About Transdev:

Based near Chicago, Transdev is North America's largest private-sector operator of multiple transit modes, including bus, rail, streetcar, paratransit, and shuttle services. Transdev is committed to being the trusted partner of cities and transit authorities through quality execution and innovations in mobility. Its parent company, Transdev Group, is a leading global operator and integrator of mobility operating in 17 countries. It provides passengers daily the freedom to connect to what they care about in their cities. http://www.transdevna.com/. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(5,99,193);text-decoration: underline;">www.transdevna.com

About the Role:

Transdev is seeking a highly motivated and experienced Dispatch Manager to lead our critical team and ensure the smooth operation of this 24/7 service. In this vital role, you will be responsible for overseeing a dedicated team of dispatchers and WMR agents, providing real-time assistance to passengers, and maintaining exceptional communication with internal and external stakeholders.

• Lead and manage a team of WMR agents and supervisors, including recruitment, training, performance management, and coaching.

• Ensure the efficient and effective operation of the WMR service, exceeding performance expectations and adhering to service level agreements.

• Monitor real-time operations, identifying and resolving issues promptly to minimize passenger inconvenience and maintain service quality.

• Provide timely and accurate information and assistance to passengers through various communication channels (phone, email, etc.).

• Collaborate effectively with dispatchers, OCC managers, PAS Contractor, SDP, and WMATA staff to ensure seamless service delivery.

• Analyze performance metrics and identify opportunities for improvement in the WMR system and processes.

• Stay up-to-date on industry best practices and technological advancements in passenger information and support systems.

Qualifications:

• Minimum of 5 years of management experience in a large Operations Control Center (OCC) environment, demonstrating strong leadership skills and operational expertise.

• Proven track record of success in building and leading high-performing teams, fostering a positive and results-oriented work environment.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to work independently and as part of a team in a fast-paced, 24/7 environment.

• Strong customer service orientation and commitment to exceeding passenger expectations.

• Proficient in Microsoft Office Suite and relevant software applications.

• Bachelor's degree from an accredited college or university preferred, or an additional 5 years of progressive leadership experience in an OCC environment.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

EEO is the Law Poster:http://www1.eeoc.gov/employers/poster.cfm. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(5,99,193);text-decoration: underline;">http://www1.eeoc.gov/employers/poster.cfm

Drug-free workplace

If based in the United States, applicants must be eligible to work in the US without restrictions for any employer at any time and be able to pass a drug screen and background check.

California applicants: Please https://transdevna.com/california-employee-privacy-policy/. Click or tap if you trust this link." style="border: 0.0px;font: inherit;margin: 0.0px;padding: 0.0px;vertical-align: baseline;color: rgb(5,99,193);text-decoration: underline;">Click Here for the CA Employee Privacy Policy.

Job Category: Call Center / Dispatch / Reservationist / Scheduler

Job Type: Full Time

Req ID: 2328

Pay Group: VDD

Cost Center: 454

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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 upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.