Dedicated Accessible Transit Service (DATS) Dispatch Team Lead

at  City of Edmonton

Job Number: 49916
Reporting to the Supervisor of Paratransit Planning and Service Deployment, the DATS Team Lead will be responsible for the day to day operation of the DATS Dispatcher functions. This includes oversight of all aspects related to: monitoring the performance of runs, scheduling same-day bookings onto runs, contacting operators on the road, resolving issues, assisting in emergency situations, and dispatching resources such as Transit Inspectors and Operation Supervisors.

SKILLS REQUIRED FOR SUCCESS:

• Knowledge and experience in developing and implementing policies and processes in transit, transportation and/or dispatching industry
• Demonstrated ability to lead and supervise a team within a unionized environment
• Demonstrated ability to develop individuals, through the use of effective coaching methods, resulting in teams working towards achieving common goals
• Strong conflict resolution and negotiation skills with experience in solving complex and sensitive issues between multiple parties in a workplace
• Strong leadership skills with proven ability to direct and supervise staff and build strong teams
• Ability to maintain confidentiality, utilize discretion and exercise sound judgment
• Customer service experience with a client-focused approach
• Strong organizational skills with the ability to prioritize, multitask, manage time effectively, and handle tight deadlines under pressure
• Highly developed problem-solving, critical thinking, decision-making, and planning skills
• Strong communication and interpersonal skills with the ability to work collaboratively and communicate effectively with large and diverse workgroups and multiple stakeholders
• Knowledge of systems and databases, preferably within a Transit environment
• Proficiency with computer software (Windows, Office, Google), databases and systems, including Trapeze
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Qualifications:

• Completion of Grade 12
• Coursework in supervisory or leadership training
• Five (5) years’ relevant dispatch experience in a transit, transportation and/or dispatching industry, using a variety of computer application tools for the purpose of coordinating dispatching activities; two (2) years of which must demonstrate relevant supervisory experience
• Experience in providing leadership, coaching, and guidance to staff regarding day to day operation

• Provide leadership, coaching, and guidance to staff regarding day to day operations, including managing and resolving escalated issues
• Develop and implement policies and processes for Dispatch in consultation with DATS supervisors, team leads and staff
• Facilitate regular meetings and ensure consistent communication to the Dispatchers regarding all issues or changes that affect their work
• Lead continuous process improvements by identifying gaps, planning, and implementing best practice research
• Perform quality control activities to ensure a high level of performance, and to ensure policies and procedures are being consistently applied
• Develop and implement a comprehensive training program for staff
• Conduct regular performance reviews in consultation with the Supervisor of Paratransit Planning and Service Deployment
• Facilitate issue and conflict resolution processes within the team
• Develop and implement staff schedules, including approving overtime, vacation, and absences
• Collaborate with other Supervisors, team leads, and staff in the development and implementation of planning, policies, and procedures
• Perform Dispatcher and/or other functions as required

Qualifications:

• Completion of Grade 12
• Coursework in supervisory or leadership training
• Five (5) years’ relevant dispatch experience in a transit, transportation and/or dispatching industry, using a variety of computer application tools for the purpose of coordinating dispatching activities; two (2) years of which must demonstrate relevant supervisory experience
• Experience in providing leadership, coaching, and guidance to staff regarding day to day operations