Transit Coordinator Supervisor

Job Summary

We are seeking a dynamic and detail-oriented Transit Coordinator Supervisor to lead and oversee transportation operations within our organization. This role involves managing daily transit activities, overseeing the Dispatch unit and Call Center to ensure key performance indicator metrics are met, such as hold time, abandon rate, and calls per hour. Compliance with DOT (Department of Transportation) regulations is required. The ideal candidate will possess strong organizational and analytical skills, excellent communication abilities, and a passion for optimizing transportation processes. Join us to play a vital role in ensuring efficient, safe, and reliable transit services.

Duties

• Supervise daily transit operations, including vehicle dispatching and route management, to ensure timely and efficient service delivery.
• Monitor queue and track inbound/outbound calls for the agency and by employee. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Manage internal communication by listening to Dispatch/CSR calls to identify trends such as complaints and no-shows to increase customer satisfaction.
• Provide effective feedback to develop training programs or procedures to improve customer experience. Ensure compliance with DOT regulations and safety standards.
• Handle customer service inquiries via phone calls or other communication methods, providing timely updates and resolutions related to transit services.
• Balance multiple priorities to complete outlined responsibilities.
• Ensure all departments are fully staffed. Ability to fill in and assist as needed in all areas.
• First point of contact for support for fifteen (15) employees consisting of reservationists, dispatchers, and customer service and customer care staff. Must be able to motivate staff to achieve optimal results.
• Strong proficiency in Microsoft Office suite (MS Word, MS Excel, MS Outlook, and MS PowerPoint)
• Must have analytical, organizational, written and verbal communication and facilitation skills.
• Familiarity with DOT regulations governing commercial vehicle operations and safety standards.
• Excellent organizational skills with the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Effective communication skills for phone call management, internal communication, and customer service interactions.
• Bachelor's Degree preferred. Two (2+) years or more of progressive experience in transportation.
• Be available to affect the entirety of the team's operations to effectively build call center culture. The supervisor is responsible for "on-the-floor" activities, and must be available to assist agents while they are on-the-floor.
• Work with the Operations Supervisors to investigate/resolve customer complaints.
• Ability to supervise staff effectively while fostering a collaborative team environment.

Join us as a Transit Coordinator Supervisor to lead impactful transportation initiatives that keep our operations running smoothly! Your expertise will help shape efficient transit solutions while supporting our commitment to safety, reliability, and exceptional service delivery across all facets of transportation management.

Pay: $64,480.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person