Lead Driver - Metro QC

Keolis America•Rock Island, IL

4d•Hybrid

About The Position

This role oversees driver and vehicle operations, focusing on enhancing customer service, supporting drivers during revenue service, and responding to incidents. The Lead Driver is the first line of response for service delivery issues, accidents, and customer comments. They are responsible for monitoring operators to ensure compliance with standards, assisting dispatch, and providing feedback on safety and performance. The position also involves managing special events, inspecting vehicles, coaching employees, and potentially operating a vehicle when needed. Additionally, the Lead Driver plays a key role in training new operators, serving as a mentor, and identifying retraining needs. They must comply with all safety regulations and promote road safety.

Requirements

High School diploma or equivalent
Paratransit ADA experience required
Must have extensive knowledge of FTA and ADA guidelines
Prior dispatching/reservation experience required
Must Possess a valid IL Driver’s License and have an acceptable driving record.
Minimum of 2 years of experience as a full-time paratransit operator required
Knowledge of project specific vehicles, components, and data/communications systems
Strong customer service attitude
Intermediate knowledge and experience of Microsoft Office Suite
Transportation Dispatching Software knowledge required
Ability to work flexible schedules that may include nights, weekends, and holidays.
Ability to read, write and speak English
Ability to communicate effectively and work with all departments
Ability to work independently and objectively
Ability to de-escalate situations/ incidents with passengers, employees, and the general public
Ability to make decisions, manage change and time
Strong analytical and reporting skills
Applicants must be authorized to work in the United States.

Nice To Haves

Prior lead or supervisory experience preferred

Responsibilities

Oversee driver and vehicle operations.
Enhance customer service and support drivers during revenue service.
Respond to accidents or incidents and follow all reporting policies and procedures.
Monitor condition of bus stops and assess operating conditions and on-time performance.
Act as the first line of response in service delivery for incidents and accidents.
Monitor operators in service to ensure they meet uniform and equipment standards and are in possession of proper licensing and certifications.
Assist dispatch staff with vehicle change outs that occur in the field.
Provide feedback to safety and operations departments on service items that affect safety and performance.
Identify potential safety hazards and provide feedback to be incorporated into daily operations procedures.
Follow company safety and operational rules and procedures.
Handle Special Event management.
Monitor pullout to ensure on-time performance.
Inspects vehicles for damage and compliance with safety standards.
Coach employees based on onboard surveillance technology and observation in the field.
May be assigned to operate a vehicle based on business needs.
Perform dispatch/reservation duties as needed to ensure full coverage.
Makes regular observations of operators to ensure high-quality service provision.
Respectfully enforces Keolis’ and MetroLINK policies and procedures as well as the code of conduct.
Accountable for driver group safety performance.
Conducts field supervision of the operators to assess performance and competence.
Prepares and delivers regular driver scorecard results, coaching drivers to ensure continual improvement.
Accountable for the operators’ contribution to the overall customer experience.
Assists with customer comments investigations.
Build a positive relationship with the operators.
Addresses driver performance issues, providing coaching when appropriate.
Acts as liaison between drivers and other departments.
Work with applicable Keolis resources to recruit, interview, onboard, train and retain qualified operators.
May provide behind-the-wheel (BTW) training for new operators and trainees.
Conducts on-board evaluations and in service training to operators according to schedule and/or need.
Provides BTW retraining as directed.
Evaluates new operator driving skills using appropriate checklists and evaluation forms.
Provides appropriate feedback to new operators.
Serve as role model and mentor to new operators.
Identifies retraining needs.
Recognizes and reports safe and unsafe acts / conditions to Management.
Provides feedback to General Manager regarding training needs.
Assists with identifying additional or refresher training needs based on current trends within the employee base.
Comply with all requirements of the Road Traffic Safety Management System.
Comply with the rules, laws and regulations relating to road safety.
Promote road safety when driving a vehicle.