Supervisor, Transit Control Center (TCC)

• Responds to and resolves issues regarding regional transit security incidents, accidents, and medical emergencies. Handles radio and phone reports of incidents and communicates information via computer aided dispatch (CAD)/automatic vehicle location (AVL) and 800 MHz radio system on multiple intra-agency and multi-agency Talk Groups. Dispatches Transit Supervision and aids in their response.
• Monitors and manages the on-time service performance for the Metro Transit fleet using the current AVL technology; ensures documentation and service resolution for operators running outside operating standards.
• Resolves regional transit service disruptions to ensure scheduled service is provided by coordinating work fill, authorizing bus operator overtime, instructing bus operators and mechanics, and monitoring vehicle locations within the service area.
• Dispatches and supports the Metro Transit Police, communicates and coordinates primary agency response with other agency PSAP's, checks and verifies warrants, license status and trespass records, contacts other police departments as needed within the state or nation-wide, monitors alerts on the criminal justice information system.
• Makes mechanical service call decisions based on information received from bus operators and decipher differences between minor and severe issues; coordinates service with maintenance department.
• Provides supervision and work direction to bus operators using 800 MHz radio, telephone and computerized text messaging; issue written performance records to include training requests, commendations, and Operator work violations.
• Responds to and resolves general customer service concerns such as lost and found items, missing persons, safety and security issues, and transit policies.
• Monitors various facility, equipment, security alarm notification systems, CCTV cameras, and determines and coordinates appropriate agency response.
• Performs other related duties as assigned or apparent.

• High school diploma/GED with seven (7) years of experience including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
• Associate's degree with five (5) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.
• Bachelor's degree or higher with three (3) years of experience, including one (1) year of experience in a management, supervisory, or lead role which could include time as a trainer, mentor, or providing work direction to others.

• Valid Driver's License and an acceptable driving record.
• Typing at 25 wpm.

• Degree in Business, Management, Operations, Transportation or closely related field.
• Typing at 40 wpm or more.
• Experience working in a call center or communication center environment that required accurate decision making and critical problem-solving skills.
• Experience working in a fast-paced team environment.
• Experience supervising (may include leading, coaching, providing work direction, and mentoring/training others) employees in a union environment.
• Experience making relevant logical decisions and entering that information into oral and written reports.
• Excellent customer service skills with the ability to conduct oneself professionally and handle sensitive and difficult issues in a clear and tactful manner.
• Experience working with diverse communities and workforces.

• Decision making/critical thinking skills: Recognizes the underlying causes or problems. Recognizes and considers the implications of alternative solutions and actions. Makes timely and sound decisions under conditions of risk and ambiguity.
• Effective customer service skills: Requires the ability to balance interests of a variety of clients, readily adjust priorities to respond to pressing and/or changing demands. Anticipates the needs of clients and is committed to continuous delivery of quality service.
• Effective oral communications skills: The ability to communicate effectively with a diverse work group. Requires tact, courtesy, and cooperation in dealings with others where the primary purpose is the exchange of information.
• Effective written communication skills: uses correct spelling, grammar and punctuation in written reports and correspondence.
• Basic skills in MS Word, Excel and other windows-based environment.
• Work effectively in team environment: Consistently develops and sustains cooperative working relationships. Inspires, motivates, and guides others toward goal accomplishments.
• Multi-task and prioritize work in a fast-paced environment: Effectively handles key details on a day to day basis. Is aware of and attends to essential information and is thorough and accurate when managing work volume and tasks.
• Ability to maintain situational awareness in a communications center environment. Requires understanding how current information, events, and actions taken may impact goals and objectives.
• Ability to remain calm while working under pressure. Requires handling of a variety of rapid-flowing information and ideas at once while maintaining a professional, focused demeanor.
• Decisiveness: The ability to exercise good judgment by making sound and well-informed decisions, perceives the impact and implication of decisions, makes effective and timely decisions, even when data is limited, or solutions produce unwanted and difficult consequences.
• Ability to be flexible to changing circumstances; adapts behavior and work methods in response to current information, changing conditions, or unexpected obstacles.
• Ability to read and interpret documents: union contracts, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to learn the geography of the Twin City metro area and to read and interpret maps and geographical directions.

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary, excellent benefits and a good work/life balance.

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