Supervisor, Scheduling and Dispatch - Richmond Hill, Canada - York Region

York Region

Verified Company

Richmond Hill, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Job Description:

POSITION PURPOSE

MAJOR RESPONSIBILITIES

Develops specific service standards and productivity measures/programs aimed at ensuring compliance to eligibility criteria.
Monitors and evaluates the reservation processes and systems to determine service level, allocation of staffing resources, budget requirements, etc.
Ensure that appropriate information is documented and that service providers are contacted regarding delays, changes, or complaints and that investigations are properly conducted.
Supervises call centre service levels for all queues in the branch.
Ensures that on request service and eligibility process follow all legislation and is compliant.
Monitors service disruptions, vehicle exceptions and driver assignment schedules; recommends changes to ensure provision of effective contracted services.
Ensures processing of all requests and adjustments of trip schedules are recorded for future operating adjustments and payment consolidation.
Ensures monitoring and completion of daily service report requirements by contracted providers and adherence to operating policies/procedures and reporting of irregularities.
Develops and implements practices and mechanisms that measure and report service level and response time objectives, caller satisfaction and service quality objectives for the telephone queues.
Identifies gaps in call management services and makes recommendations to management.

QUALIFICATIONS

Successful completion of a Community College Diploma in Civil Transportation Planning, Business Administration or related field or equivalent approved combination of education and experience.
Minimum five (5) years' experience involving dispatching/call centre management and service delivery in a transportation/service field environment and demonstrated minimum of two (2) years of direct supervisory experience.
Demonstrated knowledge of and experience with scheduling system software.
General knowledge of medical disabilities/restrictions and the impact on meeting eligibility requirements for specialized transit services.
General knowledge of wheelchair accessible and ondemand transportation systems and products.
Demonstrated knowledge of relevant Standards, Acts and Regulations.
Working knowledge of the street network within York Region.
Knowledge of call centre technologies, Queuing theory and Caller Behaviour theory.
Sound knowledge of research methods and techniques and proficiency in quantitative analysis.
Valid Ontario Class "G" driver's license free of serious offences under the Highway Traffic Act.
Ability to work outside regular business hours.