Supervisor of Operations - Street in Charlotte, North Carolina at TRANSIT MANAGEMENT OF CHARLOTTE INC

The Street Operations Officer plays a key role in ensuring the smooth operation of bus services across the CATS routing system. This role includes monitoring buses on active routes, responding to incidents and accidents, and providing on-the-spot coaching and direction to bus operators. The Street Supervisor is also responsible for investigating incidents, following up on customer complaints, and coordinating with internal and external partners to maintain safe and reliable service.

Route Supervision and Incident Response:

• Monitor bus routes to ensure buses are operating on schedule and address any service disruptions.

• Respond promptly to incidents such as accidents, breakdowns, or emergencies, and coordinate responses with law enforcement or emergency services as needed.

Incident Investigation:

• Investigate accidents, incidents, or employee injuries, gathering details from bus operators, passengers, and other parties involved.

• Prepare detailed reports on incidents and provide recommendations to management for resolution.

Operator Support and Training:

• Provide real-time coaching and support to bus operators as needed.

• Assist in identifying bus operators requiring additional training or support based on performance or complaints.

Customer Complaint Resolution:

• Investigate and follow up on customer complaints, working with the Customer Service team to provide resolutions.

• Present solutions or recommendations for improvement to management.

Collaboration:

• Work closely with other departments, including maintenance, to ensure bus operations run smoothly.

Maintain effective communication with bus operators and dispatch teams to ensure operational efficiency

Leadership:

• Strong leadership skills to support and coach bus operators in the field, providing guidance in real-time and addressing any operational issues.

Incident Management:

• Proficient in responding to and managing accidents, breakdowns, or customer incidents while ensuring safety and minimizing service disruptions.

Communication:

• Ability to communicate effectively with bus operators, law enforcement, emergency personnel, and other stakeholders during incidents and routine operations.
• Excellent interpersonal communication skills to interact effectively with both operators and external parties

Problem-Solving:

• Ability to analyze and resolve on-the-spot issues, ensuring that service remains on track and that any problems are addressed swiftly and effectively.

CDL License: Must possess a valid Class A or B CDL with air brakes and passenger endorsement.

Education:

• High school diploma or GED required; Associate's Degree in Business/Transportation or related field preferred.

Experience:

• Previous supervisory or incident response experience in a transit or transportation environment