Service Quality Supervisor

Transdev•Phoenix, AZ

8h•$27 - $34•Onsite

About The Position

Service Quality Supervisor Transdev in Phoenix, Arizona is hiring a Service Quality Supervisor to perform a variety of functions to ensure that quality transportation service is efficiently delivered to our customers, in both the office and on the road. We are seeking customer service-orientated professionals who are dedicated to safety. Location: South Yard – 2225 W Lower Buckeye Rd, Phoenix, AZ 85009 Relocation: Assistance not provided. Application Requirement: Applicants must submit a résumé to be considered. Transdev is proud to offer: Competitive compensation package of $27.00 - $33.50k hourly (DOE). Benefits Include: Attractive benefits package, including 401(k) with company contribution, medical, dental and vision. Paid time off & vacation. Paid sick days Holidays Benefits may vary depending on location policy. Key Responsibilities: Overseeing day-to-day activities of operators to ensure compliance with operational requirements for safe bus operations. Provide support, advice, and guidance to operators in responding to a variety of issues, assess situations and determine the appropriate course of action (e.g., additional training, counseling) to prevent further occurrences in the future. Ensure a positive work environment for operators they will provide coaching, mentoring and non-safety related training to promote high employee motivation and morale and commitment to company values and excellence in customer service. Promote Transdev policies and procedures in a positive way to operators, passengers, and to the public. Supervisor yard pre-trips and buses’ on-board tech functionality. Perform vehicle and operator safety evaluation ride checks, observe of operators while making their runs, and recommend the necessary retraining. Request assistance from the Command Center when necessary. Complete daily Road Supervisor’s log of all actions performed during shift. Complete required paperwork for special assignments, such as bus checks, camera checks, on-time performance blitzes, DVIR checks, etc. Respond to and investigate accidents and incidents immediately when requested by management or Command Center. Supervise service problems including rerouting, accidents and incidents with the goal of restoration of interrupted service. Support operators in preparing accident reports. Interact with and assists transit passengers as necessary. Investigate and respond to unsafe location/situation reports; make recommendations and/or changes to resolve the unsafe situation. Inform appropriate management personnel regarding operational problems and coordinate efforts toward their resolution. Communicate effectively and in a timely manner with safety, Command Center Coordinators, Dispatch Window SQS, and Maintenance. Monitor the Operator Check-In-Check-Out (CICO) process using our Visual Dispatch System (VDS) software to make sure runs are being filled on-time and to identify any runs which are open due to either a late arriving Operator or a last-minute call-off. Assure all DOT rules for hours-of-service are followed. Receive Out-of-Service (OOS), Short Run, DOT, and PM bus lists from Maintenance Foreman and ensure buses are assigned to the appropriate runs, according to Maintenance Dept. requests for return times/mileage concerns. Other duties as assigned to ensure the smooth operation of the bus system as a whole.

Requirements

High school diploma or equivalent. Degree preferred.
Must have a minimum of 2 years’ experience in the transportation industry with emphasis on safety.
2-3 years supervisory experience.
Familiarity with Title VII laws.
Knowledge of state and local regulations/guidelines, inclusive of DOT, FTA, and FMCSA.
Ability to interpret and initiate policies and procedures.
Ability to secure a Class "B" CDL with a "P" endorsement.
Considerable knowledge of and ability to use personnel computers and related software.
Demonstrate ability to identify and understand problems and to determine the appropriate measures it takes to solve problems.
Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
Excellent communication skills both written and oral.
Proficiency with Microsoft Word, excel and other Office packages.
Ability to manage customer relationships, provide strong customer service skills and work in a fast-paced team environment.
Proven organization skills, understanding importance of prioritizing effectively and managing multiple tasks in an environment with ever competing demands.

Nice To Haves

Trapeze experience a plus.
Union experience helpful.

Responsibilities

Overseeing day-to-day activities of operators to ensure compliance with operational requirements for safe bus operations.
Provide support, advice, and guidance to operators in responding to a variety of issues, assess situations and determine the appropriate course of action (e.g., additional training, counseling) to prevent further occurrences in the future.
Ensure a positive work environment for operators they will provide coaching, mentoring and non-safety related training to promote high employee motivation and morale and commitment to company values and excellence in customer service.
Promote Transdev policies and procedures in a positive way to operators, passengers, and to the public.
Supervisor yard pre-trips and buses’ on-board tech functionality.
Perform vehicle and operator safety evaluation ride checks, observe of operators while making their runs, and recommend the necessary retraining.
Request assistance from the Command Center when necessary.
Complete daily Road Supervisor’s log of all actions performed during shift.
Complete required paperwork for special assignments, such as bus checks, camera checks, on-time performance blitzes, DVIR checks, etc.
Respond to and investigate accidents and incidents immediately when requested by management or Command Center.
Supervise service problems including rerouting, accidents and incidents with the goal of restoration of interrupted service.
Support operators in preparing accident reports.
Interact with and assists transit passengers as necessary.
Investigate and respond to unsafe location/situation reports; make recommendations and/or changes to resolve the unsafe situation.
Inform appropriate management personnel regarding operational problems and coordinate efforts toward their resolution.
Communicate effectively and in a timely manner with safety, Command Center Coordinators, Dispatch Window SQS, and Maintenance.
Monitor the Operator Check-In-Check-Out (CICO) process using our Visual Dispatch System (VDS) software to make sure runs are being filled on-time and to identify any runs which are open due to either a late arriving Operator or a last-minute call-off.
Assure all DOT rules for hours-of-service are followed.
Receive Out-of-Service (OOS), Short Run, DOT, and PM bus lists from Maintenance Foreman and ensure buses are assigned to the appropriate runs, according to Maintenance Dept. requests for return times/mileage concerns.
Other duties as assigned to ensure the smooth operation of the bus system as a whole.