Metro
Dispatcher
Metro, Cincinnati, OH, United States
Metro is seeking a Dispatcher to manage the day-to-day communications coming into the Radio Communications Center (RCC), via radio, telephone and email and provide services resulting in timely and efficient transportation to customers.
JOB DUTIES
- Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
- Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
- Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
- Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations.
- Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire.
- Monitor and report on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions.
- Arrange for special considerations for ill or stranded passengers, e.g. dispatch a shuttle or provide supervisor pick-up.
- Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
- Assist in Radio and other procedure training of new operators.
- Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
- Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
- Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
- Ability to work in compliance with Metro's safety and security policies.
- Other duties as assigned.
Competency Statement(s)
- Communications - Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
- Customer Focus - Excellent problem-solving skills and a desire to exceed customer expectations.
- Employee Development - Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
- Leadership - Energetic, innovative self-starter, committed to continuous improvement and creative problem-solving.
- Professional Integrity - Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
- Proficiency - Able to multi-task, excellent computer skills, accuracy and attention to detail.
- High School Graduate or General Education Degree (GED)
- Two or more years as a coach operator
Computer Skills
- Working knowledge of email, Microsoft Applications, and CAD/AVL.
- Use of standard office equipment
- Working knowledge of the Metro system and all routes. Familiarity with all coaches and their features including video digital cameras and radios.
- Radio Communications Center atmosphere