Operations Supervisor I

Position Overview: 
This part time position will work out of our Hamilton office on Saturday 5:00 PM - 3:30 AM, and Sunday 5:00 PM - 1:30 AM.

The Operations Supervisor I position is crucial to the smooth and efficient coordination of BCRTA services. This role progressively develops in responsibility, with Operations Supervisor I focusing on entry-level dispatch and customer service tasks. 

All supervisory levels involve troubleshooting operational issues, ensuring smooth communication between vehicle operators and clients, maintaining safety standards, and promoting excellent customer service. These roles may require working evenings, weekends, and handling emergency situations when necessary. 

Key Responsibilities by Level: 

Operations Supervisor I: 

• Dispatch Operations: Operate base radio console to transmit and receive routine and emergency messages from bus operators, ensuring smooth communication. 

• Customer Service (CSR): Respond to customer inquiries, provide information on transit services, and assist with trip scheduling. 

• Scheduling & Rostering: Assist in preparing and managing daily schedules and operator manifests, including communicating changes. 

• Road Supervision: Back-up support vehicle operators and clients during routine operations and emergencies. 

• Enforce BCRTA policies and procedures for driver and radio conduct. 

• Perform routine operational tasks as directed by management. 

General Responsibilities: 

• Investigate accidents, coordinate emergency responses, and maintain communication with Transit Operations Management. 

• Track and maintain accurate operational data, including logs, reports, and I-Reporter records. 

• Adjust service routes and operations in response to emergencies or other operational challenges. 

• Provide training and guidance to vehicle operators on safety and standard operating procedures. 

• Promote a positive public image of BCRTA and strive to exceed customer expectations. 

Qualifications: 

Skills and Abilities: 

• Strong scheduling, rostering, and operational oversight capabilities, with increasing independence across levels. 

• Proficiency in dispatch operations and customer service, capable of resolving complex service-related issues. 

• Ability to perform all road supervisor and driver responsibilities without guidance. 

• Strong negotiation, training, and persuasion skills. 

• Ability to read and interpret documents, policies, and procedures. 

• Problem-solving skills with the ability to recommend corrective actions. 

• Multitasking in a fast-paced environment, while maintaining composure under stress. 

• Excellent verbal and written communication skills. 

• Proficiency in Microsoft Office applications. 

Experience: 

• Operations Supervisor I: At least one year of experience as a BCRTA vehicle operator, dispatcher, or in a customer service role.   

• Completion of or ability to complete BCRTA’s Behind-The-Wheel Trainer Program. 

Education: 

• High School diploma or equivalent required. 

Licenses/Certifications: 

• Operations Supervisor I: Valid Driver's License with the ability to obtain a CDL if needed. 

Physical Requirements: 

• Frequent periods of sitting, speaking, and hearing. 

• Occasional standing, walking, kneeling, squatting, and reaching. 

• Ability to kneel and bend to secure wheelchair restraints. 

• Visual acuity, color vision, and depth perception. 

Work Environment: 

• Typical office environment with occasional exposure to exhaust fumes. Some fieldwork required in road supervision roles. 

This description should not be construed to contain every function/responsibility that may be  

required to be performed by an employee in this job. Employees are required to perform other  

related functions as assigned.