Assistant Dispatch Manager

Overview

Transdev is seeking a highly motivated and experienced Assistant Dispatch Manager to lead our critical team and ensure the smooth operation of this 24/7 service. You will oversee a dedicated team of dispatchers and WMR agents, provide real-time assistance to passengers, and maintain exceptional communication with internal and external stakeholders. This position is located in Hyattsville, MD, supporting our WMATA contract.

• Assist the Dispatch Manager to lead and manage a team of WMR agents and supervisors, including recruitment, training, performance management, and coaching.
• Ensure the efficient and effective operation of the WMR service, exceeding performance expectations and adhering to service level agreements.
• Monitor real-time operations, identifying and resolving issues promptly to minimize passenger inconvenience and maintain service quality.
• Provide timely and accurate information and assistance to passengers through various communication channels (phone, email, etc.).
• Collaborate effectively with dispatchers, OCC managers, PAS Contractor, SDP, and WMATA staff to ensure seamless service delivery.
• Analyze performance metrics and identify opportunities for improvement in the WMR system and processes.
• Stay up-to-date on industry best practices and technological advancements in passenger information and support systems.

• Minimum of 5 years of management experience in a large Operations Control Center (OCC) environment, demonstrating strong leadership skills and operational expertise.
• Proven track record of success in building and leading high-performing teams, fostering a positive and results-oriented work environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced, 24/7 environment.
• Strong customer service orientation and commitment to exceeding passenger expectations.
• Proficient in Microsoft Office Suite and relevant software applications.
• Bachelor’s degree from an accredited college or university preferred, or an additional 5 years of progressive leadership experience in an OCC environment.

• Must be able to work shifts or flexible work schedules as needed.
• Long periods of sitting, typing, or looking at a computer screen.
• Work environment will be a combination of indoors and outdoors.

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days (8 standard and 4 floating)
• 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.

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. Transdev is a global mobility leader with operations in 19 countries and a workforce of approximately 110,000 team members.

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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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.