Supervisor, Transit Control Center

Metropolitan Council•Minneapolis, MN

3d•Onsite

About The Position

The Supervisor, Transit Control Center (TCC) will be responsible for managing and coordinating transit service ensuring scheduled service is provided. The Supervisor, TCC responds to and resolves issues through the utilization of organizational resources; acts on transit service disruptions, emergency management, regional transit security incidents, accidents and medical emergencies. Dispatches Transit Police for bus, light rail and commuter rail events. Handles 911 transfer calls from local Public Safety Answering Points (PSAP). NOTE: This position will be required to work onsite at the Transit Control Center with hours including nights, weekends, and holidays. Time-off requests for supervisors go through a bidding process. This posting will create a six-month eligible list for current and future positions.

Requirements

Any of the following combinations of experience in transit, passenger transportation, public safety, emergency call-center, dispatching, or closely related field and completed education:
High school diploma/GED with seven (7) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
Associate's degree with five (5) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
Bachelor’s degree or higher with three (3) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
Metropolitan Council Employees Only. Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.
Metro Transit Leadership Academy = 1 year
Project Management Development Program (12-month session) = 1 year
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience: Leading Self-Personal Effectiveness Certificate, Leading Self-Communication Certificate, Leading Self-Business Skills Certificate, Leading Others-Preparing for Supervisor Certificate
Valid Driver's License and an acceptable driving record.
Typing at 25 wpm.

Nice To Haves

Degree in Business, Management, Operations, Transportation or closely related field.
Typing at 40 wpm or more.
Experience working in a call center or communication center environment that required accurate decision making and critical problem-solving skills.
Experience working in a fast-paced team environment.
Experience supervising (may include leading, coaching, providing work direction, and mentoring/training others) employees in a union environment.
Experience making relevant logical decisions and entering that information into oral and written reports.
Excellent customer service skills with the ability to conduct oneself professionally and handle sensitive and difficult issues in a clear and tactful manner.
Experience working with diverse communities and workforces.

Responsibilities

Responds to and resolves issues regarding regional transit security incidents, accidents, and medical emergencies.
Handles radio and phone reports of incidents and communicates information via computer aided dispatch (CAD)/automatic vehicle location (AVL) and 800 MHz radio system on multiple intra-agency and multi-agency Talk Groups.
Dispatches Transit Supervision and aids in their response.
Monitors and manages the on-time service performance for the Metro Transit fleet using the current AVL technology; ensures documentation and service resolution for operators running outside operating standards.
Resolves regional transit service disruptions to ensure scheduled service is provided by coordinating work fill, authorizing bus operator overtime, instructing bus operators and mechanics, and monitoring vehicle locations within the service area.
Dispatches and supports the Metro Transit Police, communicates and coordinates primary agency response with other agency PSAP's, checks and verifies warrants, license status and trespass records, contacts other police departments as needed within the state or nation-wide, monitors alerts on the criminal justice information system.
Makes mechanical service call decisions based on information received from bus operators and decipher differences between minor and severe issues; coordinates service with maintenance department.
Provides supervision and work direction to bus operators using 800 MHz radio, telephone and computerized text messaging; issue written performance records to include training requests, commendations, and Operator work violations.
Responds to and resolves general customer service concerns such as lost and found items, missing persons, safety and security issues, and transit policies.
Monitors various facility, equipment, security alarm notification systems, CCTV cameras, and determines and coordinates appropriate agency response.
Performs other related duties as assigned or apparent.