Operations Supervisor

National Express•Overland Park, KS

11d

About The Position

The Operations Supervisor provides overall leadership for a local customer service center (CSC), directing student transportation services, driver training, and vehicle maintenance programs in support of the operating plan and business goals. The role leads staff and promotes safe, efficient, and effective operations while ensuring employees receive required training and develop the skills needed for their assignments. The supervisor sets performance expectations, coaches and counsels direct reports, administers discipline as necessary, and ensures compliance with company policies and procedures, escalating violations to the General Manager and/or corporate personnel. The role oversees compliance with state and school district regulations; represents the company in meetings with school district representatives; prepares customer reports; and documents and manages customer and employee complaints, including reviewing customer survey data. The supervisor maintains knowledge of CSC contracts and operational requirements, manages labor hours and budgets, reviews exception reports, approves expenditures under company guidelines, ensures effective vehicle utilization, and oversees vehicle-route optimization. The position also supports the company's commitment to transportation safety, customer service, positive employee relations, and the protection and safeguarding of children and passengers.

Requirements

High school diploma or equivalent.
At least 5 years of work experience; college education may substitute for up to 2 years of required work experience.
Strong working knowledge of Microsoft Office software, including Word, Excel, Outlook, and PowerPoint, and transportation-related software.
Strong leadership and interpersonal skills.
Strong organizational and group presentation skills.
Well-developed multitasking and time-management skills.
Valid Commercial Driver’s License with appropriate endorsements.

Nice To Haves

Some college education.
Three years of experience in the ground transportation industry; this may be waived with at least 1 year of supervisory experience.
Supervisory experience, particularly supervising or training a driver workforce.
Bilingual abilities.

Responsibilities

Provide overall CSC operational leadership by directing student transportation services, driver training, and vehicle maintenance programs.
Lead staff and promote safe, efficient, and effective operations.
Monitor staff training requirements and ensure employees obtain the skills needed for their assignments.
Set performance expectations, coach and counsel direct reports, and administer discipline as necessary.
Ensure compliance with company policies and processes, escalating violations to the General Manager and/or corporate personnel.
Oversee compliance with state and school district regulations.
Attend meetings with school district representatives and represent the company professionally.
Prepare and submit required customer-related reports in a timely manner.
Document and manage customer or employee complaints and review customer survey data.
Maintain knowledge of CSC contracts and related operational requirements.
Collect and audit employee time sheets as needed, and manage direct and indirect hours to meet budget requirements.
Examine and review the daily exception report.
Approve expenditures in accordance with company guidelines.
Ensure effective utilization of vehicles and oversee optimization of vehicle routing.
Demonstrate ethical conduct and personal integrity, and report concerns about suspicious or inappropriate behavior to a supervisor or manager.