Customer Service Operations Supervisor Jobs in Portland, OR

Position Title:
Operations Supervisor
Job Code:
Job Code: OPSSPV
Pay Range:
$8,109.00 - $9,446.00
Job Description:
OPERATIONS SUPERVISOR
FLSA Non-Exempt
Represented
Summary
Directly supervise all transit service in cooperation with other supervisors, to include on-street supervision of Operators and contracted security officers, to ensure safe operation, schedule compliance, quality customer service, and system security. Perform all duties and responsibilities of a dispatcher and oversee bus dispatch and communication systems in a fast paced, multi-tasked work environment. Plan, schedule, and supervise daily work assignments of Operators to ensure efficient utilization of personnel, facilities, transit coaches, and other agency resources. Respond to, investigate, document incidents, accidents, customer comments and personnel issues. Develop route detour information as necessary to ensure service delivery. May require alternating work between dispatch and field support to ensure adequate supervisor staffing levels.
The work schedule and regularly scheduled days off for this position are subject to change based on bid assignment.
Scope of Responsibility
The incumbent will apply technical and professional knowledge to a wide diversity of work activities involving a high degree of complexity while operating from established and well-known procedures. Contacts frequently contain confidential/sensitive information necessitating discretion at all times.
Work is performed independently with minimal supervision from the Manager of Operations. Considerable judgment is expected to be exercised in the execution of duties.
Supervision is exercised over Operators to ensure safe and efficient transit service operations.
Performance is measured through reports, conferences, and review of results achieved. Errors in judgment could have a major impact on public perception of transit services, efficient utilization of transit fleet, safety of passengers and potential liability.
Duties are performed in cooperation with dispatch and other supervisors and strong teamwork is an essential component of success in the position. Individuals are required to apply sound supervisory principles and techniques in carrying out their duties.
Essential Functions
The following summarizes the essential or key responsibilities/attributes of the position the incumbent will be required to perform with or without reasonable accommodation:

• Provide staffing relief as required in the absence of other Operations Supervisors.
• Provide leadership to facilitate effective and courteous communication between other Operations Supervisors, and operating and maintenance personnel through the use of dispatch system computers, consoles, and associated communications equipment.
• Supervise, mentor and evaluate the performance of all Operators. Commend and counsel employees as appropriate and consistent with C-TRAN policies, operating procedures, and the labor agreement.
• Assign open work assignments in the most economical manner to standby, extra board, and off-duty Operators consistent with the provisions of the labor agreement, C-TRAN policies, guidelines and standard operating procedures.
• Assign buses to routes, monitor vehicle availability, communicate mechanical concerns and problems to Maintenance staff and manage vehicle substitution in the field when necessary.
• Monitor operation of buses and route performance with respect to operator performance, safe operation and maintenance of schedule. Collect and analyze information gathered from observation, riding buses, surveying customers and operators, and monitoring customer comments. Develop proposals to correct schedule and service deficiencies.
• Provide on-site investigation of accidents and incidents consistent with technical training and risk management guidelines.
• Develop and implement route detours to maintain service delivery and provide associated information. Provide assistance prior to and during special events to include route design, development of paddles, and route profiles.
• Monitor reporting of operators at dispatch window and disseminate pertinent information regarding safety issues, detours, confidential memos and notices, and C-TRAN policies and procedures.
• Manage emergency situations by directing the input of operators in the field, facilitating 911 responses, and coordinating responses of other operations supervisors, contracted security, maintenance and appropriate management personnel as necessary.
• Respond in a courteous and professional manner to inquiries from other C-TRAN departments, outside organizations, and the public. Provide information within scope of knowledge or refer to department head or appropriate person(s). Provide timely investigation and determination of customer comments.
• Provide positive public relations with customers, public, operators, elected union representatives, coworkers, and other C-TRAN personnel. Promote positive morale within the workplace.
• Prepare and maintain accurate, legible, concise, and understandable supervisory logs, reports, operating statistics, memos, etc.
• Assess incident reports and enforce the Washington State Unlawful Bus Conduct Code (RCW 9.91.025), City of Vancouver's Transit Center Ordinance, and C-TRAN policies to include the exclusion of patrons who violate state law and C-TRAN rules and regulations.
• Effectively utilize technology and equipment related to the position, including radio equipment, CAD/AVL/MDT, computers and digital voice and voice recording systems.
• Administer Drug and Alcohol Policy by providing notification, duty relief, and monitoring of operators for random and post-accident drug and alcohol tests.
• Routinely monitor and assess transit facilities for damage.

