Job Information
Regional Transit Service Supervisor of Paratransit Scheduling in Rochester, New York
Supervisor of Paratransit Scheduling
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Location: Rochester, NY
Posted: 07/08/2024
Location Name: RTS Access
Wage Max: 24.04 Hourly
Wage Min: 21.63 Hourly
Position Type: Full Time
ABOUT RTS ACCESS: RTS Access provides complementary service, also known as "paratransit service," to the RTS fixed route system. This form of transportation is available to those customers with disabilities who are unable to utilize the RTS fixed route system for all or some of their transportation needs. RTS Access is currently seeking qualified individuals who enjoy driving and working with the public to join our team as a part-time Bus Operator in Monroe County.
JOB SUMMARY: The Supervisor of Paratransit Scheduling is responsible for the daily supervision and effectiveness of RTS Access paratransit scheduling. The Supervisor of Paratransit Scheduling will monitor and promote excellent customer service, accuracy of scheduling and identify, report and implement change that will support a positive customer experience and support RTS Access as a whole.
REPORTS TO: Director of Paratransit Operations
SUPERVISES: Access Schedulers
RATE:$21.63/hr. - $24.04/hr. (depends on experience)
BENEFITS INCLUDE:
Staying Healthy: Medical, Dental (currently free) and Vision (currently free), Flexible Spending Account (FSA)
Feeling Secure: Disability Insurance, Pension Plan, NY State Deferred Compensation Plan, Basic Life and Accidental Death & Dismemberment (AD&D) insurance, Group Specified Disease Insurance and Hospital Insurance
Work-Life Balance: Paid Time Off (PTO: 17 days upon hire; accrue additional time after 1 year), Employee Assistance Program, Paid Holidays, Verizon Wireless Discount, On-site Fitness Center open 24/7, Employee Wellness Program, Culture & Inclusion Council, Public Service Loan Forgiveness (PSLF), BJ's Wholesale Club Discount, and more!
ESSENTIAL FUNCTIONS:
Oversees a group of nine (9) RTS Access Schedulers for booking accuracy and trip requests, to include interactions with customers in response to pre-arranged schedules and same day requests.
Ensures compliance with all regulatory (FTA, ADA) and local policies and procedures and identifies and recommends changes as needed.
Monitors Schedulers interactions with customers, performs quality assurance of those interactions and provides the necessary feedback and training to improve the customer experience.
Conducts daily system reviews and maintains essential monthly reports and metrics to drive operational excellence.
Prepares monthly reports to include ridership, operating statistics, and any call center type quality reports including but not limited to call volume, on-hold times, call durations, etc.
Responds to service inquiries and customer complaints through customer escalation process to mediate sensitive issues involving paratransit customers.
Ensures appropriate investigation and response to customer issues and documents resolution.
Assists in the creation and establishment of policies and procedures that will result in operating improvements and efficiencies.
Identifies training needs and direct those efforts in training that will improve scheduling and dispatching operations.
Identifies staff needs and opportunities for training and career development.
Understands and complies with the Labor Agreements between Access (Lift Line) and Teamsters Local 118.
Reports on and addresses issues of noncompliance, insubordination, grievances, and discipline.
Periodically review job duties, operational checklists.
ADDITIONAL RESPONSIBILITIES:
Supports other departments and/or events as needed.
Other duties as assigned.
EDUCATION & EXPERIENCE:
High School Diploma required; Associate's degree preferred.
A minimum of 3 years' experience in a supervisory role in a Call Center, Tech Support, or Dispatch environment
Proven analytical background implementing process improvement through technology.
Union experience a plus.
An equivalent combination of education and relevant experience sufficient to successfully perform the essential duties of the job.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent Customer Service skills.
High level of skill and technical understanding of enterprise-level software.
Good computer and math skills (advanced knowledge of MS Excel preferred).
Familiarity with FTA and ADA operational compliance and regulatory requirements a plus.
Ability to drive process and technological improvements.
Exceptional interpersonal, problem-solving, verbal, and written communication, and conflict resolution skills.
Strong coaching and leadership skills with an ability to motivate others and work both as a team leader or in a support capacity when needed.
Ability to establish and maintain working relationships with Access working units, RGRTA Departments, outside agencies, authorities, and regulatory organizations.
PHYSICAL DEMANDS& WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit while using hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk, hear, see, and use a computer. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 10 pounds.
The noise level in the work environment is usually moderate.
ADDITIONAL INFORMATION:
Rochester Genesee Regional Transportation Authority (RGRTA) is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. RGRTA will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.
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