Dispatch and Call Center Supervisor

Cascades East Transit is looking for an experienced supervisor to lead the Dispatch and Call Center Customer Service teams. Salaried position paid at $5,546.00 to 8,640.00 per month dependent on qualifications and experience. Do you have a knack for both operations and problem solving all while ensuring quality and compliance? Want to help propel CET to a higher level? Then consider applying for the Dispatch and Call Center Supervisor position.

The overarching purpose of COIC’s transportation program is to strengthen regional transportation services and infrastructure through the development and implementation of regionally-based transportation plans, administration and operations, service coordination, and project development. A regional approach to transportation enhances efficiencies among transportation organizations and ensures regional connectivity for Central Oregon’s residents, businesses, and visitors.

The CET Dispatch and Call Center Supervisor is responsible for managing the CET Dispatch and Call Center under direction of the CET Operations Manager. Work in collaboration with the CET Field Supervisors to assure daily operations run effectively. Develop and maintain procedures to include compliance with the Driver Manual, Drug & Alcohol policy and procedures, and emergency procedures. Train Dispatch and Call Center Staff on all policies and procedures.

Maintain compliance with the ATU Collective Bargaining Agreement. Perform related duties as required.

COIC values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected, and responded to in ways which elevates the delivery of our services to Central Oregon Communities.

This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT‑WILL at all times.

The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities.

• Direct and supervise Dispatch and Call Center Staff to include assignment of work, training and performance
• Coach and motivate Dispatch and Call Center Staff to achieve optimum performance through guidance, support, and use of effective supervisory and human relations skill
• Coordinate the hiring of Dispatch and Call Center Staff with the H.R. Dept. and CET Operations Manager that includes application review, interviewing, and the new hire orientation and training
• Conduct employee Performance Reviews, review and approve time sheets to assure time is accurately reported and consistent with their schedule
• Coordinate/approve time off requests, while assuring effective operations of Dispatch and Call Center
• Investigate and resolve complaints or problems. Implement corrective action for performance and conduct issues as required
• Responsible for the efficient and on time routing and scheduling for all Demand Response Buses
• Responsible for maintaining on-time pick-up and delivery of passengers throughout the day
• Answer questions regarding rides and travel information; assure proper radio protocol is followed
• Review and resolve customer complaints dealing with ride set ups, scheduling, routing and on time pick-up and delivery concerns, and keep the CET Operations Manager informed of complaint…