24/7 Dispatch Manager — Operations Control Lead

Transdev; New Carrollton, Northern (MD, KY); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Vacation

Sick days

Holidays

Benefits

Job summary

Transdev in New Carrollton, MD seeks a Dispatch Manager to lead the 24/7 MetroAccess Operations Control Center team, monitor real-time runs, and coordinate with WMATA and PAS contractors to keep service on time and compliant with ADA.

You will recruit and develop dispatch staff, analyze performance data, plan staffing, and report progress to the OCC Director, ensuring effective communication with internal and external stakeholders.

Qualifications

• Bachelor's degree preferred or 5+ years of progressive leadership experience in an OCC environment.
• Experience in Business Administration, Logistics, Transportation or related field.
• Proven track record building and leading high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced 24/7 environment.
• Strong customer service orientation and commitment to passenger expectations.
• Proficient in Microsoft Office Suite and relevant software applications.
• Ability to build strong working relationships with clients.

Responsibilities

• Monitor real-time operations and promptly resolve issues to minimize passenger inconvenience and maintain service quality.
• Coordinate and communicate regularly with WMATA regarding operational matters.
• Maintain and enforce standards for employee performance and productivity.
• Lead, recruit, train, and manage the dispatch staff and foster a results-oriented environment.
• Identify and investigate performance issues and implement corrective actions.
• Collaborate with OCC managers, service providers, and WMATA staff for seamless service delivery.
• Analyze performance metrics to identify improvement opportunities in the dispatch department.
• Review customer complaint data and adjust staffing and processes with QA Manager.
• Forecast staffing and capacity needs daily, weekly, and monthly.
• Maintain clear communication with stakeholders including OCC managers and WMATA staff.
• Oversee incident reporting and escalation, Dispatcher Observation Reports, and related dispatch communications.
• Provide timely updates to passengers and WMATA staff regarding service-related matters.

Skills

Communication

Leadership

Problem solving

Customer service

Microsoft Office

Education

Bachelor's degree

5+ years leadership in OCC

Tools

Microsoft Office Suite

Job description

Transdev in New Carrollton, MD seeks a Dispatch Manager to lead the 24/7 MetroAccess Operations Control Center team, monitor real-time runs, and coordinate with WMATA and PAS contractors to keep service on time and compliant with ADA.

You will recruit and develop dispatch staff, analyze performance data, plan staffing, and report progress to the OCC Director, ensuring effective communication with internal and external stakeholders.