Senior Manager of Dispatch and CTC bei TRANSIT MANAGEMENT OF CHARLOTTE INC

Description

The Senior Manager for Dispatch and Hub Operations oversees the daily activities of the dispatch center and transit station operations to ensure that all bus routes are covered, buses are dispatched on time, and service hubs function effectively. This role manages dispatchers, station supervisors, and frontline personnel to deliver high-quality, on-time transit service. The Senior Manager is responsible for operational problem-solving, coordinating with maintenance and operations, and ensuring the consistent execution of standard operating procedures. This position plays a key role in service reliability and day-of-service adjustments, and acts as a direct liaison to the Assistant Director for performance reporting and issue escalation.

Daily Dispatch Operations

• Manage day-to-day activities within the dispatch center, ensuring all bus routes are appropriately staffed and deployed on time.
• Monitor dispatch boards, CAD/AVL systems, and real-time vehicle locations to make adjustments due to operator absences, vehicle unavailability, or emergencies.
• Collaborate with maintenance to coordinate vehicle availability, staging, and fleet pull-out/pull-in timing.
• Oversee daily dispatch activities, ensuring that all routes are properly staffed and buses are dispatched on time.
• Oversee the efficient allocation of bus fleet to meet daily operational needs
• Monitor service performance and make adjustments as necessary to cover operator absences, mechanical issues, or unexpected events.
• Collaborate with Lead Dispatchers to resolve operational challenges and provide guidance on difficult or complex situations.

Transit Hub Oversight

• Supervise and coordinate station operations across all transit hubs, including ensuring customer flow, cleanliness, and staff coverage.
• Respond to incidents, facility disruptions, or safety issues within transit hubs and coordinate response with relevant departments.

Operational Planning and Coordination:

• In coordination with Assistant Director, develop and implement dispatch strategies to optimize the deployment of bus operators and minimize service disruptions.
• Coordinate with the operations and planning departments to align daily dispatch activities with broader service goals and upcoming events.
• Ensure that the dispatch team is informed of service changes, detours, special event planning, and any long-term scheduling needs.

Daily Dispatch Operations

• Manage day-to-day activities within the dispatch center, ensuring all bus routes are appropriately staffed and deployed on time.
• Monitor dispatch boards, CAD/AVL systems, and real-time vehicle locations to make adjustments due to operator absences, vehicle unavailability, or emergencies.
• Collaborate with maintenance to coordinate vehicle availability, staging, and fleet pull-out/pull-in timing.
• Oversee daily dispatch activities, ensuring that all routes are properly staffed and buses are dispatched on time.
• Oversee the efficient allocation of bus fleet to meet daily operational needs
• Monitor service performance and make adjustments as necessary to cover operator absences, mechanical issues, or unexpected events.
• Collaborate with Lead Dispatchers to resolve operational challenges and provide guidance on difficult or complex situations.

Transit Hub Oversight

• Supervise and coordinate station operations across all transit hubs, including ensuring customer flow, cleanliness, and staff coverage.
• Respond to incidents, facility disruptions, or safety issues within transit hubs and coordinate response with relevant departments.

Operational Planning and Coordination:

• In coordination with Assistant Director, develop and implement dispatch strategies to optimize the deployment of bus operators and minimize service disruptions.
• Coordinate with the operations and planning departments to align daily dispatch activities with broader service goals and upcoming events.
• Ensure that the dispatch team is informed of service changes, detours, special event planning, and any long-term scheduling needs.

Staff Supervision and Development

• Manage and supervise the dispatch team, including Lead Dispatchers and Dispatchers, ensuring they are trained, supported, and operating effectively.
• Manage and supervise team of station supervisors and leads involved in smooth operations of various transit hubs
• Provide coaching, feedback, and performance evaluations to dispatch staff, fostering a culture of continuous improvement.
• Schedule and assign shifts to dispatch staff, ensuring adequate coverage during peak service hours and special events.
• Oversee staff performance, conduct evaluations, and provide on-the-job coaching and mentoring to ensure consistent adherence to procedures.

Communication and Incident Resolution

• Act as the primary point of contact for day-of-service operational issues, coordinating with Road Supervisors and Operations Control.
• Ensure that all scheduled services are met, addressing last-minute changes or challenges that may impact service reliability.
• Communicate service disruptions and resolutions to internal stakeholders and escalate issues to the Assistant Director as necessary.

Training and Compliance

• Implement and update training programs for dispatch and hub staff, including SOP reviews, system usage, and emergency procedures.
• Ensure compliance with internal policies, safety protocols, and collective bargaining agreements during all operational activities.

Reporting and Performance Tracking

• Review daily dispatch logs, operator attendance, missed service reports, and other metrics to identify performance issues.
• Prepare operational summaries and recommend procedural improvements to Assistant Director based on observed trends.

Core Competencies:

• Leadership: Ability to guide and inspire a team of dispatchers to ensure efficient and effective service.
• Operational Oversight: Ability to manage real-time service delivery through effective supervision of daily dispatch and hub functions.
• Communication: Strong ability to communicate instructions, resolve conflicts, and keep all stakeholders informed.
• Problem-Solving: Skilled in resolving complex operational issues quickly and efficiently to maintain service reliability.
• Customer Focus: A commitment to ensuring that passengers experience reliable, timely, and efficient service
• Service Monitoring: Ability to track key service indicators and make day-of adjustments to ensure reliable, efficient transit operations.

Education:

• Bachelor’s degree in transportation, logistics, business management, or a related field preferred.
• Equivalent experience in public transit or dispatch operations may be considered.

Experience:

Minimum of 5 years of experience in transit dispatching, station operations, or related field, including at least 2 years in a su
pervisory or lead operations role.

• Strong working knowledge of daily dispatching procedures, station operations, and bus pull-out/pull-in processes.
• Proficiency in real-time operational monitoring systems, including CAD/AVL and operator scheduling tools.
• Demonstrate
  d ability to lead and support staff in high-pressure, time-sensitive transit environments.
• Sound judgment in adjusting service and staffing plans in response to disruptions or operational challenges.
• Ability to produce, analyze, and act upon daily performance data and staffing reports.
• Effective verbal and written communication skills for coordinating across shifts, teams, and departments.

Requirements

 Education:

• Bachelor’s degree in transportation, logistics, business management, or a related field preferred.
• Equivalent experience in public transit or dispatch operations may be considered.

Experience:Minimum of 5 years of experience in transit dispatching, station operations, or related field, including at least 2 years in a supervisory or lead operations role.

• Strong working knowledge of daily dispatching procedures, station operations, and bus pull-out/pull-in processes.
• Proficiency in real-time operational monitoring systems, including CAD/AVL and operator scheduling tools.
• Demonstrate d ability to lead and support staff in high-pressure, time-sensitive transit environments.
• Sound judgment in adjusting service and staffing plans in response to disruptions or operational challenges.
• Ability to produce, analyze, and act upon daily performance data and staffing reports.
• Effective verbal and written communication skills for coordinating across shifts, teams, and departments.