Service Supervisor

SERVICE SUPERVISOR

JOB SUMMARY :   The Service Supervisor is responsible for the daily coordination and direction of the transit system, including the assignment and supervision of transit operators within the assigned geographical area or district. This position is responsible for the development of schedules and manifests based on customer needs (trip requests), available resources and Delaware Transit Corporation (DTC) policies and procedures. The Service Supervisor is also responsible for ensuring adherence to the defined user eligibility mandate of the Americans with Disabilities Act (ADA).

ESSENTIAL FUNCTIONS :

Position Specific

• Issue work and vehicle assignments to operators
• Develop and revise schedules in response to real time service change requirements
• Operate on multiple shifts that span a broad service day
• Record and review time keeping records for payroll purposes
• Communicate with customers, agencies or caregivers in response to transportation issues or concerns
• Administer work rules according to DTC policies, procedures and the current collective bargaining agreement

Technical Skills :

Collaboration :

Management :

Policies :

Compliance :

Performs other duties as requested by Senior Management

QUALIFICATIONS :   The Service Supervisor requires a working knowledge of the operational and supervisory functions necessary to meet the service requirements of a transit system. The ability to interpret and apply collective bargaining terms and agreements is essential. The incumbent must be familiar with the geographical areas served, as well as agencies and destinations that might function as service generators. Knowledge of contracted services performance standards, accident investigation techniques, payroll procedures, CAD / AVL communications procedures and fare box and cash turn-in procedures is required. The ability to manage the application of current and evolving information technology to the workload is also required

SKILLS AND ABILITIES :  Demonstrate strong motivational, time management, problem-solving and organizational skills.  Ability to set priorities and present and speak publicly. Ability to be detail-oriented. Ability to work independently under general supervision. Ability to exercise independent judgement and to keep information confidential. Ability to organize complex materials and manage multiple projects. Skills in building relationships with stakeholders

COMPUTER SKILLS :   Demonstrated proficiency in Microsoft Office software products specifically Excel, PowerPoint and Word. Ability to use the available technology, such as Transit Master, Trapeze, Cisco Finesse, Cognos and phone / radio playback software to develop and analyze detailed and accurate reports.

CUSTOMER SERVICE SKILLS :   Strong interpersonal skills to foster teamwork and create positive connections with customers. Establish and meet goals to increase efficiency improving customer service.

MINIMUM EDUCATION AND EXPERIENCE :   Associates degree and two years experience in a transportation environment or one to three years, progressive experience in one of the following areas : dispatching, service supervision or scheduling.

REQUIRED CERTIFICATES / REGISTRATIONS :  Valid Commercial Driver's License (CDL) : CDL Class B, or permit, with Passenger Endorsement, no air brake restrictions.

LANGUAGE SKILLS :   Excellent verbal and written communication skills. Ability to read, analyze and interpret common business journals, financial reports and light legal documents. Ability to respond to inquiries. Ability to produce written and / or oral reports and to create and present information. Bilingual a plus.

MATHEMATICAL SKILLS :   Ability to work with significant mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY :   Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to maintain a level and appropriate business demeanor.

PHYSICAL CAPABILITIES : The physical capabilities 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.

Equal Employment Opportunity

DTC is an Equal Opportunity Employer and service provider. We consider applicants for all positions without regard to race, marital status, genetic information, color, age, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, housing status, disability, veteran status, or other protected class.

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation, applicants may call (302) 760-2891. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

Salary / Compensation : $48,899 - $61,124 per year

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