Assistant Dispatch Manager

Transdevna • New Carrollton, MD

26d • $70,000 - $87,000

About The Position

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

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.

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
• Other standard benefits: 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
• Industry: Transit and Ground Passenger Transportation
• Number of Employees: 5,001-10,000 employees