Supervisor, Transit Control

Metropolitan Council•Minneapolis, MN

6d•Onsite

About The Position

The Supervisor, Transit Control Center (TCC) manages and coordinates transit service to ensure scheduled service is provided. The position responds to and resolves service issues using organizational resources, including transit service disruptions, emergency management events, regional transit security incidents, accidents, and medical emergencies. The supervisor also dispatches Transit Police for bus, light rail, and commuter rail events. This position works onsite at the Transit Control Center. Work hours include days, nights, weekends, and holidays; supervisors' time-off requests are handled through a bidding process. The role is safety-sensitive and subject to random DOT drug tests. Work is performed in a standard dispatch setting at a computer workstation for extended periods, and may require travel between primary work sites and other sites. This posting creates an eight-month eligible list for current and future positions.

Requirements

One of the following combinations of education and experience in transit, passenger transportation, public safety, emergency call-center, dispatching, or a closely related field: high school diploma/GED and seven years of experience; associate's degree and five years of experience; or bachelor's degree or higher and three years of experience.
Each qualifying education-and-experience combination requires at least one year of management, supervisory, or lead experience, which may include training, mentoring, or providing work direction to others.
For Metropolitan Council employees only, successful completion of one of the listed leadership/supervisory training programs may substitute for lead/supervisory experience: Metro Transit Leadership Academy; Project Management Development Program (12-month session); or all four specified Learning Institute certificates.
Valid driver's license in Minnesota or Wisconsin, or ability to obtain one within 60 days of employment.
Acceptable driving record.
Ability to pass a criminal background check with fingerprinting.
Typing speed of at least 25 words per minute.
Ability to make sound decisions and maintain situational awareness in a fast-paced communications-center environment.
Effective customer service, oral communication, and written communication skills.
Basic skills in MS Word, Excel, and other Windows-based environments.
Ability to work effectively in a team, multitask, prioritize work, remain calm under pressure, and adapt to changing circumstances.
Ability to read and interpret union contracts, safety rules, operating and maintenance instructions, and procedure manuals.
Ability to learn Twin Cities metro-area geography and read and interpret maps and geographical directions.

Nice To Haves

Degree in Business, Management, Operations, Transportation, or a closely related field.
Typing speed of 40 words per minute or more.
Experience in a call center or communication center requiring accurate decision-making and critical problem-solving.
Experience working in a fast-paced team environment.
Experience supervising employees in a union environment, including leading, coaching, providing work direction, or mentoring and training others.
Experience making logical decisions and documenting information in oral and written reports.
Excellent customer service skills and the ability to handle sensitive and difficult issues professionally, clearly, and tactfully.
Experience working with diverse communities and workforces.

Responsibilities

Respond to and resolve regional transit security incidents, accidents, and medical emergencies.
Handle radio and phone incident reports and communicate information using computer-aided dispatch (CAD), automatic vehicle location (AVL), and the 800 MHz radio system across multiple intra-agency and multi-agency Talk Groups.
Dispatch Transit Supervision and support their response.
Monitor and manage Metro Transit fleet on-time performance using AVL technology; document and resolve cases involving operators running outside operating standards.
Resolve regional transit service disruptions by coordinating work fill, authorizing bus operator overtime, instructing bus operators and mechanics, and monitoring vehicle locations.
Dispatch and support Metro Transit Police; coordinate primary-agency responses with other agency PSAPs; check and verify warrants, license status, and trespass records; contact other police departments as needed; and monitor criminal justice information system alerts.
Make mechanical service-call decisions based on bus operator reports, distinguish minor from severe issues, and coordinate service with the maintenance department.
Provide bus operators with supervision and work direction through radio, telephone, and computerized text messaging; issue written performance records, including training requests, commendations, and operator work violations.
Respond to and resolve customer service concerns, including lost and found items, missing persons, safety and security issues, and transit policies.
Monitor facility, equipment, and security alarm notification systems and CCTV cameras, and determine and coordinate appropriate agency responses.
Perform other related duties as assigned or apparent.