Assistant Dispatch Manager

Transdev • New Carrollton, MD

18d • $70,000 - $87,000

About The Position

Assistant Dispatch Manager Transdev is seeking a highly motivated and experienced Assistant Dispatch Manager to lead our critical team and ensure the smooth operation of this 24/7 service. In this vital role, you will be responsible for overseeing a dedicated team of dispatchers and WMR agents, providing real-time assistance to passengers, and maintaining exceptional communication with internal and external stakeholders. This position is located in Hyattsville, MD, supporting our WMATA contract. Transdev is proud to offer: Competitive compensation package of minimum $70,000 – maximum $87,000 Benefits include: Vacation: minimum of two (2) weeks Sick days: 5 days Holidays: 12 days; 8 standard and 4 floating Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy The 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. 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. California applicants: Please Click Here for CA Employee Privacy Policy.

Requirements

• Minimum of 5 years of management experience in a large Operations Control Center (OCC) environment, demonstrating strong leadership skills and operational expertise.
• Proven track record of success in building and leading high-performing teams, fostering a positive and results-oriented work environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced, 24/7 environment.
• Strong customer service orientation and commitment to exceeding passenger expectations.
• Proficient in Microsoft Office Suite and relevant software applications.
• Must be able to work shifts or flexible work schedules as needed.

Nice To Haves

• Bachelor's degree from an accredited college or university preferred, or an additional 5 years of progressive leadership experience in an OCC environment.

Responsibilities

• Assist the Dispatch Manager to lead and manage a team of WMR agents and supervisors, including recruitment, training, performance management, and coaching.
• Ensure the efficient and effective operation of the WMR service, exceeding performance expectations and adhering to service level agreements.
• Monitor real-time operations, identifying and resolving issues promptly to minimize passenger inconvenience and maintain service quality.
• Provide timely and accurate information and assistance to passengers through various communication channels (phone, email, etc.).
• Collaborate effectively with dispatchers, OCC managers, PAS Contractor, SDP, and WMATA staff to ensure seamless service delivery.
• Analyze performance metrics and identify opportunities for improvement in the WMR system and processes.
• Stay up-to-date on industry best practices and technological advancements in passenger information and support systems.

Benefits

• Competitive compensation package of minimum $70,000 – maximum $87,000
• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees