Dispatch/Scheduling Manager
Company: Transdev North America, Inc
Location: Medford
Posted on: January 12, 2021
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Job Description:
OverviewThe Dispatch and Scheduling Manager will oversee the
scheduling and dispatching operations. This includes ensuring that
efficient vehicle and driver schedules are created that enable
service providers to provide all required trips with productivity
and on-time performance meeting or exceeding the MBTA standards and
ADA regulations. It also includes managing scheduled runs on the
day of service and responding to same-day rider communications,
such as the status of trips and same-day changes. The Dispatch and
Scheduling Manager reports to the General Manager and supervises
all staff in scheduling and dispatching, including schedulers and
dispatchers.Responsibilities* Managing the day-to-day operations of
the dispatch and scheduling department of the call center.*
Ensuring appropriate staffing levels to effectively meet demand.*
Working with the Service Analysis & Planning Manager and the
General Manager to review and assess overall operations and
implement revised or innovative changes as needed (including
continuous run schedule optimization).* Coordinating and
communicating regularly with the MBTA.* Establishing and meeting
standards for employee performance.* Conducting regular management
meetings with staff.* Identifying and investigating all performance
issues.* Training and supervising staff as needed beyond compulsory
training / onboarding curriculum.* Working with the Service
Analysis & Planning Manager to accurately manage and forecast
staffing and capacity needs on a daily, weekly, and monthly basis.*
Working with the Quality Manager to help evaluate and track the
quality of service provided by schedulers and dispatchers.*
Participating in periodic evaluations of scheduling parameters
(system speeds, dwell time settings, etc.).* Reviewing customer
complaint data and working with the Quality Assurance Manager to
make adjustments in staffing and processing, as
needed.QualificationsExperience, Skills, and Knowledge Required:*
Minimum of two years' experience managing dispatch or scheduling
staff.* 5 years of dispatch experience may be considered a
substitute, as the MBTA's discretion, for prior dispatch and
scheduling management experience.* In-depth understanding of ADA
paratransit regulations and requirements.* Demonstrated ability to
build and continuously motivate highly effective teams.* Thorough
knowledge of both ADA paratransit scheduling and dispatching.*
Proficiency with Routematch (scheduling and dispatching software).*
Proficiency with SQL preferred.* Proficiency with Microsoft
Office.* Excellent leadership, organizational, and communication
skills.Education, Licensing, and Certifications:* High school
diploma or equivalent, such as GED, required.Pre-employment
Requirements:* Must submit to drug testing and a criminal
background check.Physical Requirements:* Must be able to work
shifts or flexible work schedules as needed.* 100% of work is
accomplished indoors and in air conditioned or well-ventilated
facilities.* Work is accomplished in an office or in a cubicle
space equipped with a telephone and computer.* The employee is
generally subjected to long periods spent sitting, typing, or
looking at a computer screen.For more information please visit our
website at www.transdevna.com/careersThe above statements are
intended to describe the general nature and level of work being
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.EEO is the
Law Poster: http://www1.eeoc.gov/employers/poster.cfmDrug free
workplaceIf based in the United States, applicants must be eligible
to work in US without restrictions for any employer at any time; be
able to pass a drug screen and background check
Keywords: Transdev North America, Inc, Medford , Dispatch/Scheduling Manager, Executive , Medford, Massachusetts
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