Dispatch and Call Center Supervisor

Central Oregon Intergovernmental Council

Redmond (OR)

On-site

USD 62,000 - 96,000

Full time

17 hours ago

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Benefits offered by this job

Excellent benefits

CET transit pass

Vacation leave

Job summary

Central Oregon Intergovernmental Council oversees Cascades East Transit operations and seeks a Dispatch and Call Center Supervisor to manage CET's Dispatch and Call Center teams under the CET Operations Manager.

The role emphasizes complying with ADA/FTA rules, coordinating hiring, training staff, and maintaining on-time service and safety standards. A Bachelor's degree with supervisory experience is required.

Qualifications

Bachelor’s Degree and 3+ years of related work experience; 1 year of supervisory/management experience preferred.
Ability to supervise staff and ensure policy adherence, schedules and performance.
Working knowledge of ADA and Federal Transportation Authority regulations.

Responsibilities

Direct and supervise Dispatch and Call Center staff, assign work and monitor performance.
Coordinate hiring, onboarding and training with HR and CET Operations Manager.
Oversee time sheets, time off, and schedule adherence for operations.
Investigate complaints and implement corrective actions as needed.
Ensure on-time routing, scheduling and safe passenger transportation.

Skills

Supervisory skills

Communication skills

ADA/FTA knowledge

MS Office

Education

Bachelor’s Degree

Management experience

Tools

Excel

MS Word

MS Office Suite

Job description

Position Summary

Cascades East Transit is looking for an experienced supervisor to lead the Dispatch and Call Center Customer Service teams. 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.

Salary: $5,546.00 to 8,640.00 per month dependent on qualifications and experience.

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.

Functions, Duties And Responsibilities

Role 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.

Knowledge, Skills And Qualifications

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.

Excellent benefit package when eligible.

Employer-paid Benefit Offerings Include