Other Functions

• Assist Operations Planning Staff in data collection necessary for facilities and/or service planning, including the collection and documentation of standing passengers, missed/delayed trips, tripper usage, operator/customer feedback, bus stop, bench and shelter location.
• Operate bus in an emergency as outlined in labor contract.
• Be on-call to assist during adverse weather conditions, major special events, etc.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities
Knowledge of

• Requires knowledge of the field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by example in the above job description.

Skill in

• Requires at least three (3) years applicable supervisory experience, or education and experience sufficient to demonstrate competency and knowledge of the principles of modern supervisory practices.
• Requires extensive customer service skills and ability to communicate effectively both orally and in writing; establish and maintain effective working relationships with officials, employees, and the general public; maintain courteous and professional manner; and facilitate an atmosphere of teamwork, support and cooperation.
• Proficiency in several job-specific training courses is required to be completed within a time frame specified by the Operations Manager. They include, but are not limited to C-TRAN Policies and Procedures, Department of Transportation approved Collision Investigation Certification, Emergency Response, First Aid/CPR, C-TRAN Customer Service, Americans with Disabilities Act Sensitivity Training, Reasonable Suspicion Drug and Alcohol Testing, Bloodborne Pathogens, Defensive Driving, Fare Policy, Diversity and Harassment Prevention in the Workplace.

Ability to

• Thoroughly understand and apply Operators' labor contract. Develop a working knowledge of labor contracts applicable to employees of other Operations Divisions.
• Work in a fast paced, multi-tasked environment.
• Develop technical expertise in operating and assessing system problems for dispatch equipment and software support systems.

Working Conditions
Responsibilities of this position may result in frequent, abrupt, and unexpected changes in work assignments, goals, deadlines, and length and irregularity of work hours to complete assignments before or after the normal workday. Occasional exposure to adverse public relations conditions, such as health hazards presented by hostile citizens.
Additional Requirements

• Regular, dependable attendance required.
• Must possess a valid driver's license from the state of residence and maintain a good driving record.
• Must be able to obtain a Commercial License Permit a week before training begins. A Commercial Driver's License will be required within a specified time frame, determined by the Supervisor, to maintain this position.
• Must be able to comply with C-TRAN's nonsmoking policy and function in a nonsmoking work environment. Smoking is not allowed on vehicles, within close proximity of the vehicle, or while assisting the passengers between the vehicle and the doorway.
• Must pass an employment physical examination and drug test to be certified for the position.
• Must be able to perform the essential functions of the position, with or without reasonable accommodation.
• Must promote and model safety within the department and agencywide through reporting and addressing safety issues, supporting safety campaigns, maintaining a safe work area, assisting in safety training documentation, and certification record keeping.
• This is a safety sensitive position subject to Federal Transit Administration (FTA) Drug and Alcohol Testing Regulations.

Amalgamated Transit Union
This position is covered under the provisions of an agreement with the Amalgamated Transit Union (ATU) Local 757.
Immigration Reform and Control Act of 1986.
If selected for the position, documentation that you are a United States citizen, or an alien lawfully authorized to work in the United States will be required to establish your identity and work authorization in accordance with the employer's obligation under the Immigration Reform and Control Act of 1986.
Criminal Background Investigation.
If selected for this position, employment will be conditional, pending completion of a criminal background investigation.
Public Disclosure Policy No. 510
All employees are required to retain public records, in accordance with C-TRAN's Public Disclosure Policy No. 510. A public record is defined in RCW 42.56.010(3) as any writing that is prepared, owned, used, or retained by any state or local government agency, and which contains information that relates to the conduct of government, or the performance of any governmental or proprietary function. The term "writing" is broadly defined in the Public Records Act, to include not only traditional written records, but also photos, maps, videos, voicemails, webpage and social media content, emails, text messages and tweets (RCW 42.56.010(4)).
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive list of work requirements. Individuals may perform other assigned duties, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
Our EEO Policy
CTRAN is an equal opportunity employer (Minorities/Females/Disabled/Veterans). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.