Manager 1 - Customer Service, Dispatch, and Scheduling (Paratransit)

Manager I - Customer Service, Dispatch, and Scheduling

The City of Detroit's Department of Transportation (DDOT) is currently accepting applications for a Manager I - Customer Service, Dispatch, and Scheduling for the DDOT Vehicle Operation Division. Under general supervision, the Manager I - Customer Service, Dispatch and Scheduling is responsible for managing, organizing, and monitoring dispatch services and overseeing the customer service call center. This position is also responsible for ensuring efficient service, safety operation and adherence to paratransit services policies.

Examples of duties include managing, monitoring, and evaluating staff; assisting with preparing and monitoring department budgets; overseeing the monitoring conditions affecting passenger scheduling and service delivery; assisting with the development of goals, measurements, and performance standards for the delivery of efficient, economical and quality service; working with responsible personnel in the development of software upgrades, modifications, and changes to systems that affect the Transportation Department; ensuring departmental compliance with state and federal regulation and compliance with department safety standards; overseeing the maintenance of computerized customer service records control system; interpreting and explaining departmental rules and regulations to customers; managing the maintenance of computerized customer service records control systems; representing the Paratransit Division before various boards, commission, governmental and private organizations, and others; and responding, directly or through others, and / or reporting to work for emergencies, extreme weather conditions, or any other abnormal conditions that impair service or the safety of service, twenty-four (24) hours per day, seven (7) days per week.

Minimum qualifications include a Bachelor's Degree in Safety, Transportation, Business Administration, or a related field of study, and minimum of five (5) years of experience in transportation or public administration, public sector management or a closely related field that includes two (2) years of experience in a supervisory capacity in a call center or dispatch environment. Equivalent combinations of education and experience may be substituted to meet the education and experience requirements of this position.