Transit Control Center Operations Chief (Career Service)

King County•Wa, WA

10d•Onsite

About The Position

Metro Transit’s Bus Operations Division is offering a Career Service (CS) opportunity as a Transit Chief of Operations for the Transit Control Center (TCC). The Transit Control Center Chief provides real-time daily management and oversight of the daily TCC operations, and the transit services provided by Metro. The TCC Chief supervises and manages the performance of First-line Supervisors who remotely monitor and direct fixed-route bus operations. This role also coordinates responses to transit service operational events and incidents, and ensures system-wide internal and external information distribution about transit operational status, incidents, and events. This high-profile position requires the ability to coordinate efficiently with internal and external partners and make real-time decisions to support all aspects of Metro Transit operations. This includes assuming command and direction during critical and emergency situations and providing policy direction. The TCC Chief is a valuable resource to employees at the worksite, and the nature of the position requires candidates to demonstrate decisiveness, leadership skills, the ability to work collaboratively with union leaders and other professionals and demonstrated skill in creating a work environment that models customer service and respect. Ideal candidates will demonstrate excellent communication skills to be able to represent all levels of the Agency on internal, external, and cross-organizational initiatives, task forces, and projects, either in a participatory or lead role.

Requirements

Increasingly responsible transportation-related experience, including at least two years in a supervisory or lead capacity.
Leadership skills, including decisiveness, good judgment, integrity, and a strong commitment to equity and fairness.
Demonstrated knowledge, experience, and ability to effectively manage transit operational, in-service, real-time situations, and emergency management.
Critical thinking skills, particularly as they relate to emergency management, workforce planning, and process and continuous improvement.
Time management skills that demonstrate the ability to manage competing priorities, multiple projects, and daily responsibilities effectively and efficiently.
Ability to coach and mentor employees and/or first-line supervisors toward performance improvement.
A high level of attention to detail and efficiency in the sometimes-discrete completion of sensitive tasks (such as completing critical forms and investigations accurately).
Effective communication skills, both written and oral, that mirror Metro’s expectations and values.
Working knowledge of Microsoft operating system and MS Office suite (including Outlook, Word, Excel, and SharePoint).
Valid Washington State Driver’s License and the ability to operate a fleet motor vehicle, or alternative ability to travel to locations for which public transportation is not regularly available.
Work requires reporting for duty and directing first-line supervisory staff and operators, including during adverse weather events or other emergencies.
Work requires being the 24/7 on-call Transit Control Center Chief at various times throughout the calendar year.

Nice To Haves

Experience in a lead or supervisory position relative to the Transit Chief Position.
Experience working within a transit, fixed-route bus, or paratransit operations control/communications center environment which includes performing within its control and communication functions, such as call-receiving, dispatch, the management of services, schedules, and routes, and other related duties related to transit control and communication functions.
Experience working in an emergency, police, or fire call center environment position with ongoing, regular responsibility for directly supervising personnel performing such functions.
Knowledge of King County Metro Transit's policies and procedures.
Knowledge of the 587 Labor Agreement.
Experience or knowledge of the HASTUS System, or similar automated scheduling and management information systems.
Working experience in an operational unit of a public agency.
Project management experience.
The ability to think critically about impacts on service performance on both a local and global level.
The ability to give and receive feedback constructively and listen carefully to others with an open mind.

Responsibilities

Supervise and direct the work of Transit Control Center staff, exhibiting positive leadership and role modeling.
Indirectly supervise all transit operating personnel when responding to or making and implementing decisions regarding transit service.
Oversee the daily operation of the control center, assuming command and direction, both on and off the radio, during emergencies and critical situations.
Make real-time decisions to support transit service in emergency situations, particularly adverse weather and creatively solve transit operational difficulties as they arise.
Schedule staff to ensure all assignments are covered and staffing levels are appropriate to the workload.
Assign work schedules to relief coordinators.
Actively support and drive staff development utilizing county resources and tailoring your efforts to their strengths and areas of potential growth.
Plan and schedule coordinator training and orientation programs.
Monitor and evaluate trainee progress and certify qualification upon training completion.
Maintain training records.
Be part of a rotating 24/7 on-call duty shared by all chiefs working in the Transit Control Center.
Handle all personnel issues of assigned staff including employee support, performance monitoring and evaluation, investigations, and appropriate progressive discipline up to and including suspension and termination.
Review the work of each assigned coordinator to ensure qualitative and quantitative standards are met.
Interpret and apply King County and Metro Transit policy and procedures.
Conduct grievance hearings and make decisions regarding the resolution of grievances.
Investigate, research, or direct the research and resolution of operator/customer/employee complaints/suggestions, service reports, scheduling data, etc.
Work with others collaboratively to anticipate, identify and implement opportunities for efficiencies and business process improvements.
Serve as a professional representative or liaison of the Transit Control Center, the Bus Operations Division, or King County Metro Transit with senior management, other public agencies, private contractors, the public, and other internal and external transit partners, customers, and stakeholders.
Assist in the preparation and administration of the Transit Control Center budget and project budgets.
Participate on and/or lead committees, projects, and work processes, as assigned.
Address specific employee performance deficiencies: counsel, direct, assist the employee in problem-solving the deficiencies, establish and communicate performance expectations.
Act as Superintendent of the Transit Control Center, when assigned.
Perform other related job duties.