Dispatch/Controller

Description

Dispatcher/ControllerTransdev in Phoenix, AZ is hiring a Dispatcher/Controller. The Dispatcher oversees road service through communication with Operators and provides customer support to the clients.We are seeking customer service-oriented professionals who are dedicated to safety.Transdev is proud to offer:

• Competitive compensation package of minimum $48,000 – Maximum $51,000 annually.

Benefits include:

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 7 days
• Other standard benefits: 401(k) retirement plan, medical, dental and 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:

• Oversee road service assigned carriers by tracking trip performance measures, route begin on time, performance, incidents, etc.
• Provide customer support by responding to questions and concerns regarding customer trips including no shows, cancellations and missed trips.
• Manage emergency situations for vehicle operators; act as liaison between the carrier and emergency services.
• Manage daily service by reviewing route performance and proactively responding to situations that impact customer service.
• Provide verbal direction to Bus Operators, and verbal assistance to Road Supervisors, Police, Fire, along with other City Agencies.
• Pro-actively intervenes, using all available resources, to ensure that the safest high- quality service is provided.
• Collaborates with local Transdev operating divisions and the Client regarding service interruptions, on time performance issues, detours, bus stop concerns, lost & found items, service capacity and other needs.
• Make detailed documentation within Clever- CAD various data base systems, information on service incidents including; accidents, medical/first responder, mechanical defects/road calls, full & passing events, etc.
• Documents and refers operators who need retraining or disciplinary actions to the appropriate Operations Manager as directed by OCC Manager.
• Responsible for front-line support of Bus Operators regarding safety, revenue service and scheduling to ensure high quality transit delivery service to customers. Work is performed in a unionized environment.
• The OCC is responsible for all revenue bus service, radio communications, vehicle fleet management, planning and directing bus operations, coordination of transit supervisors, spontaneous decision making, answering phone calls, performing computer data entry tasks, and management of extra-board operators. Must be knowledgeable of extra-board work rules, and union contract.
• Proficient with Microsoft Applications, Clever CAD mapping software, and HASTUS.
• Work in conjunction with Police and Fire Departments, Transit Enforcement Unit, along with other City departments for emergency and routine situations and to ensure transit safety.
• Works closely with and in support of bus operators, transit supervisors, and other departments to ensure quality customer service delivery.
• Responds to radio calls in a professional and helpful manner, ensuring that actions taken are prompt and effective for handling the variety of situations that occur daily. Including routine and emergency situations. You must maintain composure, professionalism, and courtesy always.
• Responsible for making on-the-spot analyses and decisions within the realm of authority, company policy, and labor agreements.
• Works varied hours, days and shifts, and fills in as necessary.
• Performs other related duties as assigned.

Qualifications:

• High School Diploma or GED; Technical Degree preferred.
• 3-5 years' experience dispatching.
• Excellent verbal, interpersonal and customer service skills.
• Excellent skills in Microsoft Office
• Ability to use and master specialty transit relates software programs
• Ability to work effectively with little to no direct supervision
• Ability to quickly gain a thorough understanding of routes, schedules, fare structures, rules, company policies and procedures, operator and supervisor manuals, as well as the operator labor agreement.
• Must possess the capability to work in a team orientated environment.
• Problem solving and analytical skills.
• Ability to type at least 35 WPM
• Knowledge of two-way radio systems is essential
• Knowledge of the Metropolitan Phoenix area is a plus
• Knowledge of or ability to learn working systems of buses is a plus
• Must be able to work shifts or flexible work schedules as needed.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Requirements:The essential functions of this position require the ability to:

• Majority of work is accomplished indoors and in air conditioned or well-ventilated facilities
• Majority of work is accomplished in the Control Center at a station equipped with a telephone and three computer screens, keyboard, and two-way Radio microphone
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact or watch an overview video at