Supervisor - Operations (Service Operations Supervisor) BRTA Hourly Wage Range: \$26.16 - \$28.71 Knowledge and Experience: - Minimum 3 years in a supervisory role. - Management of frontline employees with accountability for safety and performance - Highschool diploma or GED - Experience with theories, principles, and practices of transit operations - Driver scheduling practices - Applicable federal, state, and local laws, rules, and regulations regarding transit operations - Vehicle operations and safety - Must currently hold or able to obtain a Class B CDL with Passenger and Airbrake endorsements - Prior union environment experience desired Skills: - Work well as part of a team - Possess excellent communication and interpersonal skills - Fluent in English with excellent written and verbal communication skills - Customer-focused with the ability to inspire your team with commitment and enthusiasm - Exercise good judgment and creativity in decision-making - Interact professionally with all levels of employees, client representatives, and community members - Must be able to work flexible hours to include weekends and holidays - Ability to work in a union environment. Key Accountabilities: Operations Management - 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, maintenance, and control center teams - Coordinates coach operator check in processes through dispatching systems Employee Supervision - Lead, coach, and support transit operators and frontline staff - Conduct performance evaluations, attendance monitoring, and disciplinary actions as needed - Ensure employees follow safety protocols and operating procedures - Assist with workforce scheduling and staffing coverage - Address driver performance issues, providing coaching and/or disciplinary action when appropriate in accordance with the CBA and company policies. Safety & Compliance - Enforce safety policies, procedures, and regulatory requirements - Respond to accidents, incidents, and customer complaints - Conduct field observations, safety audits, and investigations - Promote a strong safety culture across operations Customer Service - Ensure high-quality customer service is delivered consistently - Address customer concerns and service complaints in a timely manner - Support accessibility and equitable service delivery initiatives - Act as an on-site representative during service issues Performance Monitoring - Track key performance indicators (KPIs) such as on-time performance, missed trips, and service reliability - Prepare reports on operational performance and incidents - Identify trends and recommend improvements to service delivery - Issues employee corrective action/ discipline records as required Coordination & Communication - Communicate service updates and operational changes to staff and management - Collaborate with planning, maintenance, and customer service departments - Support implementation of new routes, detours, or service initiative