Dispatcher - MWRTA

Keolis America•Framingham, MA

19d

About The Position

Dispatchers provide direction and communicate with operators while monitoring system performance and making scheduling adjustments as needed. The role aims to maximize on-time performance, minimize customer wait times for on-call or will-call services, and reduce service disruptions related to vehicle or operator availability and emergency situations. Dispatchers also assist passengers, document service events, maintain safety, and coordinate with operations and safety staff. The role includes other duties as assigned.

Requirements

At least 2 years of radio and/or window dispatch experience in a fast-paced environment.
Valid Massachusetts driver license.
Ability to obtain a CDL.
Ability to handle stress, including emergency situations.
Intermediate knowledge and experience with Microsoft Office Suite.
Excellent organization and multitasking skills.
Excellent written and oral communication skills.
Good judgment, reasoning, and decision-making skills in routine and emergency situations.
Strong analytical and reporting skills.
Must pass a pre-employment drug screen and physical examination for this safety-sensitive position.
Must complete a background check consistent with applicable federal, state, and/or local laws.
Must be authorized to work in the United States; visa sponsorship is not provided.

Nice To Haves

Transit environment experience preferred.
Knowledge of transportation dispatching software desired.

Responsibilities

Assign work, vehicles, and onboard equipment to operators, and maintain check-out logs.
Assign operators to cover absences or increased service volumes to minimize service disruptions.
Maintain accurate information in the Time & Attendance System.
Verify operator credentials and fitness for duty at check-in.
Maintain communication with operators and provide customer information, cancellation updates, and directional assistance when needed.
Monitor operators and trip status; make adjustments and reassignments to support on-time performance.
Assist operators during emergencies or vehicle malfunctions, coordinating with operations and safety staff as appropriate.
Reschedule trips as needed because of vehicle malfunctions, traffic, or emergencies.
Reconcile operator trip manifests when required.
Assist passengers with using the service and with inquiries about individual trip status.
Accurately document daily service events.
Collect and catalog lost-and-found articles and attempt to contact passengers when possible.
Maintain a safe work area and focus on reducing the risk of injury.
Establish and monitor on-time performance.
Maintain exceptions and incidents logs.
Assist drivers with informational material as needed.
Report drivers who fail to meet assigned duties to supervisors and duty managers.
Perform other duties as assigned.