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Supervisor, Transit Control Center (TCC)

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. Metro Transit is one of the country's largest transit systems, employs more than 3,000 people, and prior to COVID provided more than 80 million rides a year through an integrated network of buses, light rail and commuter trains, as well as resources for those who carpool, vanpool, walk or bike in the Twin Cities. This position will be required to work onsite at the Transit Control Center with hours including nights, weekends, and holidays. Time-off requests for supervisors go through a bidding process. This posting will create a six-month eligible list for current and future positions.

The Supervisor, TCC will be responsible for managing and coordinating transit service ensuring scheduled service is provided. The Supervisor, TCC responds to and resolves issues through the utilization of organizational resources; acts on transit service disruptions, emergency management, regional transit security incidents, accidents and medical emergencies. Dispatches Transit Police for bus, light rail and commuter rail events. Handles 911 transfer calls from local Public Safety Answering Points (PSAP).

Any of the following combinations of experience in transit, passenger transportation, public safety, emergency call-center, dispatching, or closely related field and completed education:

• High school diploma/GED with seven (7) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
• Associate's degree with five (5) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
• Bachelor's degree or higher with three (3) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

Metropolitan Council Employees Only. Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

• Metro Transit Leadership Academy = 1 year
• Project Management Development Program (12-month session) = 1 year
• Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience:
• Leading Self-Personal Effectiveness Certificate
• Leading Self-Communication Certificate
• Leading Self-Business Skills Certificate
• Leading Others-Preparing for Supervisor Certificate
• Other Requirements:
• Valid Driver's License and an acceptable driving record.
• Typing at 25 wpm.

• Degree in Business, Management, Operations, Transportation or closely related field.
• Typing at 40 wpm or more.
• Experience working in a call center or communication center environment that required accurate decision making and critical problem-solving skills.
• Experience working in a fast-paced team environment.
• Experience supervising (may include leading, coaching, providing work direction, and mentoring/training others) employees in a union environment.
• Experience making relevant logical decisions and entering that information into oral and written reports.
• Excellent customer service skills with the ability to conduct oneself professionally and handle sensitive and difficult issues in a clear and tactful manner.
• Experience working with diverse communities and workforces.

• Decision making/critical thinking skills: Recognizes the underlying causes or problems. Recognizes and considers the implications of alternative solutions and actions. Makes timely and sound decisions under conditions of risk and ambiguity.
• Effective customer service skills: Requires the ability to balance interests of a variety of clients, readily adjust priorities to respond to pressing and/or changing demands. Anticipates the needs of clients and is committed to continuous delivery of quality service.
• Effective oral communications skills: The ability to communicate effectively with a diverse work group. Requires tact, courtesy, and cooperation in dealings with others where the primary purpose is the exchange of information.
• Effective written communication skills: uses correct spelling, grammar and punctuation in written reports and correspondence.
• Basic skills in MS Word, Excel and other windows-based environment.
• Work effectively in team environment: Consistently develops and sustains cooperative working relationships. Inspires, motivates, and guides others toward goal accomplishments.
• Multi-task and prioritize work in a fast-paced environment: Effectively handles key details on a day-to-day basis. Is aware of and attends to essential information and is thorough and accurate when managing work volume and tasks.
• Ability to maintain situational awareness in a communications center environment. Requires understanding how current information, events, and actions taken may impact goals and objectives.
• Ability to remain calm while working under pressure. Requires handling of a variety of rapid-flowing information and ideas at once while maintaining a professional, focused demeanor.
• Decisiveness: The ability to exercise good judgment by making sound and well-informed decisions, perceives the impact and implication of decisions, makes effective and timely decisions, even when data is limited, or solutions produce unwanted and difficult consequences.
• Ability to be flexible to changing circumstances; adapts behavior and work methods in response to current information, changing conditions, or unexpected obstacles.
• Ability to read and interpret documents: union contracts, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to learn the geography of the Twin City metro area and to read and interpret maps and geographical directions.

We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area. We encourage our employees to develop their skills through on-site training and tuition reimbursement. We provide a competitive salary, excellent benefits and a good work/life balance.

Union/Grade : TMSA/ Grade G FLSA Status : Non-Exempt Safety Sensitive : Yes. Subject to random DOT drug tests. Work Environment: Work is performed in a standard dispatch setting at a computer workstation for extended periods of time. May require travel between primary work sites to other sites. TCC Supervisors are required to be able to work days, nights, weekends and holidays. What steps the recruitment process involves:

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We administer a skills assessment.
4. We conduct a structured panel interview.
5. We conduct a selection interview.

If you are new to the Metropolitan Council, you must pass a drug test and a background check which verifies education, employment, and criminal history. All applicants' background checks and fingerprints must be cleared by the Criminal Bureau of Apprehension in order to be a user of their CJIS system. Failure to be cleared by BCA will automatically nullify any job offer extended. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation. If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases