Office Manager

Position Summary

The Goose Creek Transit (GCT) Office Manager is a working supervisor responsible for the effective day-to-day administration of the transit office and direct supervision of Transportation Specialists/Client Coordinators. The position coordinates dispatch and scheduling, customer service, billing and data accuracy, documentation, and consistent office workflows.

The Office Manager serves as the primary point of coordination between the Transportation Manager and office staff and maintains proficiency in Transportation Specialist/Client Coordinator functions to provide direct coverage when operationally necessary.

• Provide direct day-to-day supervision of Transportation Specialists/Client Coordinators, including assigning and prioritizing work and coordinating office staffing and dispatch coverage.
• Train, onboard, coach, and provide feedback to office staff; participate in performance evaluations and address routine performance, workflow, and training concerns, escalating significant concerns to the Transportation Manager.
• Develop and maintain consistent office procedures and promote professional communication, teamwork, accountability, and effective problem-solving.

• Oversee daily dispatch and scheduling activities, including review of schedules, staffing, vehicle assignments, and scheduling tools for accuracy and service needs.
• Maintain proficiency in Transportation Specialist/Client Coordinator functions and provide direct dispatch or office coverage during absences, breaks, high-volume periods, emergencies, or other operational needs.
• Assist with scheduling conflicts, service disruptions, customer concerns, and service changes based on driver staffing, vehicle availability, maintenance, and other operational information.

• Oversee accurate and timely transportation data entry in Trip Master and other required systems, including routine audits, correction of errors, and follow-up coaching or workflow improvements when recurring issues are identified.
• Coordinate GCT billing and applicable Medicaid administrative processes to ensure required information and documentation are complete, accurate, and timely.
• Review required transportation and financial records, including Bus Operator logs, tally sheets, cash documentation, customer records, purchase orders, invoices, and related administrative documentation.
• Maintain organized and accessible office records, forms, operator binders, vehicle documentation, supplies, and other administrative materials.

• Ensure office staff provide consistent, professional, respectful, and accurate customer service and communicate GCT policies and procedures consistently.
• Serve as the first level of escalation for customer concerns, scheduling questions, and service or policy issues that office staff cannot resolve.
• Provide direct customer service and office support as operationally necessary.

• Maintain regular communication with the Transportation Manager regarding service needs, driver staffing, vehicle availability, maintenance impacts, scheduling concerns, safety issues, and other emerging operational needs.
• Receive and communicate operational changes needed for daily scheduling and office coordination and support changes directed by the Transportation Manager.
• Ensure required office, safety, security, transportation, and Fixed Route documentation is current, organized, and available, and that office staff follow established confidentiality, safety, training, and organizational procedu es.
• Promptly communicate safety concerns, incidents, or potential compliance issues to the Transportation Manager and assist with required documentation, reporting, meetings, and training.