Dispatch Manager

About the Role:  

Transdev is seeking a highly motivated and experienced Dispatch Manager to lead our critical team and ensure the smooth operation of this 24/7 service. In this vital role, you will be responsible for overseeing a dedicated team of dispatchers and DSA’s, Asst. DM’s, and Supervisors, providing real-time assistance to passengers, and maintaining exceptional communication with internal and external stakeholders. This position is based in Hyattsville, MD in supporting the WMATA OCC contract.

Transdev is proud to offer:

• Competitive compensation package of minimum $90,000 – maximum $110,000

Benefits include: 

• Vacation: minimum of two (2) weeks 

• Sick days: 5 days 

• Holidays: 12 days; 8 standard and 4 floating 

• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability. 

Key Responsibilities:

• Lead and manage a department staff, including recruitment, training, performance management, and coaching.

• Coordinating and communicating regularly with the Client

• Ensure the efficient and effective operation of the WMR service, exceeding performance expectations and adhering to service level agreements.

• Monitor real-time operations, identifying and resolving issues promptly to minimize passenger inconvenience and maintain service quality.

• Provide timely and accurate information and assistance to passengers through various communication channels (phone, email, etc.).

• Collaborate effectively with dispatchers, OCC managers, PAS Contractor, SDP, and WMATA staff to ensure seamless service delivery.

• Analyze performance metrics and identify opportunities for improvement in the WMR system and processes.

• Ensuring appropriate staffing levels to effectively meet demand

• Stay up-to-date on industry best practices and technological advancements in passenger information and support systems.

• Establishing and meeting standards for employee performance

Qualifications:  

• Minimum of 5 years of management experience in a large Operations Control Center (OCC) environment, demonstrating strong leadership skills and operational expertise.

• Proven track record of success in building and leading high-performing teams, fostering a positive and results-oriented work environment.

• Excellent communication, interpersonal, and problem-solving skills.

• Ability to work independently and as part of a team in a fast-paced, 24/7 environment.

• Strong customer service orientation and commitment to exceeding passenger expectations.

• Proficient in Microsoft Office Suite and relevant software applications.

• Bachelor's degree from an accredited college or university preferred, or an additional 5 years of progressive leadership experience in an OCC environment.

  Physical Requirements:

The essential functions of this position require the ability to:

• Work is accomplished indoors in air conditioned or well-ventilated facilities   

• Sit, type, and look at a computer for extended periods (up to 6–9 hours per day) 

• Must be able to communicate effectively in person, by phone, and in written correspondence 

• Work is accomplished in an office or in a cubicle space equipped with a telephone and computer 

• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level 

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.). 

• Successfully pass a pre-employment drug screen. 

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev 

U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. 

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

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