Service Analysis & Planning Manager

Job Locations US-MA-Boston
Posted Date 4 weeks ago(1/26/2018 11:42 AM)
Requisition ID
Position Category
Management & Above
Internal Code
Internal Reference
Internal Code 3
Transdev Services


The Service Analysis & Planning Manager pro-actively analyzes TRAC operation and develops metrics and plans for guiding the operation into the future, including workforce management and capacity planning. The Service Analysis & Planning Manager reports directly to the General Manager and supervises the Software & Database Specialist, as well as the Operations Reporting & Performance Analyst.


This is a call center operation for The Ride Access Center(TRAC).  


This is for proposed business. All offers are contingent upon Transdev's award. 


  • Utilizing service data to establish, in cooperation with the General Manager, metrics for each job type and functional area of operations that ensure that goals and standards are met
  • Continuously review and revise metrics to reflect the latest operations and performance data
  • Developing approaches for utilizing non-dedicated service providers and testing various mixes of dedicated and non-dedicated service delivery
  • Utilizing service data to estimate daily, monthly and annual service demand and maintaining an up-to-date trip grid/matrix showing expected service demand by day, hour and month
  • Forecasting required workload – applying forecasting models to the historical information in order to predict the future workload. Isolating trend rates and seasonal patterns in monthly volumes which are then broken out to weekly, daily and interval levels
  • Calculating the staff requirements based on forecasts and factors that include but are not limited to: shrinkage, AHT, staff productivity, attrition, hiring timeframes, aspects of load limits and load balancing
  • Researching the latest operations and technology innovations in ADA paratransit and considering applicability to the MBTA RIDE system
  • Working with the Dispatch and Scheduling Manager to analyze current run structure performance and ability to meet service demand. Develop and test revised run structures for the dedicated service providers
  • Maintain running list of capacity plan assumptions and factors (productivity, etc…)
  • Collaborate with General Manager, vendors, RIDE staff, and paratransit experts to define and fine-tune overall run operations strategy (speeds, route factors, etc.) by geography, by provider, and time period
  • Work with Dispatch and Scheduling Manager and Reservations Manager to track and manage daily service provider performance: interaction with vendors to supply drivers
  • Creation of formal post-mortem analyses on a regular basis to modify workforce management and capacity plan as needed
  • Conduct and manage weekly performance and future capacity planning sessions with RIDE staff and Vendors


Experience Required:

  • Minimum of three years of experience managing teams and owning the development of workforce management for a medium-sized or large organization.
  • Thorough understanding of all three operations functional areas, as well as deep paratransit industry experience.

Skills and Knowledge Required:

  • Proficiency with paratransit scheduling software (and preferably StrataGen ADEPT)
  • Deep understanding of data analytics including forecasting, dynamic modelling, and statistics
  • Demonstrated critical thinking ability and leadership


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.


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:


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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