SALARY
$117,945.85
POSITION SUMMARY
Manages, plans and coordinates staff actions of bus operators, service supervisors, clerks, janitors, or box pullers at the garage level. Manages all bus operations in the service area and ensures that a high quality of safe, on-time and clean transportation service is rendered to the community. Communicates with other Managers to work as a team to ensure quality service.
PRIMARY RESPONSIBILITIES
• To reduce absenteeism, interviews employees upon return from absence to ascertain reason for absence and authorize employee to return to work.
o Also interviews employees when violations of policies or procedures or accidents occur, or upon receipt of a complaint from employees or customers.
o Determines appropriate course of action that is within Authority and Union guidelines, up to and including recommendation for discharge.
o Retrieves, updates, and maintains transportation personnel database as a resource in conducting interviews.
• Supervises and counsels assigned employees regarding work assignments, performance and procedures.
o Receives grievances from the union as assigned. Interviews employees and holds discussions with union representatives.
o Prepares grievance responses at the first level of the grievance process.
o Responds to routine union issues, occasionally through interaction with Employee Relations.
• Ensures safe, on time performance, and responds to interruptions or delays in bus operations.
o Ensures timely performance and restoration of service when delays occur by creating alternate routes, setting up shuttles and dispersing supervisors to problem areas.
o Travels to the site of accidents and to emergencies to supervise the bus service personnel and operations.
o Works to prevent accidents and reduce injuries by: observing and identifying problem areas, performing safety audits, investigating incidents, enforcing safety regulations and recommending corrective measures.
• Observes and evaluates the performance of operating staff and service supervisors in the field for compliance with policies and attainment of performance indicators in a variety of ways (i.e., direct observation, riding buses or trains, standing on street, etc.). Identifies and responds to performance deviations and determines course of action to correct problems, including progressive disciplinary actions and recommendations for additional training.
• Investigates violations of rules, regulations, and operating procedures by operating and supervisory personnel to determine appropriate corrective action to decrease volume of complaints. Observes operations and recommends service improvements to maintain and increase ridership. Responsible for efficient daily service by ensuring that vehicles are clean and safe. Strives to ensure optimum customer service.
• Coordinates service with special city events in conjunction with the CPD to ensure service levels can handle large volumes or riders. Interacts with customers in the field to meet service needs.
• Assists the Senior Manager in the development and administration of bus garage operations, departments, programs, policies, mission statement, goals and objectives. Plans and supervises manpower requirements to meet operation levels. Tracks any overtime expenditures.
• Performs duties of Senior Manager, Bus Operations, in the Manager's absence. May assist the Senior Manager in vault operations, serving on various task forces and/or oversee the daily garage operations. Responsible for the management of various projects as assigned (i.e., Accident Reduction Program).
• Hires, trains, develops, monitors, and evaluates performance of staff. Reviews and recommends personnel actions for approval.
• Performs related duties as assigned.
MANAGEMENT RESPONSIBILITIES
Reporting to this position are the following jobs:
Job Title
• Bus Operators (FTP, PTP)
• Bus Service Supervisors
• Clerks
• Cash Box Pullers
CHALLENGES
• Must deliver on time, clean, safe, and friendly service while addressing challenges presented by traffic, weather, emergencies, and other agencies in order to meet the needs of internal and external customers.
• Must be able to remain calm and able to direct people in emergency situations.
• Works with peers as a team to accomplish goals.
EDUCATION/EXPERIENCE REQUIREMENTS
• Bachelor's Degree in business administration or a combination of education and experience relating to position.
• Five (5) years of experience as a Bus Operator, Bus Service Supervisor or Bus Instructor, or five (5) years equivalent management position.
• Three (3) years of business process experience.
• Experience in conflict resolution and customer service.
• Experience in interviewing employees regarding accidents, complaints, grievances and disciplinary actions.
• Must possess a valid driver's license.
• Required to maintain current Bus Safety Training certification.
• Required to maintain current Operating Certification.
• Must complete Rail Safety Training, and maintain current Rail Safety Training certification.
PHYSICAL REQUIREMENTS
• Must tolerate extreme weather conditions without adverse reaction and long, intense work periods without relief.
• Stamina and strength to spread salt, troubleshoot equipment and clear flooded viaducts necessary.
• Must function well under pressure and be able to multi-task with consistent accuracy.
• Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.
• Service Area Requirement: Exempt (Non-Union) employees must live within the boundaries of the CTA Statutory Service Area either at the time of employment or within 6 months of beginning employment at CTA.
KNOWLEDGE, SKILLS, AND ABILITIES
• Basic knowledge of transit operations involved in moving people by bus, including city layout.
• Basic knowledge of policies, procedures, or strategies to promote effective local public safety.
• Intermediate knowledge of business process management.
• Intermediate knowledge of administration and management principles.
• Advanced knowledge of customer and personal service principles.
• Advanced skill in conflict resolution.
• Intermediate skill in basic computer operations, including word processing, spreadsheet, email, and database software.
• Must be organized and detail oriented.
• Ability to provide excellent customer service.
• Ability to prioritize customer's needs, authority requirements, and FTA regulations.
WORKING CONDITIONS
• Abnormal working conditions in office and field as directed by internal and external customers' needs.
• Must be able to traverse subway, elevated, street level right-of-way and yards in various weather conditions.
• Must be able to climb on/off trains and operate manual switches when working in the field.
• Must travel throughout CTA service area when monitoring the performance of assigned personnel.
• Subject to normal garage/shop and subway conditions such as noise, dust, moving vehicles, etc. when visiting field locations.
• Required to work in the presence of 600 volt DC electrical current.
• On call 24/7 for emergency response.
• May be required to work 12 hour/7 day shifts in emergencies.
EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
• Radio, car, cell phone, computer, telephone, supervisor's guide, CTA and FTA forms, sewer puller, digital camera, schedules, maps, emergency call lists, basic office machines and many other supplies utilized to perform day-to-day operations.
