Dispatch and Call Center Supervisor

Central Oregon Intergovernmental Council; Gresham (OR); On-site; USD 62,000 - 96,000; Full time

Job summary

Cascades East Transit in Oregon is seeking an experienced Dispatch and Call Center Supervisor to lead CET's Dispatch and Call Center teams. This salaried role requires strong leadership, operational oversight, and a commitment to safety, compliance, and customer service.

The ideal candidate will have a Bachelor’s degree with 3 years related experience and at least 1 year in management, plus knowledge of ADA/FTA regulations and transportation software.

Qualifications

• Bachelor’s Degree with 3 years of related work experience; equivalent education accepted.
• At least 1 year of management/supervisory experience.
• Dispatch/Call Center experience preferred but not required.
• Familiarity with ADA/FTA regulations and transportation safety practices.

Responsibilities

• Direct and supervise Dispatch and Call Center staff; assign work and monitor performance.
• Coach staff to achieve optimal performance through guidance and support.
• Coordinate hiring with HR; participate in interviews and orientation.
• Conduct performance reviews and approve time sheets; manage scheduling.
• Oversee time-off requests and daily operations of Dispatch and Call Center.
• Investigate complaints; implement corrective actions as needed.
• Ensure efficient routing and on-time performance for Demand Response buses.
• Maintain on-time pick-up and delivery; answer rides information questions.
• Address customer complaints on rides, scheduling and routing; update manager.
• Develop procedures for Dispatch and Call Center functions; train staff.
• Monitor workload and performance; oversee ongoing projects.
• Update procedures to comply with state/federal policies; continuous improvement.
• Respond to emergencies; coordinate with Operations Manager during incidents.
• Support safety practices and procedures.

Skills

Supervision

Communication

Problem solving

Customer service

Adaptability

Education

Bachelor’s degree or equivalent

Tools

Transportation software

MS Office

Job description

Cascades East Transit is looking for an experienced supervisor to lead the Dispatch and Call Center Customer Service teams. Salaried position paid at $5,546.00 to 8,640.00 per month dependent on qualifications and experience. Do you have a knack for both operations and problem solving all while ensuring quality and compliance? Want to help propel CET to a higher level? Then consider applying for the Dispatch and Call Center Supervisor position.

Role of Department:

The overarching purpose of COIC’s transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally-based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon’s residents, businesses, and visitors.

Job Purpose:

The CET Dispatch and Call Center Supervisor is responsible for managing the CET Dispatch and Call Center under direction of the CET Operations Manager. Work in collaboration with the CET Field Supervisors to assure daily operations run effectively. Develop and maintain procedures to include compliance with the Driver Manual, Drug & Alcohol policy and procedures, and emergency procedures. Train Dispatch and Call Center Staff on all policies and procedures. Maintain compliance with the ATU Collective Bargaining Agreement. Perform related duties as required.

Diversity and Inclusion:

COIC values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected, and responded to in ways which elevates the delivery of our services to Central Oregon Communities.

Role and Responsibilities:

This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT‑WILL at all times.

The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities.

• Direct and supervise Dispatch and Call Center Staff to include assignment of work, training and performance
• Coach and motivate Dispatch and Call Center Staff to achieve optimum performance through guidance, support, and use of effective supervisory and human relations skill
• Coordinate the hiring of Dispatch and Call Center Staff with the H.R. Dept. and CET Operations Manager that includes application review, interviewing, and the new hire orientation and training
• Conduct employee Performance Reviews, review and approve time sheets to assure time is accurately reported and consistent with their schedule
• Coordinate/approve time off requests, while assuring effective operations of Dispatch and Call Center
• Investigate and resolve complaints or problems. Implement corrective action for performance and conduct issues as required
• Responsible for the efficient and on time routing and scheduling for all Demand Response Buses
• Responsible for maintaining on-time pick-up and delivery of passengers throughout the day
• Answer questions regarding rides and travel information; assure proper radio protocol is followed
• Review and resolve customer complaints dealing with ride set ups, scheduling, routing and on time pick-up and delivery concerns, and keep the CET Operations Manager informed of complaint status
• Responsible for the development and training of procedures for all functions of Dispatch and Call Center
• Responsible for monitoring the work of CSR’s, Call Center workload and performance, and the status of ongoing work and projects
• Assure that the development of Dispatch and Call Center procedures and operations are consistent with policies, standards and systems within state and federal parameters. Update procedures as necessary
• Work toward continual improvement of Dispatch and Call Center operations and evaluate and implement expansion plans as necessary
• Respond to emergencies. Manage incident situations in communication with the CET Operations Manager
• Assist in oversight of safety practices and procedures.

Qualifications and Education Requirements:

Bachelor’s Degree plus 3 years of work experience in related a field or the equivalent combination of education and experience in a related field may be substituted. At least 1 year of management/supervisory experience. Dispatch and/or Call Center experience preferred but not necessary.

• Ability to supervise and provide leadership to Staff
• Understand and adhere to Americans with Disabilities (ADA) and Federal Transportation Authority (FTA) Regulations
• Working knowledge of transportation software
• Working knowledge of Union Collective Bargaining Agreements
• Functional knowledge on BOLI Wage and Hour Laws
• Work independently and effectively without close supervision
• Communicate effectively, both in writing and verbally
• Establish and maintain cooperative working relationships and work as a team
• Demonstrated public speaking and presentation skills
• Exhibit courtesy and professionalism to represent COIC in a manner that will maintain and promote the positive reputation of the organization
• Work effectively under pressure
• Exercise discretion in confidential matters
• Must be proficient in use of Excel, Word and MS Office Suite
• Must maintain client and agency confidentiality
• Must have the ability to work independently and effectively without close supervision as well as within a team environment
• Utilize effective time management and organizational skills
• Mobility to work in a typical office setting and use standard office equipment
• Must pass a criminal background and driving background check and successfully pass a DOT pre-employment drug test.

Physical Requirements:

While performing the responsibilities of the job, the employee is required to clearly communicate in person or over the telephone. Vision abilities required by this job include close vision to read printed materials and a computer screen. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. The employee may be required to occasionally lift up to 20 pounds. Employee may be required to drive a motor vehicle to travel to various work sites. Reasonable accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Work Environment:

Moderately low level of personal risk encountered while performing assigned work. Job conditions are occasionally uncomfortable relative to noise, temperature, inside/outside work, dirty conditions, or interactions with angry or hostile individuals, exposure to contagious disease, etc.

Exposure to Confidential Information: HIPAA

COIC Mission:

COIC supports the region as a trusted leader and partner, helping communities identify and address their unique and common needs through collaboration, shared service delivery, technical assistance, information sharing, and resource development.

COIC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.