Dispatch & Call Center Lead — Operations 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 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.