Dispatch Supervisor (Communications Supervisor) - BRTA

Keolis Canada • Pittsfield, MA

9h • $26 - $29 • Hybrid

About The Position

The Dispatch Supervisor (Communications Supervisor) is responsible for overseeing the day-to-day transit service operations. This role involves monitoring service in real-time, adjusting resources to address delays, disruptions, or emergencies, and ensuring adherence to schedules, routes, and service standards. The supervisor will coordinate with dispatch, field supervision, and control center teams, and will issue corrective action and disciplinary records to staff as required. Other duties as assigned are also part of this role.

Requirements

• Minimum 3 years prior dispatch experience in fast-paced environment
• High School Diploma or equivalent required.
• Intermediate computer experience, to include Microsoft Office Suite.
• High level of attention to detail.
• Effective communication skills, both written and oral.
• Excellent Customer Service skills
• Strong organizational planning skills.
• Strong practical skills.
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Basic math skills with strong analysis and problem-solving skills.
• Ability to work in a union environment.
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Applicants must be authorized to work in the United States.

Nice To Haves

• Transit environment experience preferred
• Union environment experience desired

Responsibilities

• Supervise day-to-day transit service operations
• Monitor service in real-time and adjust resources to address delays, disruptions, or emergencies
• Ensure adherence to schedules, routes, and service standards
• Coordinate with dispatch, field supervision, and control center teams
• Issues corrective action and disciplinary records to staff as required
• Other duties as assigned
• Monitor fixed-route service using CAD/AVL systems, radio, and other communication tools.
• Track vehicle adherence to schedules, headways, and service standards.
• Communicate with operators to provide instructions, updates, and route adjustments.
• Coordinate service changes in response to delays, detours, traffic congestion, or service disruptions.
• Serve as the central point of contact for all radio communications with transit operators.
• Maintain clear, professional, and concise communication under normal and high-pressure conditions.
• Enforce proper radio protocol and communications discipline.
• Receive, assess, and respond to incidents including accidents, mechanical failures, passenger disturbances, and emergencies.
• Dispatch field supervisors, maintenance, and emergency responders as needed.
• Provide real-time guidance to operators during incidents.
• Document all incidents accurately and in accordance with agency policies.
• Relay critical service updates impacting passengers (delays, detours, service outages).
• Support customer service teams with real-time operational information.
• Maintain logs of communications, incidents, and service interruptions.
• Enter operational data into transit management systems.
• Generate reports and summaries for operations leadership.
• Adhere to all safety regulations, agency policies, and operating procedures.
• Support emergency preparedness and response protocols.
• Monitor operator compliance with safety and operational standards.

Benefits

• Competitive compensation and benefits
• Opportunities for development and growth throughout an exciting and rewarding career
• The safest work environment possible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED