Dispatch Supervisor (Communications Supervisor) - BRTA

Keolis America•Pittsfield, MA

1d•Hybrid

About The Position

The Dispatch Supervisor (Communications Supervisor) is responsible for supervising day-to-day transit service operations. This role involves monitoring service in real-time, adjusting resources to address delays 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 be responsible for issuing corrective action and disciplinary records to staff as required. Other duties may be assigned.

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
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
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