Bus Operations Center (BOC) Controller – DeKalb Fixed Route

About the role

The BOC Controller coordinates and disseminates information to Operators, Supervisors and other pertinent staff involved in helping to provide on-time service of buses on routes. The BOC Controller uses a GPS CAD/AVL system to proactively manage the day-to-day on the road operations of transit service delivered by Transdev. The BOC Controller also responds to customer and team inquiries.

Key Responsibilities

• Provides verbal direction to Bus Operators, verbal assistance to Road Supervisors and others.
• Pro-actively intervenes, using all available resources, to ensure that the safest high-quality service is provided.
• Collaborates with the local Transdev operating divisions and the Client regarding service interruptions, on time performance issues, detours, bus stop concerns, lost & found items, service capacity and other needs.
• Make documentation in various database systems, information on service incidents including accidents, medical/first responder, mechanical defects/road calls, full & passing events, etc.
• Documents and refers commendations to Operations Manager.
• Assist the public with questions concerning trip planning, route issues/delays, document customer complaints.
• Handle multiple tasks accurately and effectively in a fast-paced environment.
• Other duties as required including cross training in various roles.

Qualifications

• High School diploma or GED equivalent; Associates or Bachelor's Degree preferred.
• Experience in computer databases and MS Word software required.
• Customer Service and/or Call-Center experience required.
• Must be able to work on multiple tasks simultaneously.
• Ability to communicate clearly, verbally and in writing, in the English language.
• Knowledge of service area.
• Knowledge of two-way radio systems is essential.
• Ability to interact professionally with internal and external customer on all levels and be able to work well with diverse groups.

Physical Requirements

• Must be able to work shifts or flexible work schedules as needed.
• The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
• Work environment will be a combination of both indoors and outdoors.

Pay

Non-CBA Position. Competitive compensation package of minimum $18.50/hour – Maximum $23.00/hour.

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 9 days
• Holidays: 6 days
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability

Schedule

Part-Time available. Paid Training.