Description
JOB SUMMARY:
Under the direction of the Operations Manager, the Operations Supervisor will provide quality guidance and evaluate service for the public while overseeing daily operations. Provides direction to and maintains two-way communications with all operators while monitoring system performance and making necessary adjustments to maximize on-time performance, minimize customer wait times, and minimize service disruptions due to vehicle/operator availability and/or emergency situations. Provides day-to-day operational direction for all mobility services provided.
JOB FUNCTIONS:
These duties are a general representation of the position; assignments may vary.

• Ensures Operators are prepared for their assignment, maintaining observation of operators in full uniform in possession of a proper license, DOT medical card, PPE, and maintaining observation of operator's good health.
• Monitors and completes sign-in and sign-out sheets daily for all Operators. Notes absences and/or tardiness issues and communicates these issues to the Dispatch Supervisor as appropriate.
• Maintains contact with vehicles on assignment to determine the status and location of all vehicles and passengers. Reports operational issues and incidents to supervisors; makes recommendations and proposes solutions.
• Assigns stand-by or extra-board Operators in the event of Operator absences or increased service volumes or to minimize service disruptions due to traffic, vehicle malfunctions, operator problems, and/or emergency situations.
• Conducts gate checks at appropriate times to ensure on-time service and proper completion of the necessary documentation, including manifests and inspections.
• Continuously monitors operations for on-time performance, schedule, and route adherence.
• Identifies potential rerouting opportunities when service is impeded due to excessive traffic congestion, construction, traffic collisions, or other situations that may arise.
• Assists Operators in how identifying, assessing, and recommending resolutions for passenger problems.
• Troubleshoots problems encountered while providing service, resolves identified issues and coordinates with the Operations Manager or the General Manager to resolve them.
• Participates in analysis and review of service, bus operating performance, and on-time performance.
• Monitors Operators, trip status, and system performance providing direction and making adjustments/reassignments as necessary to ensure on-time performance; works with the Customer Service team to reschedule trips in the event of vehicle malfunction, traffic, or emergencies.
• Responds to collisions and incidents immediately: assists with or manages the situation as required; collects all required information; assists Dispatch and Operations staff in resuming service levels according to specifications and minimizing passenger disruptions.
• Assists in filling vacant shifts as necessary to ensure full-service delivery.
• Conducts site checks and road observations according to local policy and agency requirements.
• Document findings accordingly and provide necessary reports to the Safety and Training Manager.
• Responds to equipment failures, schedule delays, service issues, incidents, injuries, etc., and manages the scene if needed; works with appropriate emergency personnel to resolve the issue; ensures timely completion of reports and required follow-up with the Safety and Security Manager, agency staff, and insurers as necessary; assists in the preparation of materials for use in hearings, lawsuits, and insurance investigations.
• Ensures pre-trip / post-trip forms are complete and accurate, distributes paddles, assigns vehicles, provides on-board equipment to Operators, and maintains checkout logs.
• Coordinates process for lost and found items, when necessary; facilitates delivery to Downtown Denton Transit Center (DDTC).
• Creates and keeps records of daily operations accurately.
• Assists the Safety Department with Operator Driver Training.
• Performs the duties of an Operator as assigned for route coverage.
• Performs additional tasks as assigned.

Requirements
REQUIREMENTS TO PERFORM WORK
Essential Knowledge and Skills:

• Ability to communicate effectively in both written and spoken form; uses appropriate grammar, accurate spelling, and punctuation when communicating through written form; communicates effectively with internal and external customers.
• Familiarity with service area and operations.
• Knowledge of service performance requirements
• Ability to manage emergency situations
• Knowledge of agency vehicles, components, and data/communications systems.
• Knowledge of state and federal regulations and corporate safety programs and policies.
• Knowledge of training programs.
• Knowledge of all NTMC routes and service area
• Ability to learn and have working knowledge and understanding of the Collective Bargaining Agreement
• Ability to obtain/maintain, within three (3) months of hire, a minimum Class B valid Commercial Driver's License (CDL) Passenger (P) endorsement for public passenger transport valid within the State of Texas.

EDUCATION AND EXPERIENCE:

• Must be twenty-one (21) years of age or older.
• Must have a High school diploma or GED equivalent required.
• Previous passenger transportation experience in a similar environment is preferred.
• A minimum of 2-year supervisory experience is required.
• Class B Drivers' License with Passenger endorsement or the ability to obtain one before hire.
• Previous customer service experience and experience working with persons with disabilities and/or senior citizen groups were preferred but not required.

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully.

• Frequently requires prolonged standing, walking, reaching with hands and arms, hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms.
• Occasionally requires kneeling, stooping, crouching, lifting, pushing, and pulling up to 75 lbs.
• Repeated use of sight to read documents and electronic devices.
• Repeated use of hearing and speech to communicate on telephone, radios, and in person.

WORK ENVIRONMENT:

• Works indoors / outdoors and in inclement weather conditions such as rain, hail, ice, sleet, and in cold or hot temperatures.
• Often exposed to unsafe situations, conditions, and equipment that result in cuts and bruises
• Frequently exposed to sounds and noise levels that are distracting and maybe uncomfortable daily.