Operations Supervisor

Transdev is hiring for a role overseeing daily Dispatch operations within a 24/7 transportation environment at our WMATA location.

About the role

This position ensures safe, reliable, and efficient service delivery by monitoring real-time operations, supporting Dispatch staff, and coordinating with Operators, subcontractors, and support departments. We seek customer service-oriented professionals dedicated to safety.

Responsibilities

• Ensure Dispatchers actively monitor Operators in service via radio and Dispatching Software platforms.
• Provide coaching and discipline for Operators’ non-compliance issues, including operational service delays and attendance.
• Oversee improvement in customer satisfaction and dispatch satisfaction.
• Maintain a professional demeanor and appearance.
• Investigate and provide appropriate feedback to Upper Management for complaints.
• Ensure dispatch personnel effectively perform the linked function between operators and customers by monitoring responses to Operator requests and ensuring appropriate actions are taken.
• Provide coaching and assistance when required.
• Communicate with Management to maximize efficiencies and resolve issues.
• Recommend discipline and direct the work of Dispatch employees.
• Handle initial Operator and Dispatcher complaints and escalate as needed.
• Monitor specific charts and daily graphs to ensure service calls are managed and completed in a timely manner.
• Monitor real-time call flow, inbound dispatcher availability, Service Levels, and other critical call statistics to ensure calls are answered promptly and abandoned calls are minimized.
• Fill in as a Dispatcher when required.
• Ensure overall compliance with office policies such as uniforms, use of electronic devices, phone compliance, meal breaks, and attendance.

Requirements

• Ability to manage multiple projects while overseeing operations.
• At least three to five years of successful supervisory experience preferred.
• Ability to effectively lead a diverse group of individuals to achieve Dispatch Department goals.
• Ability to learn and demonstrate efficiency in the use of RideCo.
• Strong customer service skills.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.
• Subject to DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Demands

• Work outside in varying temperature, weather, and humidity conditions; work alone and in remote locations.
• Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances on possibly sloped, slippery, or uneven surfaces.
• 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 access files or equipment stored at ground level.
• Withstand heavy traffic areas while performing duties; tolerate exposure to dust, vehicle fumes, and noise.

Qualifications

• Be eligible to work in the United States without requiring sponsorship now or in the future.
• Successfully pass a pre-employment drug screen.

Pay

Competitive compensation with an annual range of $56,200 – $65,000.

Benefits

• Vacation: minimum of two weeks.
• Sick days: 5 days.
• Holidays: 12 days (8 standard and 4 floating).
• 401(k) retirement plan.
• Medical, dental, and vision insurance.
• Life insurance.
• Short-term disability.
• Voluntary long-term disability.

Benefits may vary depending on location policy.