Supervisor, Scheduling and Dispatch

1 week ago


Richmond Hill, Ontario, Canada York Region Full time

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.

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