Supervisor, Elev/Esc Operations Center

Washington D.C
May 21, 2019
May 25, 2019
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.


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:
  • 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


Washington Metropolitan Area Transit Authority, a Federal contractor, is an Equal Opportunity / Affirmative Action employer. All qualified applicants receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender, gender identity, age, sexual orientation, genetic information, physical or mental disability, or status as a protected veteran, or any other status protected by applicable federal law, except where a bona fide occupational qualification exists. Our hiring process is designed to be accessible and free from discrimination.

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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