Assistant General Manager Opertions, Access Link
Company: NJ TRANSIT
Location: Newark
Posted on: August 6, 2022
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Job Description:
Forbes List of America's Best Employers 2018Move forward with
us! At NJ TRANSIT, you'll join us in transforming the third-largest
transportation agency in North America. We are committed to
delivering safe, reliable service that gets our customers to their
destinations on time-and we're looking to hire talented folks with
a love of learning to make it all possible.---Roles and
Responsibilities1.Oversee the Operations Call Center, which
involves the planning, management, and monitoring of day-to-day
paratransit transportation activities to ensure Access Link
operates safe and reliable service in an effective and efficient
manner throughout the state of New Jersey and into/out of
Pennsylvania.2.Oversee Certification and Customer Service groups
regarding trends in customer concerns, service delivery issues and
strategies to determine actions steps. Leads collaborations with
contracted Service Providers to ensure and monitor
responsiveness.3.Coordinates the creation and analysis of key
operating reports in determining trends, seasonal variations,
operational discrepancies and unusual developments requiring
appropriate actions.4.Directs the evaluation of system-wide Access
Link improvements, which included but are not limited to,
increasing system performance, increased system capacity, customer
communications and operating practices. 5.Leads planning and
forecasting activities regarding the Access Link call center to
include need projections of labor, equipment, space, and costs.
6.Directs activities related to analysis of data from Trapeze PASS
and associated modules and systems, including call distribution,
recording systems and IVR systems. Provides leadership in analysis
of processes and performance metrics in reservations, service
monitoring, scheduling, certification and other areas and in the
formulation of benchmarks and best practices to obtain optimum
efficiency and customer satisfaction.7.Directs oversight of travel
independence projects, including collaborations with external
organizations to explore expansion opportunities. Directs the
research and monitoring of initiatives to support appropriate use
of NJ TRANSIT's fixed route system by customers with disabilities.
Directs the development and maintenance of appropriate systems to
ensure contractual compliance.8.Directs staff to ensure compliance
with regulations regarding paratransit eligibility. Directs the
development and implementation of related protocols. Ensures
quality in determinations of eligibility and in dissemination of
materials and information related to accessible services.This
Position Supervises:---Director Operations---Director Customer
Experience---Executive SecretaryEducation, Experience and
Qualifications:---Bachelor's Degree in Business Administration or
related field ---Seven (7) or more years of managerial/supervisory
experience in transportation---One year of closely related
experience can be substituted for each year of education
requiredPreferred:---Experience with customer outreachKnowledge and
Skills:Essential:---Knowledge of ADA transportation provisions
---Five (5) years managing a computerized call/dispatch center
using a telephone system---Five (5) years of Trapeze PASS
experience Preferred:oKnowledge of NJ TRANSIT fixed bus routes and
fares preferredoKnowledge of paratransit eligiblity, operations and
customer service standards as it relates to FTA
regulations/guidelinesoExperience with project management of
operational or transportation projects and/or programsoExcellent
writing and communication skillsCertificates, Licenses,
RegistrationsWorking EnvironmentMust be able to travel to various
locations throughout the State, including those not accessible via
public transportationPhysical DemandsOther ConditionsSitting,
Standing, Working in an office environmentAt NJ Transit you will
enjoy a competitive salary and excellent benefit package:---
Comprehensive Family Health Insurance - Prescription, Dental,
Vision--- Flexible Spending Account--- Life Insurance--- Paid
Leave--- 401(a), 401(k) Retirement Plans - up to 9% match---
Tuition Assistance--- Qualified Transportation Expense Plan (QTE)At
NJ Transit we support and depend upon the diversity of our staff.
NJ TRANSIT is an Equal Opportunity Employer.
Keywords: NJ TRANSIT, Newark , Assistant General Manager Opertions, Access Link, Executive , Newark, New Jersey
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