Supervisor, Elevator/Escalator Operations Center

Sep 21, 2022
Oct 04, 2022
Full Time
Minimum Qualifications

  • Associate's Degree in Business Management, Operations Management, or a related field
  • In lieu of an Associate's Degree, a High School degree or a General Equivalency Diploma (GED) and two (2) years of additional experience in a call center or dispatcher environment

  • A minimum of four (4) years of experience in call center or dispatcher environment

  • Possession of a valid motor vehicle operator's license issued from the jurisdiction of residence is required

  • Experience
    • Prior supervisory experience in a transportation industry or emergency response industry call center environment
    • Experience with vertical transportation equipment

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation
  • In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.


The Supervisor, Elevator/Escalator Operations Center is a professional level position which involves technical, administrative, and managerial work. The incumbent supervises the Vertical Transportation Remote Monitoring and Dispatch Center (VTRMDC) which includes planning, scheduling, and coordinating of work assignments, schedule picks, overtime, hot work permits, staff coverage, parts deliveries, pickups, and processing appropriate paperwork related to ELES equipment. In addition, the Supervisor, Elevator/Escalator Operations Center oversees the interaction between the VTRMDC and other departments and operations centers to ensure proper responses to all inter-departmental tasks and requirements. Also, the incumbent utilizes knowledge of Washington Metropolitan Area Transit Authority's (WMATA's) vertical transportation system critical components and key units/stations while advising senior rail management regarding adverse issues causing outages.

Essential Functions
  • Supervises and leads Elevator Operations Center (EOC) dispatchers. Supervises the capture of ELES maintenance data, work order generation, status updates and completion, and maintain task and labor information. The incumbent documents disciplinary and performance related issues, maintains vacation scheduling, work schedules, and unit coverage.
  • Monitors system status for adverse conditions or service disruptions and provides updates to senior management, ensures swift and proper EOC response during entrapments, service disruptions and any other adverse conditions that affect vertical transportation equipment.
  • Assists ELES Department Subject Matter Expert (SME) with Maximo and Remote Monitoring equipment issues. Serves as backup to SME for Maximo. Coordinates with Information Technology (IT) to ensure functional requirements are met and aligned with ELES dispatch and Remote Monitoring needs.
  • Interfaces with the Office of Plant Maintenance (PLNT) Machine Shop to ensure the proper servicing, repairing of escalator skirt, and reskinning of bronze and stainless-steel balustrade panels. Assists in performance analysis and the development of flow charts, guides, diagrams, and spread sheets. Assists department managers and teams in analyzing documentation and identifying areas for improvement based on available data.
  • Provides daily support to ELES users of business systems such as Maximo, Virtual and timekeeping software. Develops reports that tracks work order throughput, mechanic efficiency, mechanic time, entrapment mitigation, and emergency response effectiveness.

Other Functions
  • Fulfills ad-hoc report requests from senior managers. Develops assessment tools to measure the performance and efficiency of dispatchers.
  • Operates Authority vehicle between work locations to perform job duties as required

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:
  • Skills and/or behavioral assessment
  • Personal interview
  • Verification of education and experience (including certifications and licenses)
  • Criminal Background Check (a criminal conviction is not an automatic bar to employment)
  • Medical examination including a drug and alcohol screening (for safety sensitive positions)
  • Review of a current motor vehicle report


WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

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