Dispatcher - MWRTA

Keolis Canada•Framingham, MA

88d

About The Position

Dispatchers provide direction and communicate with all operators while monitoring system performance and making scheduling adjustments to maximize on-time performance, minimize customer wait times for on-call or will-call services, and minimize service disruptions caused by vehicle or operator availability and emergency situations. The role also supports passengers, documents service events, maintains logs and records, and promotes a safe work environment. The position frequently involves working inside and outside vehicles and may expose the employee to extreme hot or cold weather and fumes. It may require sitting for more than eight hours per day with frequent keyboard, computer monitor, and telephone use. Duties may also involve twisting, squatting, bending, pushing, lifting, pulling, climbing stairs, and walking on uneven surfaces while assisting passengers. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employment in this safety-sensitive position is contingent upon passing a pre-employment drug screen and physical examination, as well as completing a background check consistent with applicable laws. Applicants must be authorized to work in the United States; Keolis does not sponsor visas for this position. Keolis states its commitment to safety, environmental protection, equal employment opportunity, reasonable accommodations, and employee development and growth.

Requirements

At least 2 years of radio and/or window dispatch experience in a fast-paced environment.
Valid Massachusetts driver's license and 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, including in emergency and routine situations.
Strong analytical and reporting skills.
Applicants must be authorized to work in the United States; visa sponsorship is not provided.
Must pass a pre-employment drug screen and physical examination for this safety-sensitive position and complete a background check consistent with applicable laws.

Nice To Haves

Transit environment experience.
Knowledge of transportation dispatching software.

Responsibilities

Assign work, vehicles, and onboard equipment to operators and maintain check-out logs.
Assign operators when there are absences or increased service volumes to minimize service disruptions caused by traffic, vehicle malfunctions, operator problems, or emergencies.
Maintain accurate information in the Time & Attendance System.
Verify operator credentials and fitness for duty at check-in.
Communicate with operators and provide information about customers, cancellations, and directional assistance as needed.
Monitor operators and trip status, making adjustments and reassignments to support on-time performance.
Assist operators during emergencies or vehicle malfunctions, communicating with operations and safety staff where appropriate.
Reschedule trips when needed because of vehicle malfunctions, traffic, or emergencies.
Reconcile operator trip manifests when required.
Assist passengers with using the service and answer inquiries about individual trip status.
Accurately document daily service events.
Collect and catalog lost-and-found articles and attempt to contact the appropriate passengers where possible.
Maintain a safe work area and focus on safety to reduce the risk of injury to oneself or other employees.
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.