Assistant Service Delivery Manager (JO 33-26)

Oahu Transit Services, Inc•Honolulu, HI

About The Position

Assists the Director of Operations in managing and supervising the day-to-day Service Delivery operations of the Paratransit Services (TheHandi-van) consisting of approximately 60 employees. The position assists in overseeing the reservation call center, scheduling of customer trips, dispatch and certain areas of operations to ensure the TheHandi-van provides safe, efficient and dependable transportation.

Requirements

Knowledge of ADA, Federal, State, and City transit laws and regulations.
Knowledge of current Company and Paratransit Services policies and procedures.
Good knowledge of Paratransit Services software used in all the different Service Delivery sections.
Knowledge of provisions in the Collective Bargaining Agreements.
Able to exercise sound judgment.
Analytical ability.
Knowledge of principles and techniques of effective investigating.
Management and supervisory skills.
Understanding of principles and practices of sound business communication in order to communicate with clarity both orally and in writing.
Excellent time management and prioritization skills.
Able to utilize a computer with standard word processing, spreadsheet, graphics, and other software packages.
Able to prepare clear, accurate, and concise records and reports.
Five (5) years of practical working experience in call center, dispatch or related field.

Nice To Haves

Associate’s degree in business management, or a related field of study is highly desirable.
Two (2) years of supervisory experience is highly desirable.

Responsibilities

Manage the different sections of Service Delivery and assist staff to assure the following: Operations: Daily “mark-up” of operator assignments is completed accurately and timely; reconciliations of manifests are completed accurately and timely; operators are provided with equipment and information needed to fulfill their duties. Dispatch: Service on the road is safe, timely, and vehicles are being utilized at an optimal level. Scheduling: Service is scheduled at an optimal level to meet demand. Reservations: Calls are answered timely and with excellent customer service.
Prepare the daily schedules and sign-ups (duties, vacation, etc.) to ensure they are in line with operational needs and within the collective bargaining agreement terms.
Investigate customer complaints.
Monitor and evaluate work performance (including attendance) continuously, and assess and implement corrective action (via coaching, feedback, and discipline if necessary).
Assist with developing, preparing, and implementing policies, and procedures in compliance with current Federal, State, and City requirements.
Collaborate with other management to set goals to improve operations and direct staff towards fulfillment of the department’s goals.
Prepare reports for management.
Assist with managing the recruitment and training of new employees in Service Delivery.
Maintain confidentiality of highly sensitive and confidential information.
Perform other duties as assigned.
Work independently and manage multiple and rapidly changing priorities; organize, set priorities, and exercise sound judgment within areas of responsibility while maintaining confidentiality.
Establish and maintain highly effective working relationships with employees and others encountered in the course of work.
Demonstrate leadership and management skills, including supervising, coaching staff, and monitoring staff performance.
Use appropriate degree of tact, discretion, and diplomacy in addressing various work situations.