23 days old

Paratransit, Operations Center Officer

New York City Transit
Queens, New York
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  • Job Type
    Employee
  • Job Status
    Full Time

The Department of Buses (DOB) is the largest bus agency in North America. DOB has over 18,000 employees and a fleet of 6,000 buses that transport 2.75 million daily riders.  The goal is to provide the public with safe, reliable and clean buses for service. 

MTA NYC Transit provides paratransit service called Access-A-Ride in New York City.  This service is provided in compliance with the Americans with Disabilities Act (ADA) for individuals who are unable to use Fixed Route Bus or Subway Service for some or all of their trips. The program is administered by the Department of Buses Paratransit Division.

As a Paratransit Operations Center Officer (POCO) the selected candidate will have the opportunity to be a visionary leader and oversee our company’s operational processes and to ensure an outstanding customer experience. In addition, the POCO will monitor all on the street operating service for both dedicated and non-dedicated transportation including customer same-day services, incident management and storm operations. The selected candidate will guarantee that all service will be in accordance with the Americans with Disabilities Act (ADA) with zero denials. The leader selected for this role will serve as the primary interface with other departments on projects, initiatives and programs requiring Command Center resources, and is responsible for successful project delivery of the Call center contract.

Additional responsibilities include the following:

  • Provide leadership and recommendations on the best strategies for using new technologies to enhance scheduling and real-time optimization using computer aided dispatch and scheduling software system (ADEPT), AVLM and IVR systems, plan and manage integration with Transit Network Connectivity (TNC) vendors and apps, and serve as an escalation point for customer and vendor issues, with ultimate responsibility for incident tracking, resolution and reporting. 

  • Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, issue management, manages matrix development and daily service levels, responsible for performance standards and recommends implementation of new policies for continuity of business.

  • Assist in capacity planning and vendor management, manage the command center team will have hands-on tactical responsibilities, monitor service delivery levels and quality of timely responses, handle the continual outreach strategy, management of customer subscriptions and individual trip level performance, and follow up with the process of complaints and improve customer service.

The successful candidate should possess eleven (11) years of full-time related experience, of which seven (7) years must have been in a managerial/supervisory/administrative capacity. In addition, the selected candidate must hold a bachelor’s degree in Business Administration, Transportation, Public Administration, Law or a closely related field. A satisfactory equivalent of the combined education and experience requirements may be accepted.

NYC Transit, Paratransit Division offers their associates competitive compensation and a robust benefits package which includes:  

Pension Plans

Medical, dental, vision and prescription coverage

Paid vacation, holidays and leave programs 

New York’s 529 College Saving Plan

Flexible spending accounts

Municipal Credit Union

MTA NYC Transit is an Equal Opportunity Employer.

Posted: 2019-11-20 Expires: 2019-12-21

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Paratransit, Operations Center Officer

New York City Transit
Queens, New York

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