GENERAL SUMMARY:
Manages the daily the operation of DART?s Transit Center Services Section to include management of subordinate personnel, scheduling of Station Monitors and Transit Center Services Supervisors, developing goals and objectives, budget management and work plan/project management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Supervises, trains, directs, assigns and coordinates the activities of the Station Monitors and Transit Center Services Supervisors. Completes performance critiques and counsels subordinate personnel in accordance with DART policies and procedures, administers corrective/disciplinary action, as appropriate.
2. Manages staff involved in the work assignment processes to assure efficient staff utilization and daily service requirements are achieved. Assigns shifts in accordance with established policies, work rules and procedures. Assures appropriate communicate regarding work assignment is posted on time and is assigned in an efficient manner.
3. Oversees all mark-up processes (general, partial, holiday, and vacation) to assure they are conducted in accordance with established policies and practices.
4. Oversees established training and quality programs. Assures staff is adequately trained in performing daily duties and in providing excellent customer service. Counsels and advises the senior manager on operating procedures.
5. Assists in the implementation of DART programs, strategies and policies, ensuring program compliance. Monitors the implementation of procedures relative to DART workers? compensation, Family and Medical Leave Act (FMLA) and Short-Term Disability Programs.
6. Coordinates the availability of public information to the operators for distribution to customers; assures maintenance of bulletin boards as well as other official postings for operators.
7. Coordinates response to routine service issues and problems. Investigates customer complaints, counsels personnel and provides upper management with pertinent information to facilitate appropriate action.
8. Prepares and reviews computer and manually generated reports on a daily basis, to include customer complaints, payroll, and attendance. Assists with the preparation and monitoring of the division?s budget and performance standards. Participates in periodic budget reviews.
9. Identifies, oversees the development of and ensures staff is adequately trained to perform all required job duties. Meets and confers with senior manager regarding staff?s strengths and weaknesses. Submits recommendations to address deficiencies.
10. Attends meetings delegated by senior manager. Participates in planning, coordinating and presentation of monthly employee meetings.
11. Performs other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

1. Bachelors Degree from an accredited college or University in Business Administration, Public Administration, Human Resources Management, Education, Urban Planning, or related field.
2. Six (6) years of operations experience, including three (3) years of progressively responsible supervisory experience; at least one (1) year is preferred as a station monitor and a minimum of two (2) years working in positions requiring extensive customer service interactions.
3. Must possess a valid Texas Drivers License, no Driving While Intoxicated (DWI) convictions within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of moving violations within last thirty-six (36) consecutive months on driving record in order to operate DART non-revenue vehicles.
4. Proficiency with personal computer (PC) and software applications to include Windows, spreadsheet, word processing and database.
5. Ability to be dedicated to meeting the expectations and requirements of internal and external customers.
6. Ability to provide challenging and stretching tasks and assignments to direct reports; supports equal and fair treatment and opportunity for all; cooperates with the developmental system in the organization.
7. Ability to write clearly and succinctly in a variety of communication settings and styles.
8. Ability to settle disputes equitably; can find common ground and get cooperation with minimum noise.
9. Ability to blend people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; defines success in terms of the whole team.
10. Ability to scope out length and difficulty of tasks and projects; measures performance against goals.
11. Ability to use rigorous logic and methods to solve difficult problems with effective solutions.
12. Ability to figure out the processes necessary to accomplish tasks; can facilitate effective brainstorming and build consensus among team members; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently.

WORKING CONDITIONS:
Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V