Transportation Operations Manager

Hope Network Careers•Grand Rapids, MI

11d

About The Position

The Operations Manager is a key associate at Hope Network whose primary responsibilities include: coordinate and manage the day to day operations of the Transportation Customer Care Center including telephone communications, scheduling of routes, determining passenger eligibility and billing codes, data collection, scheduling of Customer Care Coordination staff, assisting in staff supervision and other activities related to the provision of transportation services. In cooperation with the Director will ensure that all services are provided in a manner that reflects sand supports the mission, values and strategic initiatives of the organization. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: This is not intended to be an exhaustive listing of job functions. This job description in no way states or implies that these are the only duties to be performed by this employee. The employee is required to follow any other instructions and to perform any other duties as assigned. Regular and predictable attendance is an essential requirement of this position.

Requirements

4-year degree (BA/BS) from an accredited university/college or five (5) years transportation operations experience required.
Minimum of two (2) years supervisory experience
Valid driver’s license with acceptable driving record as it relates to Hope Network policy.
Computer literate and competency with Microsoft Office Suite, and other computer applications/software.
Ability to communicate, listen and negotiate.
Ability to multi task and work independently.
Ability to problem-solve in a fast pace environment.
Ability to direct assigned staff to ensure quality and quantity of work and to promote professional growth and development.
Interpersonal skills sufficient to communicate with transportation customers, stakeholders, guardians, staff, and public entities.

Nice To Haves

Familiarity with Trapeze scheduling software is preferred.

Responsibilities

Responsible for the direct supervision, selection and assignments of Customer Care staff.
Responsible for taking the lead in the day-to-day operations of the Transportation Customer Care Center including telephone communications, program implementation, passenger eligibility, scheduling, vehicle assignments, and dispatching of both staff and route assignments.
Review all new passenger information for accuracy and actively maintain/improve efficiencies such as productivity.
Responsible for performing evaluations for the Customer Care Coordinators as scheduled.
Assist the Director in identifying and producing new process improvements.
Complete any training needed to improve the quality of the department and/or the agency.
Work with the Vehicle Maintenance Coordinator to ensure all vehicles meet agency standards.
Assist in the processing of new service requests, determining consumer eligibility, confirming funding source, establishing a billing rate, and our ability to accommodate according to prescribed guidelines.
Assist and facilitate the scheduling of transportation services for multiple users in the most efficient and cost effective manner possible while insuring as adequate level of service, quality, and flexibility.
Assist in supervising the office staff in the day to day operations and will make necessary adjustments to work assignments to meet the needs of the customer and manage the work flow of the Customer Care Office to ensure deadlines are met.
Will oversee complaints from passengers, caregivers, drivers, agencies, community, etc., and will provide resolution and document occurrences as required.
Guide assigned staff in problem solving, negotiating with customers, customer service techniques.
Assist the Director in assuring that Transportation Services meet all standards of service excellence and assist with FTA and MDOT compliance.
Work with the management team to review, develop and implememnt departmental policy and procedures, with an emphasis on increasing quality and efficiency.
Provide direction to the agency in vehicle procurement,insurance claims and the safety policy.
Represent HNWM consumers, families, guardians, community agencies/businesses and outside agency personnel demonstrating the highest level of professional accountability.
Perform other duties as assigned for the good of the consumers, the program, the department and the agency.
Other duties as assigned.