Operations Supervisor (Service Operations Supervisor) - NRTA at Keolis Commuter Services in Nantucket, MA

Job description

• Keolis is hiring Operations Supervisor (Service Operations Supervisor) in Nantucket, MA.
• Hourly Wage: $34.00

Responsibilities

• Monitor daily fixed-route service performance using Computer-Aided Dispatch (CAD), Automatic Vehicle Location (AVL), radio systems, and other operational technology.
• Track route adherence, schedule performance, service interruptions, and headway management.
• Identify service disruptions and implement corrective actions to maintain service reliability.
• Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.
• Provide real-time operational guidance and support to bus operators.
• Respond to operator requests, questions, and service concerns.
• Coordinate replacement operators, vehicle assignments, and emergency coverage as needed.
• Ensure operators comply with schedules, operating procedures, and agency policies.
• Receive and document accidents, passenger incidents, vehicle breakdowns, security concerns, and emergency situations.
• Coordinate responses with maintenance personnel, emergency services, law enforcement, and management.
• Maintain accurate records of operational incidents and service disruptions.
• Prepare and submit incident reports in accordance with agency procedures.
• Maintain continuous communication with operators, supervisors, maintenance staff, and management personnel.
• Manages Paratransit and Microtransit Schedules, ensures proper vehicle supply and fast response to trip requests within prescribed time windows.
• Meets with Bus Operators on a regular basis to discuss overall performance, provides support and coaching needed to do the job successfully.
• Issues corrective action when required in relation to Bus Operator performance.
• Reinforce safety practices, customer service standards, and agency policies.
• Conduct route observations and performance evaluations as assigned.
• Assist with employee training, mentoring, and development initiatives.
• Conduct field observations of fixed-route operations to ensure safe, efficient, and reliable service.
• Monitor operator performance, customer interactions and adherence to established procedures.
• Evaluate on-time performance, schedule adherence, and service quality.
• Identify operational challenges and recommend corrective actions.
• Ensure timely departures of transit vehicles from high frequency transit stops.
• Respond on-site to accidents, customer complaints, service disruptions, security incidents, and emergencies.
• Conduct preliminary investigations and gather statements, photographs, and relevant documentation.
• Coordinate with emergency responders, law enforcement, maintenance personnel, and management.
• Ensure appropriate follow-up actions are completed.
• Ensure proper and accurate documentation of daily report paperwork and related logs/ forms.
• Assists with Student Bus Operator training as assigned by the department manager.
• Assists with Bus Operator re-training and refresher training as assigned by the department manager.
• Ensure accurate and complete documentation of all training activities in accordance with company and agency standards.

Requirements

• One (1) year of Transit/Transportation supervisory, dispatch or combination experience preferred.
• Computer literate to include intermediate experience with MS Office products is required.
• Prior experience with dispatching software systems is preferred.
• High level of attention to detail.
• Effective communication skills, both written and oral.
• Strong organizational planning skills.
• Must be a self-starter
• Strong practical skills.
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.
• Strong analysis and problem-solving skills required.
• Basic math skills.
• Valid driver’s license

Skills

Required

• High level of attention to detail
• Strong organizational planning skills
• Must be a self-starter
• Strong practical skills
• Ability to read, write and speak English
• Basic math skills
• Valid driver’s license