Office Manager – Metro QC

Keolis Canada•Rock Island, IL

5d•Hybrid

About The Position

Keolis is seeking an experienced Office Manager for its Rock Island, Illinois location. This role is crucial for overseeing daily operations, ensuring compliance with transit regulations, and maintaining high standards of customer service and administrative efficiency. The Office Manager will play a key part in improving service delivery, managing staff, and handling various administrative, financial, and HR functions.

Requirements

At least 3 years of experience as Office Manager or equivalent in transit or logistics
Paratransit ADA experience required
Extensive knowledge of FTA and ADA guidelines
Prior dispatching/reservation experience required
High School Diploma or equivalent
Ability to work without direct supervision
Ability to read, write and speak English
Ability to work flexible schedules that may include nights, weekends, and holidays
Computer literate
3 years’ experience in HR and payroll administration
Experience analyzing data and reporting
Intermediate knowledge and experience of 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
Strong analysis and problem-solving skills
Basic math skills
Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position

Nice To Haves

BS/BA business administration a plus

Responsibilities

Review current and past performance of the service using a variety of reports, surveys, and analytical tools such as root-cause analysis, data-driven solutions, and employee feedback, to continue to improve service delivery, customer service, and accountability.
Work with GM and performance monitoring team to achieve constant improvement through creative initiatives for workforce engagement and high morale.
Ensure on-time pullouts by monitoring operators’ arrival time and assigning extraboard operators as needed.
Monitor operator check-in and perform fit for duty check by checking appearance and credentials.
Manage absenteeism in the group and take action to address unplanned absences.
Attend meetings with operators to assist with solving service and/or vehicle problems.
Perform dispatch/reservation duties as needed to ensure full coverage.
Responsible for maintaining and furnishing all documents related to the Contract, including but not limited to, on-time performance, Contract/penalty compliance, customer complaints and resolutions, staffing reports, etc.
Weekly/Monthly accurate updating of data to be displayed in the VIZ room to include but not limited to all measurables KPIs.
Manage requests from the client for various weekly and monthly reports and audits.
Manage office inventory and working with vendors to ensure regular supply of office materials.
Responsible for producing monthly billing and required reporting per the client contract.
Maintains integrity in dealing with internal and external customers.
Respond to questions and communicate effectively, both verbally and in writing, with passengers, the public and the client.
Work to resolve immediate and long-term customer-service related concerns, leveraging data and root cause analysis aimed at achieving continuous improvement.
Record all incidents, customer comments, compliments, no show, etc.
Conduct customer service activities: processes, reviews, and recommend actions.
Perform general investigation and respond to customer comments, compliments, and complaints.
Ensure that Client’s compliments and complaint standards are met and achieved.
Ensure that all customer feedback is reviewed and responded to in accordance with agreed standards.
Liaison with the corporate office for payroll and related records.
Implement controls and audits to maintain payroll accuracy and integrity.
Partner with Finance to ensure proper accounting, reporting, and reconciliation of labor expenses.
Oversee all HR functions including talent acquisition, employee relations, labor relations, and compliance.
Assist administration of company leave of absence policies.
Liaison between corporate human resources and leaves department for employee related matters.
Assist with internal communications tools to enable process improvement related to increasing engagement and building an inclusive, supportive workplace.
Assist with events and projects associated with organizational culture development.
Coordinate employee appreciation activities.
Maintains employee confidence by keeping information confidential.
Ensure that the Road Traffic Safety Management System (RTSMS) conforms to the requirements.
Ensure that the RTSMS processes are delivering their intended outputs.
Report to management on the performance of the RTSMS and on opportunities for improvement and on the need for change or innovation.
Ensure the promotion of customer focus throughout the organization.
Ensure the integrity of the RTSMS is maintained, when any changes to RTSMS are planned and implemented.
Any other duties assigned