Office Manager – Metro QC

Keolis America • Rock Island, IL

4d • Hybrid

About The Position

Keolis is seeking an Office Manager in Rock Island, Illinois. This role requires at least 3 years of experience as an Office Manager or equivalent in transit or logistics, with specific knowledge of Paratransit ADA experience, FTA and ADA guidelines, and prior dispatching/reservation experience. The ideal candidate will have a High School Diploma or equivalent, with a BS/BA in business administration being a plus. The position demands the ability to work without direct supervision, communicate effectively in English, and work flexible schedules including nights, weekends, and holidays. Computer literacy, 3 years of experience in HR and payroll administration, and experience analyzing data and reporting are essential. Intermediate knowledge and experience of Microsoft Office Suite are also required.

Requirements

• At least 3 years of experience as Office Manager or equivalent in transit or logistics
• Paratransit ADA experience required
• Must have 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.

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.
• Any other duties assigned
• 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

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