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Supervisor, Scheduling and Dispatch

7 months ago

Richmond Hill, 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 on-demand 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.