Operations Supervisor

Operations Supervisor (Service Operations Supervisor) - NRTA

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Job Category: Operations

Requisition Number: OPERA006845

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• Full-Time
  
• On-site
  

Locations

Showing 1 location

NRTA, Nantucket, MA 02554, USA

Description

Keolis is hiring Operations Supervisor (Service Operations Supervisor) in Nantucket, MA.

Hourly Wage: $34.00

Knowledge and Experience

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• One (1) year of Transit/Transportation supervisory, dispatch or combination experience preferred.
  
• Computer literate to include intermediate experience with MS Office products is required.
  
• Prior experience with dispatching software systems is preferred.
  

Skills

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• High level of attention to detail.
  
• Effective communication skills, both written and oral.
  
• Strong organizational planning skills.
  
• Must be a self-starter
  
• Strong practical skills.
  
• Ability to work without direct supervision.
  
• Ability to read, write and speak English.
  
• Ability to work flexible schedules that may include nights, weekends, and holidays.
  
• Strong analysis and problem-solving skills required.
  
• Basic math skills.
  
• Valid driver’s license
  

Key Accountabilities
Service Dispatching Oversight

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• Monitor daily fixed-route service performance using Computer-Aided Dispatch (CAD), Automatic Vehicle Location (AVL), radio systems, and other operational technology.
  
• Track route adherence, schedule performance, service interruptions, and headway management.
  
• Identify service disruptions and implement corrective actions to maintain service reliability.
  
• Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.
  
• Provide real-time operational guidance and support to bus operators.
  
• Respond to operator requests, questions, and service concerns.
  
• Coordinate replacement operators, vehicle assignments, and emergency coverage as needed.
  
• Ensure operators comply with schedules, operating procedures, and agency policies.
  
• Receive and document accidents, passenger incidents, vehicle breakdowns, security concerns, and emergency situations.
  
• Coordinate responses with maintenance personnel, emergency services, law enforcement, and management.
  
• Maintain accurate records of operational incidents and service disruptions.
  
• Prepare and submit incident reports in accordance with agency procedures.
  
• Maintain continuous communication with operators, supervisors, maintenance staff, and management personnel.
  
• Manages Paratransit and Microtransit Schedules, ensures proper vehicle supply and fast response to trip requests within prescribed time windows.
  
• Meets with Bus Operators on a regular basis to discuss overall performance, provides support and coaching needed to do the job successfully.
  
• Issues corrective action when required in relation to Bus Operator performance.
  
• Reinforce safety practices, customer service standards, and agency policies.
  
• Conduct route observations and performance evaluations as assigned.
  
• Assist with employee training, mentoring, and development initiatives.
  

Field Supervision Oversight

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• Conduct field observations of fixed-route operations to ensure safe, efficient, and reliable service.
  
• Monitor operator performance, customer interactions and adherence to established procedures.
  
• Evaluate on-time performance, schedule adherence, and service quality.
  
• Identify operational challenges and recommend corrective actions.
  
• Ensure timely departures of transit vehicles from high frequency transit stops.
  
• Respond on-site to accidents, customer complaints, service disruptions, security incidents, and emergencies.
  
• Conduct preliminary investigations and gather statements, photographs, and relevant documentation.
  
• Coordinate with emergency responders, law enforcement, maintenance personnel, and management.
  
• Ensure appropriate follow-up actions are completed.
  
• Ensure proper and accurate documentation of daily report paperwork and related logs/ forms.
  

Training Support

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• Assists with Student Bus Operator training as assigned by the department manager.
  
• Assists with Bus Operator re-training and refresher training as assigned by the department manager.