Service Quality Supervisor

Overview

Service Quality Supervisor — Transdev in Phoenix, Arizona is hiring a Service Quality Supervisor to perform a variety of functions to ensure that quality transportation service is efficiently delivered to our customers, in both the office and on the road. We are seeking customer service-oriented professionals who are dedicated to safety.

South Yard – 2225 W Lower Buckeye Rd, Phoenix, AZ 85009

Assistance not provided.

Applicants must submit a résumé to be considered.

• Competitive compensation package of $27.00 - $33.50 hourly (DOE).

• Attractive benefits package, including 401(k) with company contribution, medical, dental and vision.
• Paid time off & vacation.
• Paid sick days
• Holidays

Benefits may vary depending on location policy.

• Overseeing day-to-day activities of operators to ensure compliance with operational requirements for safe bus operations.
• Provide support, advice, and guidance to operators in responding to a variety of issues, assess situations and determine the appropriate course of action (e.g., additional training, counseling) to prevent further occurrences in the future.
• Ensure a positive work environment for operators; provide coaching, mentoring and non-safety related training to promote high employee motivation and morale and commitment to company values and excellence in customer service.
• Promote Transdev policies and procedures in a positive way to operators, passengers, and to the public.
• Supervisor yard pre-trips and buses’ on-board tech functionality.
• Perform vehicle and operator safety evaluation ride checks, observe operators while making their runs, and recommend the necessary retraining.
• Request assistance from the Command Center when necessary.
• Complete daily Road Supervisor’s log of all actions performed during shift.
• Complete required paperwork for special assignments, such as bus checks, camera checks, on-time performance blitzes, DVIR checks, etc.
• Respond to and investigate accidents and incidents immediately when requested by management or Command Center.
• Supervise service problems including rerouting, accidents and incidents with the goal of restoration of interrupted service.
• Support operators in preparing accident reports.
• Interact with and assists transit passengers as necessary.
• Investigate and respond to unsafe location/situation reports; make recommendations and/or changes to resolve the unsafe situation.
• Inform appropriate management personnel regarding operational problems and coordinate efforts toward their resolution.
• Communicate effectively and in a timely manner with safety, Command Center Coordinators, Dispatch Window SQS, and Maintenance.
• Monitor the Operator Check-In-Check-Out (CICO) process using our Visual Dispatch System (VDS) software to ensure runs are filled on-time and to identify any runs which are open due to late arriving Operator or last-minute call-off.
• Assure all DOT rules for hours-of-service are followed.
• Receive Out-of-Service (OOS), Short Run, DOT, and PM bus lists from Maintenance Foreman and ensure buses are assigned to the appropriate runs, according to Maintenance Dept. requests for return times/mileage concerns.
• Other duties as assigned to ensure the smooth operation of the bus system as a whole.

• High school diploma or equivalent. Degree preferred.
• Must have a minimum of 2 years’ experience in the transportation industry with emphasis on safety.
• 2-3 years supervisory experience. Familiarity with Title VII laws.
• Knowledge of state and local regulations/guidelines, inclusive of DOT, FTA, and FMCSA.
• Ability to interpret and initiate policies and procedures.
• Ability to secure a Class "B" CDL with a "P" endorsement.
• Considerable knowledge of and ability to use personnel computers and related software.
• Demonstrate ability to identify and understand problems and to determine the appropriate measures it takes to solve problems.
• Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
• Excellent communication skills both written and oral.
• Proficiency with Microsoft Word,…