Assistant Service Delivery Manager (JO 33-26)
On-site · Honolulu, Hawaii, United States
Job Summary
Assist the Director of Operations in managing and supervising the day-to-day Service Delivery operations of Paratransit Services (TheHandi-van) including the reservation call center, scheduling of customer trips, dispatch, and other operational areas to ensure safe, efficient, and dependable transportation. Responsibilities include daily operator assignments, manifest reconciliations, ensuring on-road service is safe and efficient, optimal scheduling to meet demand, timely and excellent customer service for reservations, preparing daily schedules, investigating customer complaints, monitoring and evaluating staff performance, implementing corrective actions, helping develop policies and procedures compliant with Federal, State, and City requirements, collaborating with management to set improvement goals, preparing management reports, assisting with recruitment and training, maintaining confidentiality, and applying leadership and supervisory skills along with strong communication, time management, and analytical abilities.
Required Qualifications
- High school graduate
- Associate’s degree in business management or related field highly desirable
- Five years of practical working experience in call center, dispatch or related field
- Two years of supervisory experience is highly desirable
- Knowledge of ADA, Federal, State, and City transit laws and regulations
- Knowledge of current Company and Paratransit Services policies and procedures
- Knowledge of Paratransit Services software used in all the different Service Delivery sections
- Knowledge of provisions in the Collective Bargaining Agreements
- Able to exercise sound judgment
- Analytical ability
- Knowledge of principles and techniques of effective investigating
- Management and supervisory skills
- Strong written and oral communication skills
- Time management and prioritization
- Proficiency with word processing, spreadsheets, and related software
- Ability to prepare clear, accurate records and reports
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