Job Description

WHO WE'RE LOOKING FOR

The Supervisor, Demand Response -Service Coordinator reports directly to the Manager, Demand Response Operations. This position is responsible for overseeing the safe, effective, efficient and reliable delivery of demand response transportation 24 hours a day, 7 days a week.

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties

Operations & Service Delivery Leadership

• Supervise and coordinate daily Demand Response Control Center operations, including dispatch, scheduling, customer day-of-service communications, work assignments, and service delivery decisions to ensure safe, efficient, and reliable transportation services.
• Monitor operational performance metrics, including on-time performance, vehicle productivity, schedule effectiveness, call center productivity, diminished runs, and dispatch quality; analyze trends and implement corrective actions to achieve departmental goals.
• Evaluate service demand, run performance, and optimization tools to develop and implement run cuts, schedules, and service improvements that support operational efficiency and customer service objectives.

Staff Leadership, Development & Performance Management

• Lead, supervise, and develop Service Coordination staff through coaching, training, mentoring, performance evaluations, quality assurance observations, productivity assessments, and corrective or disciplinary actions to ensure accountability and high performance.
• Partner with Human Resources in workforce planning activities, including recruitment, selection, onboarding, and training of new and temporary staff.
• Serve as the primary trainer for Service Coordinators, overseeing classroom instruction and ongoing development for dispatch, scheduling, customer service, and operational processes.

Training, Process Improvement & Program Development

• Develop, implement, and maintain training programs, operating procedures, checklists, and technical training materials to support effective use of scheduling, dispatch, and call center systems.
• Recommend, develop, and implement policies, procedures, and service improvement initiatives that enhance employee effectiveness, operational performance, customer experience, and Control Center efficiency.
• Support continuous improvement efforts by identifying operational gaps, developing customer service improvement plans, and driving initiatives that advance departmental and organizational objectives.

Technology, Reporting & Operational Support

• Provide subject matter expertise and operational support for Computer Assisted Scheduling and Dispatching (CASD), automatic vehicle location systems, telephone systems, and other internal technologies used in service delivery and performance management.
• Utilize operational systems and data to identify performance improvement opportunities, prepare weekly and monthly operational reports, and support data-driven decision-making.
• Lead and support operational initiatives across Demand Response services while ensuring effective coordination among Service Coordinators, dispatch centers, drivers, customer service staff, and other stakeholders.

Compliance, Safety & Stakeholder Collaboration

• Collaborate with leadership, service providers, and internal stakeholders to ensure compliance with ADA complementary paratransit requirements, labor agreements, organizational policies, and service standards.
• Foster and maintain a positive safety culture by promoting the health, safety, and security of employees and ensuring transportation services are delivered safely and effectively for all passengers, particularly individuals with disabilities; communicate operational issues, trends, and performance concerns with service providers to support continuous service improvement.

CapMetro SMS Support & Other Duties

• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported. 
• Perform other position related duties as required and/or assigned. 

RESPONSIBILITIES - SUPERVISOR AND/OR LEADERSHIP EXERCISED:

Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

WHAT YOU BRING

• High School Diploma or GED
• Eight (8) years of progressively responsible transit dispatch and scheduling, transportation logistics, transit management or demand response experience.
• Two (2) years of supervisory/lead experience of control center staff in a bargaining unit environment preferred.

Knowledge, Skills and Abilities:

• Working knowledge of transit dispatch and scheduling practices, planning methods, and performance measurements.
• Skill in planning and completing assignments independently; highly organized and detail oriented.
• Strong skills with analyzing data, troubleshooting, problem solving and reviewing information for accuracy and completeness.
• Set a positive and professional example for others to emulate.
• Communicate effectively, both verbally and in writing.
• Establish and maintain positive working relationships with co-workers and the public.
• Effective use of a PC and common office functions, including keyboard and mouse usage, and strong working knowledge of Windows, Excel, MS Office and electronic mail software applications.

Service Impacts Core Team Member

This position has been identified as a member of the Service Impacts Core Team. As a member of the Service Impacts Core Team, the person in this position may be required to attend weekly meetings to ensure that Tier 1 and 2 Service Impacts are processed smoothly throughout the agency, ultimately, to provide the greatest service possible to our customers. Tier 1 and 2 Service Impacts are routine impacts including 5K/10Ks, charity walks, parades, UT Football games and unplanned impacts including emergency activities, traffic accidents, road construction and significant traffic from major events. In rare instances, this will require working outside of normal business hours.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Regular and predictable attendance at assigned work location is an essential function.

Reasonable accommodations may be made to enable individuals with disability to perform the essential functions as previously described.

WORK AUTHORIZATION

Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.

Mobility Status:

As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office or field location 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY  

CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.