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Manages, plans, and coordinates staff actions and performance of rail operations personnel at the route/terminal levels. Supervises operations in the respective service areas to ensure the highest quality of safe, on-time, clean and friendly transit service. Effectively and efficiently addresses service challenges presented by weather, service emergencies and normal day-to-day operations to ensure that the needs of the internal and external customers are met.
Qualifications
PRIMARY RESPONSIBILITIES
Supervises and provides mentoring support to employees regarding work assignment, job duties and responsibilities, including the performance and procedures associated with job functions.
Investigates violations of rules, regulations and standard operating procedures.
Conducts interviews of employees when violations of the Authority’s rules, regulations, policies and procedures occur.
Determines and administers the appropriate course of action in accordance with the established guidelines of the Authority and Local Union.
Maintains the appropriate tracking documents as a resource to record/document interviews that have been conducted.
Manages staff to ensure safe and high quality customer service is met.
Travels to accident and emergency sites to supervise, rail service personnel and their operations.
Works to implement campaigns to prevent employee and passenger accidents through observations, safety audits, accident/incident investigations, and monitoring compliance with safety regulations.
Recommends corrective measures to prevent accidents, reduce injuries, and minimize customer service complaints.
Communicates alternate routes, advises on shuttle service, and works in conjunction with management staff to ensure that staffing needs are met.
Answers customer service questions and resolves customer complaints on the field.
Observes operations and recommends service improvements to maintain and increase ridership.
Collaborates with employees and communicates externally and internally to handle employee matters.
Reviews and investigates employee grievances and complaints.
Decides to accept or deny requests through investigation, employee interviews, and discussions with local Union representatives.
Prepares grievance responses at the first level of the process.
Responds to routine union questions and concerns directly and/or through interaction with other internal entities.
Observes and evaluates staff and supervisor performance for compliance with rules, regulations, and standard operating procedures (i.e., employee contact, line rides, station inspections). Identifies and responds to performance deviations and determines the corrective course of action. This includes conducting investigations in regards to customer service complaints and monitoring revenue collection in regards to ensure staff compliance.
Serves as first level CTA contact, attends community meetings, and interacts with governmental and city agencies to monitor special events and coordinate service to ensure service levels will be met. Communicates this information to senior management.
Hires, trains, develops, monitors, and evaluates 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
- Tower Worker, Switch Worker, Rapid Transit Operators, Flaggers, Information Specialists, Transitional Return to Work (TRTW) Employees.
- Universal Rail Supervisors
- Rail Clerks
- Project Specialists
CHALLENGES
- Designing and enforcing safety and service procedures to ensure the highest level of rail service reliability.
- Providing safe, on-time, reliable service to community while balancing personnel and budget restraints.
- Remaining calm at all times and in a multitude of different situations.
EDUCATION/EXPERIENCE REQUIREMENTS
- Bachelor’s degree in a related field or a combination of education and experience relating to position.
- Three (3) or more years of experience preferably in the fleet and/or transportation industry and project management experience with a strong customer service focus, plus two (2) years in a supervisory role related to the responsibilities of the position.
- Experience in transit operations.
- Experience working in a multi-union environment.
- Valid State of Illinois Driver’s license.
- Once hired, it is expected that incumbent successfully complete a rail operations familiarization program within six (6) months.
- Required to maintain current Rail Safety or Train Operating Certification.
PHYSICAL REQUIREMENTS
- When in the office environment – requires sitting for extended periods of time, standing, visual acumen, manual dexterity, and fingering for working with computer keyboards.
- When in the field – must be able to tolerate extreme weather conditions and long intense work periods.
KNOWLEDGE, SKILLS, AND ABILITIES
- Detailed knowledge of operational characteristics, services, and activities of a comprehensive transportation system.
- Detailed knowledge of transit passenger and employee safety principles.
- Working knowledge of procedures and requirements for record keeping and reporting of incidents, emergencies, labor hours, and related topics.
- Working knowledge of public transit rail operations and administration.
- Strong employee interviewing skills in regards to accidents, complaints, grievances, and disciplinary actions.
- Strong conflict resolution and customer service skills.
- Strong, written and oral, communication skills.
- Intermediate computer skills (Microsoft Office Suite preferred).
- Ability to direct people during an emergency situation calmly and with ease.
- Ability to research, analyze, and prepare reports on rail operations
WORKING CONDITIONS
- Subject to adverse weather conditions related to outside work on CTA platforms, terminals and rail yards.
- Subject to being on-call 24/7 and must be available for emergency calls 24 hours a day, seven days a week.
- Splits time working in rail yards, terminal platforms and office environment.
- Works in close proximity to moving vehicles and energized third rail. Required to walk in yard areas where footing may be uncertain.
- Works various hours and shifts subject to change weekly.
- Vacation and other time off requests are limited in periods of special events and seasonal weather alerts.
EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
- Standard office equipment.
- Required to carry and respond to a company issued cellphone at all times.
- Required to carry and respond to radio calls while on duty.
Additional Details
Please note, employees and/or union members will be given priority consideration in the hiring process, per the applicable labor contracts.
Final salary will be determined in part by the qualifications of the selected candidate and may be higher or lower than target.
Applicants, if hired,must comply with CTA’s residency ordinance.
CTA IS AN EQUAL OPPORTUNITY EMPLOYER
No employee or applicant for employment will be discriminated against because of race, color, creed, religion, sex, marital status, national origin, sexual orientation, ancestry, age, unfavorable military discharge, disability or any other status protected by federal, state, or local laws; except where a bona fide occupational qualification exists We are committed to providing an inclusive environment for our workforce and supporting the communities we serve. CTA will make reasonable accommodations for the known disabilities of otherwise qualified applicants for employment as well as its employees, unless undue hardship would result. If you require an accommodation in the application or hiring process, please contact arc@transitchicago.com prior to the submission of your application or upon notification of your actual test date. CTA will work with you to determine if an accommodation can be provided.
Primary Location: USA-Illinois-Oak Park
Job: Rail Operations
Job Posting: Nov 5, 2021, 9:18:33 AM
Position Type: Full-time Permanent (FTP)