Control Center Service Supvisor

JOB SUMMARY:  The Control Center Service Supervisor is responsible for the monitoring and coordination of Delaware Transit Corporation’s (DTC) statewide transportation services. The position works in a centralized control center using systems, technology, and facilities specifically designed to monitor and control DTC assets across the state to fulfill the corporation’s mission of providing an effective, efficient and reliable transit system.

ESSENTIAL FUNCTIONS:

Position Specific:

• Monitor revenue services statewide, for on time performance (OTP), schedule adherence, vehicles off route, paratransit trip optimizing, operators logged on, etc.
• Assign or reassign operators, trips or equipment to meet service needs and adjust schedules to minimize service disruptions to passengers
• Assign appropriate staff to follow up on service related issues, identify detour routes, accidents, customer complaints, etc.
• Report service disruptions, service impact information and other service related issues to the appropriate internal or external stakeholder as needed.
• Manage, monitor and record accidents/incidents or other service related issues including communicating with the appropriate internal and external resources
• Provide necessary documents and testimony when required as evidence on violations when disciplinary hearings take place.
• Direct other departments such as Maintenance or Safety in support of service needs
• Coordinate with the Transportation Management Center (TMC), state and local authorities on the use and activities of DTC assets and services throughout the state whether operated directly or indirectly

Technical Skills:

• Apply and manipulate automated technology to develop, access and analyze schedules and make service adjustments
• Apply and manipulate transit specific software to monitor revenue services statewide, for on time performance (OTP), schedule adherence, vehicles off route, paratransit trip optimizing, operators logged on, etc.

Collaboration:

• Contact and coordinate with local and/or state authorities, agencies or first responders as appropriate
• Coordinate with other departments when making service adjustments to ensure the appropriate reassigning of operators, equipment, schedules or manifests
• Communicate and collaborate with internal and external stakeholders regarding service disruptions and other service related issues as needed

Compliance:

• Ensure adherence with the American with Disabilities Act, Department of Transportation and Federal Transit Administration regulations as well as all other applicable local, state and federal guidelines and laws in the delivery of services

Performs other duties as requested by Senior Management

QUALIFICATIONS:   The Control Center Supervisor requires a working knowledge of the operational and supervisory functions necessary to meet the service requirements of a transit system. The ability to interpret and apply collective bargaining terms and agreements is essential.  Knowledge of dispatching or the operation of a service oriented transportation system is essential.  The incumbent must be familiar with the geographical areas served, as well as agencies and destinations that might function as service generators. The ability to manage the application of current and evolving information technology to the workload is also required

SKILLS AND ABILITIES:  Demonstrate strong motivational, time management, problem-solving and organizational skills.  Ability to set priorities and present and speak publicly. Ability to be detail-oriented. Ability to work independently under general supervision. Ability to exercise independent judgement and to keep information confidential. Ability to organize complex materials and manage multiple projects. Skills in building relationships with stakeholders

COMPUTER SKILLS:  Demonstrated proficiency in Microsoft Office software products specifically Excel, Power Point and Word. Ability to use the available technology, such as Transit Master, Trapeze, Cognos and phone/radio playback software to develop and analyze detailed and accurate reports.

CUSTOMER SERVICE SKILLS:  Strong interpersonal skills to foster teamwork and create positive connections with customers. Ability to establish and meet goals to increase efficiency improving customer service.

MINIMUM EDUCATION AND EXPERIENCE:  Associates degree and two years’ experience in a transportation environment or one to three years’ progressive experience in one of the following areas: dispatching, service supervision or scheduling.

REQUIRED CERTIFICATES/REGISTRATIONS: N/A

LANGUAGE SKILLS:  Excellent verbal and written communication skills. Ability to read, analyze and interpret common business journals, financial reports and light legal documents. Ability to respond to inquiries. Ability to produce written and/or oral reports and to create and present information. Bilingual a plus.

MATHEMATICAL SKILLS:  Ability to work with significant mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY:  Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to maintain a level and appropriate business demeanor.

Salary/Compensation: $48,899 - $61,124 per year

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