Transdev Dispatch/Scheduling Manager in Boston, Massachusetts

Overview

The Dispatch and Scheduling Manager will oversee the scheduling and dispatching operations. This includes ensuring that efficient vehicle and driver schedules are created that enable service providers to provide all required trips with productivity and on-time performance meeting or exceeding the MBTA standards and ADA regulations. It also includes managing scheduled runs on the day of service and responding to same-day rider communications, such as the status of trips and same-day changes. The Dispatch and Scheduling Manager reports to the General Manager and supervises all staff in scheduling and dispatching, including schedulers, dispatchers, and dispatch assistants.

Responsibilities

  • Managing the day-to-day operations of the dispatch and scheduling department of the call center

  • Ensuring appropriate staffing levels to effectively meet demand

  • Working with the Service Analysis & Planning Manager and the General Manager to review and assess overall operations and implement revised or innovative changes as needed (including continuous run schedule optimization)

  • Coordinating and communicating regularly with the MBTA

  • Establishing and meeting standards for employee performance

  • Conducting regular management meetings with staff

  • Identifying and investigating all performance issues

  • Training and supervising staff as needed beyond compulsory training / onboarding curriculum

  • Working with the Service Analysis & Planning Manager to accurately manage and forecast staffing and capacity needs on a daily, weekly, and monthly basis

  • Working with the Quality Manager to help evaluate and track the quality of service provided by schedulers and dispatchers

  • Participating in periodic evaluations of scheduling parameters (system speeds, dwell time settings, etc.)

  • Reviewing customer complaint data and working with the Quality Assurance Manager to make adjustments in staffing and processing, as needed

Qualifications

Experience/Educational Requirements:

  • Minimum of two years’ experience managing dispatch or scheduling staff

  • 5 years of dispatch experience may be considered a substitute, as the MBTA’s discretion, for prior dispatch and scheduling management experience.

Skills & Knowledge Required:

  • In-depth understanding of ADA paratransit regulations and requirements

  • Demonstrated ability to build and continuously motivate highly effective teams

  • Thorough knowledge of both ADA paratransit scheduling and dispatching

  • Proficiency with paratransit scheduling and dispatching software (and preferably ADEPT)

  • Proficiency with SQL preferred

  • Proficiency with Microsoft Office

  • Excellent leadership, organizational, and communication skills

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

Requisition ID 2018-8468

Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler

Internal Code #TNA

Internal Reference 405

Internal Code 3 Ind1

Company/Division IntelliRide