Service Quality Manager

Transdev•Garden City, NY

14d•$70,000 - $72,000

About The Position

The Service Quality Manager supports Transdev's contracted services agreement with Nassau County by providing hands on street operation management and supervision with proactive measures, including the issuance of directives to bus operators to keep fixed route bus services running safely and on time in spite of obstacles from traffic events, weather, passenger disruptions and other potential service interruptions. When situations require variation from standard practice, such as detours and schedule adjustments, the SQM makes critical decisions and exercises the full authority of the Company. Delivery of high-quality service to the riding public is the foremost responsibility of the SQM. This position is multi-functional and may rotate in shifts from a desk at the Command Control Center, Check In/Out at the window, assigning buses to operators, driving in the field or boarding buses for real time service management and supervision. The work is often a series of routine and repetitive tasks punctuated with events requiring focus, attention, and problem solving in short intervals based on processing information quickly. Decisions making or information relayed requires clear communications one on one with internal staff, external agencies or with Nassau County bus customers onboard or at a bus stop. Incumbents must enjoy using their knowledge and skill to help others.

Requirements

High school diploma or equivalent.
5+ years operations experience in a safety sensitive environment.
5+ year’s previous supervisory experience.
Must be able to prepare memos, reports and summaries in a concise manner.
Ability to speak clearly to others and to convey information effectively in person, by phone or radio.
Experience dealing with the Union and working in the transportation industry a must.
Valid CDL class B with passenger and airbrake endorsements.
Must be able to demonstrate poise, tact, diplomacy and possesses good judgment and discretion.
Must possess ability to lead and motivate employees.
Detail oriented, well organized, and possess effective time management skills.
Proven customer service and interpersonal skills a must.
General knowledge of Windows-based computer operating system and Microsoft office package.
Must be able to work as a member of the team.
Ability to interact professionally with internal and external customer on all levels and be able to work well with diverse groups.
Must be able to work flexible hours or shifts.
Work outside in varying temperature, weather, and humidity conditions-100% of the job is performed outside, work alone and in remote locations.
Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise
Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
Successfully pass a pre-employment drug screen.

Nice To Haves

Previous experience in transportation or public service industry highly desirable. Also, experience with monitoring of computers, dispatching in any field.