Supervisor of Operations - BOCC Lead

Y2marketing; Charlotte (NC); On-site; USD 58,000 - 81,000; Full time

Job summary

Y2marketing in Charlotte, NC is seeking a BOCC Shift Lead to supervise day-to-day operations in the Bus Operations Control Center. The role requires overseeing real-time monitoring of bus routes, directing controller assignments, and coordinating responses to service disruptions.

The position operates on rotating shifts (day, midday, night) including weekends and holidays, and is 100% onsite. Applicants should have 3+ years in public transit operations or a BOCC/dispatch center role, plus

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in transportation, public administration, or related field preferred.

Responsibilities

• Provide guidance and direction to controllers during routine operations and service disruptions.
• Act as lead point of contact for controller on duty when supervisor or manager unavailable.
• Delegate tasks and manage workload within the control center to ensure smooth operation and optimal service delivery.
• Assist in shift scheduling and coverage to ensure proper staffing levels.

Skills

Leadership

Communication

Dispatch systems

GPS tracking

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Dispatch systems

GPS tracking

Job description

Description

The salary range for this position is $58,345.00 - $81,345.00

This position is 100% onsite.

Description

The salary range for this position is $58,345.00 - $81,345.00

This position is 100% onsite.

The Bus Operations Control Center (BOCC) Shift Lead combines the responsibilities of a BOCC Controller with additional leadership duties. This position involves assisting the Manager with overseeing and leading day-to-day operations in the control center during a shift, including coordinating and directing controller assignments, performing real-time monitoring of bus routes, managing service disruptions, and ensuring efficient service delivery. The BOCC Lead also acts as the point person for other controllers during shifts when a supervisor or manager is not present, providing direction, support, and coordination to maintain smooth operations.

Work Schedule

This role works rotating shifts every three months (day, midday, night), including nights, weekends, and holidays. The BOCC Lead operates in a high-tech, fast-paced control center environment. The position requires constant attention to bus routes, schedules, and service incidents, with periods of high-pressure decision‑making during service disruptions and emergencies. This role involves balancing controller duties with shift leadership responsibilities.

Duties And Responsibilities

Supervisory And Leadership

• Provide guidance and direction to controllers during routine operations and service disruptions.
• Act as the lead point of contact for controller on duty when a supervisor or manager is unavailable.
• Delegate tasks and manage workflow within the control center to ensure smooth operation and optimal service delivery.
• Assist the BOCC Manager with shift scheduling and coverage, ensuring proper staffing levels for each shift.

Monitor Transit Operations

• Perform the duties of a BOCC controller, monitoring real‑time bus routes using dispatch systems and GPS tracking.
• Ensure on‑time performance and service reliability, addressing delays, detours, and other disruptions.
• Communicate with bus operators to provide instructions on schedule adjustments and route changes.

Manage Service Disruptions

• Lead responses to service disruptions such as traffic delays, accidents, vehicle breakdowns, and emergency situations.
• Coordinate recovery plans and alternative routes, collaborating with other departments as needed.
• Communicate effectively with bus operators, road supervisors, and maintenance teams to resolve operational issues.
• Provide immediate, on‑the‑spot decisions during incidents to ensure passenger safety and minimize service disruption.

Communication And Coordination

• Serve as the primary point of contact for bus operators, providing instructions and updates regarding schedule adjustments, route changes, and emergency situations.
• Write summary driver reports of situations and incidents, take live notes and then edit to an understandable summary of incident and response taken.
• Facilitate communication between the control center team, bus operators, field personnel, and other transit services.
• Ensure that controllers are effectively relaying service updates and incident information to passengers and staff.
• Collaborate with other transit modes or external agencies during service disruptions or special events."

Emergency Response Management:

• Lead and coordinate the control center’s response to emergencies, ensuring protocols are followed and safety is prioritized.
• Serve as the first escalation point for complex or critical issues, providing real‑time solutions.
• Assist in post‑incident investigations and documentation, preparing reports for supervisors and management.

Performance Management And Reporting

• Monitor key performance indicators (KPIs) such as on‑time performance and service recovery times.
• Assist in generating performance reports for shift reviews and identifying areas for improvement.
• Provide feedback to controllers on their performance and assist in implementing improvement plans if necessary.

Compliance And Safety

• Ensure all operations comply with safety regulations and transit policies.
• Monitor bus operators' adherence to schedules, safety protocols, and communication standards.
• Report and document any violations, unsafe conditions, or procedural breaches.

Other Duties

• Support the BOCC Manager in carrying out daily tasks, such as reviewing shift reports, managing controller performance, and maintaining control center standards.
• Step up to assume additional responsibilities during shifts when higher‑level management is unavailable.
• Assist in the training and onboarding of new controllers.

Requirements

Other related duties as assigned.

Education

• High school diploma or equivalent required.
• Bachelor’s degree in transportation, logistics, public administration, or a related field is preferred.

Experience

• 3+ years of experience in public transit operations, control center management, or a related field.
• Proven experience in a BOCC or similar dispatch/control center role.
• Previous leadership experience, either formal or informal, within a control center or transportation environment is a plus.