Operations Supervisor

Operations Supervisor at Go Durham

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Reporting to the Operations Director, the Operations Supervisor is responsible for the administrative work involved in the planning, coordinating, and supervising of the daily operations of the Go Durham public transit system, including, but not limited to, developing route and schedule assignments for bus operations. Plans, directs, and coordinates activities of personnel to provide passengers with fast, efficient, and safe transportation.

Coordinates dispatching activities, communication operations, and assignment of drivers to obtain optimum use of facilities, equipment, and human resources. Assists in training new drivers; maintains personnel and operational records; ensures accurate recording of transit ridership data, bus schedule adherence, employee performance, and vehicle maintenance. Establishes and promotes a safe, accident free, and healthy work environment. Ensures compliance with County, local, state and federal regulations regarding transit operations such as vehicle safety, driver certifications and training.

• Assigns, directs and supervises transit, dispatching and related operations which includes scheduling daily work assignments using run board, extra board, and stand‑by or call‑in Operators in accordance with the collective bargaining agreement and appropriate control mechanisms to improve efficiency, labor utilization and cost control.
• Monitors two‑way radio; directs or assists Operators to ensure on‑time performance as well as appropriate response to detours, accidents, incidents, etc.
• Maintains updated Operator sign‑in log, dispatch control log, attendance and shift replacement record, lost & found log, accident/incident reports and similar records.
• Reviews payroll records for accuracy of hours; assures route bidding procedures are followed according to collective bargaining agreement.
• Dispatches replacement buses and Operators for vehicles involved in accidents or vehicle breakdowns. Responds to equipment failures, schedule delays, service problems, accidents, injuries, incidents, etc.; takes charge of scene and provides first aid or crowd control if needed; works with appropriate emergency officials to resolve such situations; completes reports and follows‑up with Safety & Training Manager, corporate staff and insurers as necessary.
• Participates in the investigation of accidents and injuries and cooperates in the preparation of material and evidence for use in hearings, lawsuits, and insurance investigations; formulates general safety policies and procedures to be followed in compliance with local, state and federal rules and regulations; ensures that drivers meet and comply with all federal, state and local health and safety regulations, including CDL requirements.
• Works with Safety Officer, Safety Committee and Operators to establish and maintain a strong safety culture including participation on committees, helping to organize safety displays, managing safety incentive programs, organizing & conducting bus rodeo, coordinating Employee‑of‑the‑Month program, and similar activities.
• Trains, monitors, directs, supervises, and disciplines Operators as necessary to ensure safe and reliable operations within contractual guidelines and applicable regulations and laws.
• Performs on‑road supervision including observing road conditions, monitoring service, ensuring on‑time performance, and similar activities.
• Processes passenger complaints and initiates corrective actions designed to improve customer relations and services; ensures all complaints concerning transit services are expeditiously and thoroughly addressed and accurate record‑keeping is maintained; responds to customer inquiries and concerns verbally and in writing; is proactive in identifying and resolving problems.
• Supervises and serves as back‑up to Customer Service Representatives including assisting with public service, informational calls and crowd control. Helps to maintain the security and cleanliness of all customer service areas.
• Operates transit bus as needed; performs regular road…