Head of Customer Service Operations

Operations Supervisor (Service Operations Supervisor) - NRTA
Operations

Full-Time

On-site

Keolis is hiring Operations Supervisor (Service Operations Supervisor) in Nantucket, MA.

Hourly Wage: $34.00

Computer literate to include intermediate experience with MS Office products is required.

Prior experience with dispatching software systems is preferred.

Strong organizational planning skills.

Ability to work without direct supervision.

Ability to read, write and speak English.

Ability to work flexible schedules that may include nights, weekends, and holidays.

Strong analysis and problem-solving skills required.

Service Dispatching Oversight

Monitor daily fixed-route service performance using Computer-Aided Dispatch (CAD), Automatic Vehicle Location (AVL), radio systems, and other operational technology.

Track route adherence, schedule performance, service interruptions, and headway management.

Identify service disruptions and implement corrective actions to maintain service reliability.

Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.

Provide real-time operational guidance and support to bus operators.

Respond to operator requests, questions, and service concerns.

Ensure operators comply with schedules, operating procedures, and agency policies.

Receive and document accidents, passenger incidents, vehicle breakdowns, security concerns, and emergency situations.

Coordinate responses with maintenance personnel, emergency services, law enforcement, and management.

Maintain accurate records of operational incidents and service disruptions.

Maintain continuous communication with operators, supervisors, maintenance staff, and management personnel.

Manages Paratransit and Microtransit Schedules, ensures proper vehicle supply and fast response to trip requests within prescribed time windows.

Meets with Bus Operators on a regular basis to discuss overall performance, provides support and coaching needed to do the job successfully.

Issues corrective action when required in relation to Bus Operator performance.

Reinforce safety practices, customer service standards, and agency policies.

Conduct route observations and performance evaluations as assigned.

Assist with employee training, mentoring, and development initiatives.

Field Supervision Oversight

Conduct field observations of fixed-route operations to ensure safe, efficient, and reliable service.

Monitor operator performance, customer interactions and adherence to established procedures.

Evaluate on-time performance, schedule adherence, and service quality.

Respond on-site to accidents, customer complaints, service disruptions, security incidents, and emergencies.

Coordinate with emergency responders, law enforcement, maintenance personnel, and management.

Training Support

Assists with Student Bus Operator training as assigned by the department manager.

Assists with Bus Operator re-training and refresher training as assigned by the department manager.

Ensure accurate and complete documentation of all training activities in accordance with company and agency standards.

Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;

Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.

Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand‑held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.

Office Staff may work indoors in air‑conditioned or well‑ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Employment will also be contingent upon completion of abackground check consistent with applicable federal, state, and/or local laws.

By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities wherewe operate.

Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact View email address on click.appcast.io complies with federal and state disability laws and provides reasonable accommodations to qualified applicants.

Keolis does not sponsor visas for this position”