Lead Dispatcher

Transdev North America, Inc.; Portland (OR); On-site; USD 44,000 - 62,000; Full time

Benefits offered by this job

Non-Union

Full-Time Position

Starting rate $38.36/hr

Annual raises

Vacation: 2 weeks

Sick days: 5

Holidays: 12 days (8 standard, 4 float

401(k) and health benefits

Job summary

Transdev North America, Inc. in Portland, OR is hiring a Lead Dispatcher for the TriMet LIFT contract.

This 100% onsite role provides on-shift leadership and real-time operational guidance to Dispatchers, ensuring safe, reliable service and ADA-compliant decisions. You will train new dispatchers, monitor performance with system dashboards, and coordinate with Reservations, Customer Service, Scheduling, and maintenance to resolve service gaps.

Qualifications

• High school diploma or GED required; college coursework preferred.
• Minimum two years of experience in paratransit dispatch, transit operations, or emergency communications.
• Ability to provide operational guidance, training and support to others.
• Strong communication, multitasking, crisis management, problem-solving and decision-making skills.
• Familiarity with Trapeze, VISION, Lytx, radio systems and standard office apps.

Responsibilities

• Provide on-shift leadership, coaching and guidance to Dispatchers.
• Train new Dispatch hires with hands-on system training and shadowing.
• Evaluate trainee readiness and feedback to improve training.
• Serve as first escalation point for complex operational issues and ADA decisions.
• Monitor real-time performance using system dashboards and mapping tools.
• Dispatch, reroute, reassign and recover service during delays and disruptions.
• Manage will-calls, no-shows, and same-day changes.
• Coordinate with Reservations, Customer Service, Scheduling, Road Supervision and Maintenance.
• Initiate emergency response procedures and coordinate with Safety and TriMet OCC.
• Maintain professional radio communications and timely escalation of incidents.
• Ensure accurate incident logs and documentation.
• Support ADA-compliant decision-making and shared-ride requirements.
• Maintain shift handoffs and communicate unresolved issues.
• Serve as senior on-shift resource when onsite management is unavailable.
• Perform core Dispatcher duties as needed.

Skills

Leadership

Communication

Crisis management

Multitasking

Decision making

Bilingual preferred

Education

High school diploma or GED

College coursework preferred

Tools

Trapeze

VISION

Lytx

MDT

radio systems

Job description

Transdev in Portland, OR is hiring a Lead Dispatcher to work on our TriMet LIFT contract. This 100\% onsite position supports safe, reliable, ADA-compliant dispatch operations, provides on-shift leadership and guidance to Dispatchers, and serves as the first point of escalation for complex operational and service-related issues. The Lead Dispatcher also plays a key role in training new Dispatchers while performing core dispatch duties to maintain service continuity.

Transdev is proud to offer:

• Non-Union, Full-Time Position
• Competitive compensation package with a starting rate of $38.36/hr and an annual increase every January

Benefits include:

• Vacation: minimum of two weeks
• Sick days: 5 days
• Holidays: 12 days, 8 standard and 4 floating
• 401(k), medical, dental, vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Key Responsibilities:

• Provide on-shift leadership, real-time coaching, operational guidance, and decision support to Dispatchers.
• Serve as the primary on-shift trainer for new Dispatch hires, delivering hands-on system training, shadowing, and real-time operational coaching.
• Evaluate trainee readiness, identify performance gaps, and provide feedback to the Dispatch Supervisor regarding training needs.
• Serve as the first point of escalation for complex operational issues, safety concerns, service disruptions, and ADA-sensitive decisions.
• Monitor real-time vehicle and service performance using Trapeze, VISION, Lytx, MDT, mapping tools, radio systems, and provider dashboards.
• Dispatch, reroute, reassign, and recover service during delays, missed trips, vehicle issues, capacity constraints, and operational disruptions.
• Manage will-calls, no-shows, same-day changes, uncovered trips, and stranded-passenger risks.
• Coordinate with Reservations, Customer Service, Scheduling, Road Supervision, Maintenance, and supplemental providers to resolve service gaps.
• Initiate emergency response procedures and coordinate with Safety, Road Supervision, TriMet OCC, leadership, and emergency services as needed.
• Maintain professional radio communications, support de-escalation, and ensure timely escalation of significant incidents and service risks.
• Ensure accurate incident logs, timestamps, trip records, system notes, and required documentation.
• Support ADA-compliant decision-making, including shared-ride requirements, no-strand protections, and passenger service obligations.
• Maintain effective shift handoffs, communicate unresolved issues, and identify recurring operational concerns.
• Serve as the senior on-shift operational resource when onsite management is unavailable, escalating significant matters as required.
• Perform core Dispatcher duties as needed to maintain safe, reliable, and continuous service.

Minimum Qualifications:

• High school diploma or GED required; college coursework preferred.
• Minimum two years of experience in paratransit dispatch, transit operations, or emergency communications.
• Demonstrated ability to provide operational guidance, training, and support to other employees.
• Strong communication, multitasking, crisis management, problem-solving, and decision-making skills.
• Proficiency, or ability to become proficient with Trapeze, VISION, Lytx, radio systems, and standard office applications.
• Ability to manage competing priorities and make sound decisions in a fast-paced operational environment.
• Ability to work nights, weekends, and holidays in a 24/7 operation.

Core Competencies:

• Sound judgment, multitasking, composure, and situational awareness under pressure.
• Knowledge of ADA paratransit service requirements and operational procedures.
• Clear communication, de-escalation, and accurate documentation.
• Ability to interpret maps, routes, policies, and system data.
• Bilingual skills preferred.

Pre-Employment Requirements:

• Drug testing and background check required.
• Must be eligible to work in the U.S.

Physical Requirements:

• 100% onsite, indoor dispatch center environment.
• Extended sitting, typing, screen viewing, and headset/radio communications.
• High-volume work with frequent interruptions and competing priorities.
• Flexible schedules and shifts as operationally required.
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize Schedule I drugs, including cannabis, for any reason.

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: Dispatchers

Job Type: Full Time

Req ID: 9337

Pay Group: X60

Cost Center: 423