Assistant Superintendent, Bus Operations Communication Center (BOCC)
Job Description Minimum Qualifications: Education
- Graduation from high school or possession of a high school equivalency certificate (GED).
- A minimum of six (6) years of experience as a bus operator supervisor, an operations call center specialist (bus, emergency or similar) or combination thereof, responsible for planning, coordinating or supporting service delivery.
- Possession of, or ability to rapidly acquire, a valid District of Columbia, Maryland, or Virginia motor vehicle operator’s license issued from the jurisdiction of residence.
- Graduation from an accredited college or university with a Bachelor’s degree in Transportation or Business Administration.
- Provides direct oversight, supervision, and leadership for all Bus Communication Specialists and their execution of daily assignments. Facilitates the management and effective development and implementation of Bus Service operating plans and schedules to include special events, detour routing, bus stop changes. Prepares reports and tracks operating trends. Monitors Computer Aided Dispatch System and other applications to ensure that BOCC is operating at optimum levels and meeting established customer service goals. Partners with Transit Field Operations (Street Ops) and Division staff to develop improvement plans for areas of operating service deficiencies. Ensures that BOCC staff performs efficiently and demonstrates an acceptable level of competency in their assigned duties. Conducts audits of assigned work, administers proficiency testing, documents lessons learned, and facilitates monthly staff meetings to support this goal. Oversees the training, certification, and re-certification of assigned staff. Maintains direct communications with division staff and senior bus transportation officials concerning all aspects of Metrobus operation and administration. Ensures that BOCC is following and enforcing established Standard Operational Procedures (SOP), work rules, programs, and regulations set forth by BUSV and the Authority. Serves as liaison between BUSV, Office of Rail Transportation (RTRA), other internal WMATA departments, and external agencies during emergency operations; coordinates operating plans and unifies responses to emergency situations to support restoration of Bus or Rail service. Ensures all information and notifications disseminated from BOCC are timely and accurate.
- Addresses customers’ questions, concerns, and complaints over the telephone and advises customers of inquiry status within the established time frame. Escalates conflicts to appropriate departmental staff when necessary. Assists in the overall day to day management of bus field operations by monitoring bus service, ensuring effective and consistent operating practice; developing and monitoring schedules, participating in work plan development and staff assignments.
- Monitors service drivers throughout the day; adjust shifts and staffing as necessary, and ensures driver adherence to department and federal rules. Coordinates responses to and/or addresses passenger service complaints and emergencies. Collects, complies and analyze data, and prepares accident and on time performance reports.
- Assists in developing, interpreting and enforcing both Metrobus Transit Field and Bus Operations Communication Center (BOCC) operations’ practices/procedures, policies, programs and regulations related to Authority safety policies, programs and regulations. Evaluates and analyzes the performance of Metrobus operations to include trends in bus breakdowns, accidents/incidents, on-time performance, scheduling, and recommends corrective actions to improve.
- Personal Interview Skills Assessments Verification of education and experience Criminal Background Check Credit history report for positions with fiduciary responsibilities Successful completion of a medical examination including a drug and alcohol screening Review of a current Motor Vehicle Report