implementing methods and procedures to enhance key operating metrics for each department within the Paratransit Call Center.
4. Collaboration: Collaborate with other managers to ensure the proper operation of the Paratransit Call Center and The RIDE paratransit service.
5. Performance Monitoring: Monitor the performance of all work groups within the Paratransit Call Center operations and identify and investigate performance issues.
6. Staffing: Work with managers in each functional area to assess and ensure adequate staffing levels to meet operational demands. Ensure hybrid schedules meet business needs.
7. Reporting: Ensure reporting is completed accurately and on time, including compliance with contractual requirements.
8. Cost Management: Work closely with GM to monitor departmental labor costs, investigate variances, and implement corrective actions to control expenses.
9. Team Development: Train, mentor, motivate, and supervise all managers and key employees to achieve their full potential and meet performance objectives.
10. Compliance: Ensure compliance with local, state, and federal laws and regulations, including EPA, OSHA, DOT, ADA, and EEOC, to create a safe working environment.
11. Disaster Recovery: Collaborate with the Reservations Manager and Dispatch and Scheduling Manager to maintain the disaster recovery and business continuity plan.
12. Emergency Response: Be available to respond to service-related issues or emergencies during service hours or designate trained staff to take necessary actions.

Schedule: This full-time position requires the Assistant General Manager to be in the office four days per week, possibly five days as needed. The AGM will also be required to work outside of regular business hours, including evenings and weekends, to respond to service-related issues or emergencies or as otherwise necessary to fulfill the role's responsibilities.

Qualifications:

• Minimum of five years of experience managing large-scale operations, preferably including Call Center functions or similar positions.
• Demonstrated ability to conduct successful long-term complex transformations and turnarounds.
• In-depth understanding of managing key operational departments: dispatch, reservations and scheduling.
• Experience managing the functions necessary to run TRAC (reservations, dispatch, and scheduling).
• In-depth understanding of ADA paratransit regulations and requirements.
• Proven ability to build strong relationships with supervisors, peers, and subordinates.
• Demonstrated capability to build and motivate highly effective teams.
• Ability to effectively interface with the MBTA, directors, elected officials, service providers, and all levels of hourly and salaried employees, including senior management.

This Assistant General Manager position plays a critical role in ensuring the smooth operation of the Paratransit Call Center and maintaining compliance with regulations while fostering a culture of excellence and continuous improvement.

performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

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