Lead Driver - Metro QC

Keolis Canada • Rock Island, IL

5d • Hybrid

About The Position

This role oversees driver and vehicle operations, focusing on enhancing customer service, supporting drivers, responding to incidents, and monitoring service performance. The Lead Driver is the first line of response for service delivery issues and accidents, ensuring all reporting policies and procedures are followed. This position also monitors operators for compliance with standards, assists dispatch with vehicle change-outs, and provides feedback on safety and performance to relevant departments. The Lead Driver is expected to follow company safety and operational rules, handle special events, monitor pull-outs for on-time performance, and inspect vehicles for damage and safety compliance. Coaching employees based on surveillance technology and field observations is a key responsibility. The role may also involve operating a vehicle as needed and performing dispatch/reservation duties to ensure full coverage. The Lead Driver makes regular observations to ensure high-quality service, enforces company policies, and is accountable for driver group safety performance. Field supervision is conducted to assess performance and competence, and regular driver scorecards are prepared and delivered with coaching for continuous improvement. The Lead Driver is accountable for the operators' contribution to the customer experience, assists with customer comment investigations, and builds positive relationships with operators. Performance issues are addressed with coaching, and the Lead Driver acts as a liaison between drivers and other departments. This role also collaborates with Keolis resources for recruitment, interviewing, onboarding, training, and retention of qualified operators. Additionally, the Lead Driver may provide behind-the-wheel training, conduct on-board evaluations, and serve as a role model and mentor to new operators, identifying retraining needs and reporting safe/unsafe acts to management. Feedback is provided to the General Manager regarding training needs and trends within the employee base.

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
• Excellent planning and leadership abilities
• Excellent communication and interpersonal skills
• Must be detail oriented
• Self-motivated
• 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
• Ability to work under stress and meet strict timelines
• Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination.
• Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
• Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position.

Nice To Haves

• Prior lead or supervisory experience preferred

Responsibilities

• Oversee driver and vehicle operations.
• Enhance customer service, support drivers during revenue service, respond to accidents or incidents, monitor condition of bus stops, assess operating conditions and on-time performance.
• Serve as the first line of response in service delivery for incidents and accidents.
• Respond to accidents and follow all reporting policies and procedures.
• 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.
• Make regular observations of operators to ensure high-quality service provision.
• Respectfully enforce 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.
• Prepare and deliver regular driver scorecard results, coaching drivers to ensure continual improvement.
• Accountable for the operators’ contribution to the overall customer experience.
• Assist with customer comments investigations.
• Build a positive relationship with the operators.
• Address driver performance issues, providing coaching when appropriate.
• Act 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.
• Report any situation posing a risk to road safety to supervisor.
• Promote road safety when driving a vehicle.

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