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The Operations Supervisor is a first level supervisory position, responsible for supporting and providing daily monitoring of Solid Ground Transportation (SGT) Operators. The Operations Supervisor has direct supervision over the Operators, provides occasional on-call coverage, and works to ensure overall quality service delivery.
Essential Responsibilities, Duties & Tasks
50% Supervise and support SGT Operators. Conduct daily field observations to assess Operator performance. Assist in the development and delivery of relevant training, including coaching Operators in using proper passenger assistance techniques. Mediate concerns that arise among Operator’s, and initiate disciplinary actions and commendations as necessary and appropriate;
20% Conduct site evaluations to review the safety of the site to both passenger and operator. Document discussions with operators, and generate a report on all site evaluations.
10% Respond to collisions/incidents immediately, conduct initial accident investigation, and report to Safety Trainer. Assist Operators in preparation of collision/incident report.
5% Ensure routes are adequately covered at all times. Check schedule adherence, and assist. Operators with directions and passenger concerns as needed.
5% Work with staff team to ensure customer service standards are met. Assist in initial investigation of customer complaints and service requests.
5% Review, understand and implement Collective Bargaining Agreement, and work with Operations Manager to ensure SGT policies and procedures are in compliance.
5% Participate in special projects and committees as assigned, and assist with monthly Safety Meetings for SGT Operators. Participate in program, department and agency meetings and relevant trainings as required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.Full Job Description