Transdev

Service Quality Manager-Nassau County, NY

US-NY-Garden City
2 weeks ago
Requisition ID
2017-7382
Position Category
Customer Service/Call Center/Dispatch/Reservationist/Scheduler
Internal Code
#TNA
Internal Reference
516
Internal Code 3
Ind1
Company/Division
Transdev Services

Overview

Transdev North America is the largest private sector operator of multiple modes of transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming

 

The Service Quality Manager supports Transdev's contracted services agreement with Nassau County by providing hands on street operation management and supervision with proactive measures, including the issuance of directives to bus operators to keep fixed route bus services running safely and on time in spite of obstacles from traffic events, weather, passenger disruptions and other potential service interruptions. When situations require variation from standard practice, such as detours and schedule adjustments, the SQM makes critical decisions and exercises the full authority of the Company. Delivery of high quality service to the riding public is the foremost responsibility of the SQM.

 

This position is multi-functional and may rotate in shifts from a desk at the Command Control Center to driving in the field or boarding buses for real time service management and supervision. The work is often a series of routine and repetitive tasks punctuated with events requiring focus, attention, and problem solving in short intervals based on processing information quickly.  Decisions made or information relayed requires clear communications one on one with internal staff, external agencies or with Nassau County bus customers onboard or at a bus stop. Incumbents must enjoy using their knowledge and skill to help others.

 

Responsibilities

General

 

  • Has decision making authority with realm of responsibility
  • Responsible for enforcing company policies within the shifts / service they manage
  • Responsible for disciplinary actions, such as verbal and written notifications involving Operators                 (or Mechanics)
  • Thorough understanding of labor contract and work rules and responsible for ensuring compliance
  • Ensures that all work direction is properly administered and documented
  • Participates in interviews and decisions for new hires
  • Leadership role in solving problems and directing personnel appropriately
  • Supervises and instructs bus Operators (or mechanics) with regard to safety and service
  • Directs, evaluates, commends and corrects the work of subordinate personnel with respect to adherence of rules, policies, and procedures
  • Investigates accidents and incidents
  • Perform (Operator / Mechanic) evaluations and provides recommendations based on those evaluations
  • Investigates makes and administers disciplinary decisions for those positions directly supervised.

 

TASK One: Managing/Supervise, Direct and Monitor field operations

 

  • Manage/supervise, direct and monitor road operations including but not limited to ensuring bus operators perform to the standards set by Transdev, Federal and State DOT, FTA and Nassau County.
  • Manage/supervise, direct and monitor bus operators including recommending discipline.
  • Route clearance: observe, react to, and report road conditions in need of repair or unsafe conditions that may affect bus operators or customers (pot holes, construction, obstructions, etc.)
  • Manage/supervise, direct and monitor bus operators for compliance with safety procedures, schedule maintenance, fare collection and general public relations
  • Perform minor repairs on bus interior or exterior (mirrors, lights, windshield wipers, etc.) to keep bus in service
  • Coordinate with command center using best judgment for solutions
  • Field customer questions regarding regular service or service interruptions
  • Work the "daily plan" to assure regular review of route, operator behavior, safety is met as well as to anticipate anything that could impact on time service goals
  • Conduct research to identify and recommend policy changes and best practices to senior management and support functions like Service Planning, Safety, HR, and Facilities that contribute to high quality service as experienced by the riders

TASK Two: Manage/supervise and monitoring command center operations

 

  • Manage/supervise, direct, and monitor and control movement of buses on the fixed route through the use of    computerized systems: monitor bus from the time it enters service, until it pulls in to depot, including system failures, emergency situations, and maintenance of balanced headways
  • Perform constant visual monitoring of buses on video display monitors and communicate by radio and telephone with operators and various personnel, gathering data and directing operators, especially when variation from the norm is required, particularly during interruptions due to weather or other causes.
  • Call to determine location and nature of operator problems and determine and direct type of response necessary, based on understanding of Company policy
  • Implement corrective actions to support on-time performance via dispatching to field staff, operators, etc.
  • Work on normal and emergency operations for safeguard of equipment, operators and customers
  • Makes in service decisions on detours, route activity, incidents / accidents and emergency situations.
  • Coordinates with Law Enforcement Personnel, Emergency Personnel, Safety department and internal Operations department during accident, incident and emergency situations. Makes appropriate decisions to insure issues are resolved.
  • Objectively investigates reports on operator and customer related problems and recommends proper course of action

TASK Three: Administrative

  • Subtasks
  • Data entry is accurate and timely
  • Incident reports are well written, accurate and completed on a timely basis

 

TASK Four: Team Support

 

  • Willingness to work on special projects
  • Lend assistance in the field without prompting
  • Ask for help when it is legitimately needed- putting the public first
  • Follow work procedures and guidelines

Qualifications

  • High school diploma or equivalent.
  • 5+ years operations experience in a safety sensitive environment.
  • 5+ year’s previous supervisory experience.
  • Previous experience in transportation or public service industry highly desirable.  Also, experience with monitoring of computers, dispatching in any field.
  • Must be able to prepare memos, reports and summaries in a concise manner.  
  • Ability to speak clearly to others and to convey information effectively in person, by phone or radio.
  • Experience dealing with the Union and working in the transportation industry a must.
  • Valid CDL class B with passenger and airbrake endorsements.
  • Must be able to demonstrate poise, tact, diplomacy and possesses good judgment and discretion.
  • Must possess ability to lead and motivate employees.
  • Detail oriented, well organized, and possess effective time management skills.
  • Proven customer service and interpersonal skills a must.
  • General knowledge of Windows-based computer operating system and Microsoft office package.
  • Must be able to work as a member of the team.
  • Ability to interact professionally with internal and external customer on all levels and be able to work well with diverse groups.
  • Must be able to work flexible hours or shifts.

 

 

PHYSICAL DEMANDS: The physical demands described here are representatives of those that must be met by the employee to successful perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

  • Must be able to sit or stand for long periods of time.
  • Must be able to lift up to 25 lbs.
  • Must be able to work 50% indoors and 50% outdoors.
  • Performs physical activities that require considerable use of the arms, repetitive hand-wrist motion, and legs and moving the whole body, such as climbing, lifting, balancing, walking, stooping, and handling of passengers and materials
  • While performing the duties of this job, the employee frequently works in outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals and vibrations

PRE-EMPLOYMENT REQUIREMENTS:

  • Must submit to drug testing and a background check

 

 

For more information please visit our website at www.transdevna.com/careers
 
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

 

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

 

Drug free workplace

 

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

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