Bus Operations Center (BOC) Manager - Valley Metro

Knowledge and Experience:

• Two (2) years radio and/or window dispatch experience in a transit-based face paced environment
• Transit environment experience required
• 1 year lead and/or supervisor experience
• Proficient in basic computer programs, including Microsoft office and Excel
• Ability to type 50 wpm Possess excellent communication, interpersonal and decision-making skills
• Work independently and objectively
• Demonstrated ability to work effectively in a diverse environment
• Must be comfortable reading maps and providing clear directions

 Skills:

• Good judgement skills, with the ability to prioritize issues and situations by order of importance
• Must possess good English communication skills both verbal and written.
• Must be able to communicate successfully with a variety of disciplines and levels, both internal and external, and manage multiple lines of communication
• Ability to question dispatchers and operators in a manner to obtain the information needed to determine an appropriate course of action.
• Ability to keep calm under pressure and provide assistance to dispatchers and operators as needed
• Ability to perform Crisis Management
• Must be organized, detailed oriented and have the ability to multitask in a fast-paced environment.
• Ability to maintain a high level of professionalism with internal and external callers to establish a positive rapport with operators and callers
• Ability to maintain confidentiality
• Must be flexible when it comes to company scheduling needs
• Empowered to make operational decisions in critical situations such as vehicle accidents and client incidents.

 Key Accountabilities:

  Strategy and Governance

• Monitor all service levels to ensure on time performance goals are met
• Supervise Window Dispatcher to ensure service expectations are being met
• Ensure all Safety Policies and procedures are followed at all times.
• Must be proactive and make necessary adjustments when it comes to issues that can interrupt normal service expectations (safety incidents, customer service issues, construction projects and special events)
• Ensure that all dispatchers fulfill the obligations of their job description.
• Ensure that all dispatchers display the maturity and professionalism that is expected not only under Keolis policy, but also in deference to our position as ambassadors to our client, guests, visitors, and residents of Fort. Lauderdale.

  Business Processes

• Receive a variety of reports ranging from accidents to criminal acts to vehicle maintenance issues to detours and bus stop closures to National Weather Service warning systems.
• Communicate with Law Enforcement and Emergency responders
• Ability to walk dispatchers and operators through minor maintenance issues (cooling a bus down, hard reset, etc.)
• Understand the necessary information needed for maintenance to decide how a maintenance issue should be handled.
• Understand the various buses in the fleet

 Reporting

• Must be able to create, maintain and supervise logs of all calls received and prepare reports as necessary
• Must be able to gather data, approve and submit Daily Operations Report

 Training

• Will take part in training of new Dispatchers.
• Must be willing to cross train in sub-departments in the Operations department.
• Conduct on-going training to ensure dispatcher compliance to company needs.

 Communication

• Communicate with maintenance personnel to ensure proper responses to vehicle defects and proper assignment of vehicles to scheduled routes.
• Communicate and know where Road Supervisors are and use them to assist with service issues as needed.
• Work with Management Team  to ensure service expectations are being met
• Ability to maintain a high level of professionalism with internal and external callers to establish a positive rapport with every caller
• Ability to manage multiple lines of communication
• Interface with Safety Department and Operation Department to fully document incidents and accidents via Accident/Incident Notification Forms.
• Troubleshoot technical problems with GPS or cellular communication equipment.

Additional Statements:

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.

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