Transdev Scheduling Manager in Medford, Massachusetts

Overview

The Scheduling Manager will oversee the scheduling 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 contract 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 Scheduling Manager reports to the General Manager and supervises all staff in scheduling and including the schedulers.

Responsibilities

  • Managing the day-to-day operations of the 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 contractor

  • 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.

  • Overseeing daily adjustments to runs to optimize productivity and service quality

  • Periodically reviewing the subscription template and optimizing productivity and performance. Reviewing new subscriptions that are requested by customers or that are on a wait list, per contract guidelines.

  • Ensuring that run and trip schedules are available to service providers by the required deadlines.

Qualifications

Experience Required:

  • Minimum of two years' experience in paratransit scheduling and managing staff

Skills and Knowledge Required:

  • In-depth understanding of ADA paratransit regulations and requirements

  • Demonstrated ability to build and continuously motivate highly effective teams

  • Proficiency with paratransit scheduling and dispatching software, preferably ADEPT

  • Proficiency with SQL preferred, but not required

  • 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.

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 2018-8738

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

Internal Reference 405

Internal Code 3 Ind1

Company/Division IntelliRide