Dispatch Supervisor (Communications Supervisor) - BRTA

Knowledge and Experience:

• Minimum 3 years prior dispatch experience in fast-paced environment
• Transit environment experience preferred
• Union environment experience desired
• High School Diploma or equivalent required.
• Intermediate computer experience, to include Microsoft Office Suite.

Skills:

• High level of attention to detail.
• Effective communication skills, both written and oral.
• Excellent Customer Service skills
• Strong organizational planning skills.
• Strong practical skills.
• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Basic math skills with strong analysis and problem-solving skills.
• Ability to work in a union environment.
• Ability to work flexible schedules that may include nights, weekends, and holidays.

Key Accountabilities:  

• Supervise day-to-day transit service operations
• Monitor service in real-time and adjust resources to address delays, disruptions, or emergencies
• Ensure adherence to schedules, routes, and service standards
• Coordinate with dispatch, field supervision, and control center teams
• Issues corrective action and disciplinary records to staff as required
• Other duties as assigned

• Monitor fixed-route service using CAD/AVL systems, radio, and other communication tools.
• Track vehicle adherence to schedules, headways, and service standards.
• Communicate with operators to provide instructions, updates, and route adjustments.
• Coordinate service changes in response to delays, detours, traffic congestion, or service disruptions.

• Serve as the central point of contact for all radio communications with transit operators.
• Maintain clear, professional, and concise communication under normal and high-pressure conditions.
• Enforce proper radio protocol and communications discipline.

• Receive, assess, and respond to incidents including accidents, mechanical failures, passenger disturbances, and emergencies.
• Dispatch field supervisors, maintenance, and emergency responders as needed.
• Provide real-time guidance to operators during incidents.
• Document all incidents accurately and in accordance with agency policies.

• Relay critical service updates impacting passengers (delays, detours, service outages).
• Support customer service teams with real-time operational information.

• Maintain logs of communications, incidents, and service interruptions.
• Enter operational data into transit management systems.
• Generate reports and summaries for operations leadership.

• Adhere to all safety regulations, agency policies, and operating procedures.
• Support emergency preparedness and response protocols.
• Monitor operator compliance with safety and operational standards.

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. 

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodation to qualified applicants. 
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.