Dispatch and Call Center Supervisor

Central Oregon Intergovernmental Council•Central Oregon, OR

About The Position

Cascades East Transit (CET) is seeking an experienced supervisor to lead its Dispatch and Call Center Customer Service teams. This salaried position pays $5,546.00 to $8,640.00 per month, depending on qualifications and experience. The supervisor manages the CET Dispatch and Call Center under the direction of the CET Operations Manager and collaborates with CET Field Supervisors to support effective daily operations. The role develops and maintains procedures, trains staff on policies and procedures, and ensures compliance with applicable policies, regulations, and the ATU Collective Bargaining Agreement. The role leads and supports Dispatch and Call Center staff, oversees demand-response routing and scheduling, and helps ensure timely passenger pickups and deliveries. It also monitors customer service and operational performance, resolves complaints, supports safety practices, and responds to emergencies in communication with the CET Operations Manager. The job description notes that its duties are representative rather than exhaustive and may change. COIC’s transportation program works to strengthen regional transportation services and infrastructure through regional planning, administration and operations, service coordination, and project development. COIC describes its mission as supporting the region through collaboration, shared service delivery, technical assistance, information sharing, and resource development. COIC states its commitment to diversity and inclusion and provides equal employment opportunities without discrimination or harassment.

Requirements

Bachelor’s degree and three years of work experience in a related field, or an equivalent combination of education and experience in a related field.
At least one year of management or supervisory experience.
Ability to supervise and provide leadership to staff.
Ability to understand and adhere to Americans with Disabilities Act (ADA) and Federal Transit Administration (FTA) regulations.
Working knowledge of transportation software.
Working knowledge of union collective bargaining agreements.
Functional knowledge of BOLI wage and hour laws.
Ability to work independently and effectively without close supervision and within a team environment.
Effective written and verbal communication skills.
Ability to establish and maintain cooperative working relationships and work as part of a team.
Demonstrated public-speaking and presentation skills.
Courtesy and professionalism in representing COIC and maintaining and promoting its positive reputation.
Ability to work effectively under pressure and exercise discretion with confidential matters.
Proficiency with Excel, Word, and the MS Office Suite.
Ability to maintain client and agency confidentiality.
Effective time-management and organizational skills.
Mobility to work in a typical office setting and use standard office equipment.
Must pass criminal background and driving background checks and successfully pass a DOT pre-employment drug test.
Ability to clearly communicate in person or over the telephone.
Close vision sufficient to read printed materials and a computer screen.
Ability to occasionally stand, walk, reach, climb or balance, stoop, kneel, crouch, or crawl; occasionally lift up to 20 pounds; and drive a motor vehicle to various work sites when required.

Nice To Haves

Dispatch and/or Call Center experience is preferred but not required.

Responsibilities

Direct and supervise Dispatch and Call Center staff, including assigning work, training, and managing performance.
Coach and motivate staff through guidance, support, and effective supervisory and human-relations skills.
Coordinate staff hiring with Human Resources and the CET Operations Manager, including application review, interviewing, orientation, and training.
Conduct employee performance reviews and review and approve timesheets for accuracy and consistency with schedules.
Coordinate and approve time-off requests while maintaining effective operations.
Investigate and resolve complaints or problems and implement corrective action for performance or conduct issues as required.
Manage efficient, on-time routing and scheduling for all Demand Response buses.
Help maintain on-time passenger pickups and deliveries and answer questions about rides and travel information.
Ensure proper radio protocol is followed.
Review and resolve customer complaints about ride setup, scheduling, routing, and pickup or delivery timeliness; keep the CET Operations Manager informed of complaint status.
Develop and train staff on procedures for all Dispatch and Call Center functions.
Monitor CSR work, Call Center workload and performance, and ongoing work and projects.
Ensure procedures and operations are consistent with applicable policies, standards, systems, and state and federal parameters; update procedures as necessary.
Pursue continuous improvement of Dispatch and Call Center operations and evaluate and implement expansion plans as necessary.
Respond to emergencies and manage incidents in communication with the CET Operations Manager.
Assist with oversight of safety practices and procedures.
Maintain compliance with the Driver Manual, Drug & Alcohol policy and procedures, emergency procedures, and the ATU Collective Bargaining Agreement.