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.
Reporting to this position are the following jobs:
KNOWLEDGE, SKILLS, AND ABILITIES
EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
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 email@example.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)
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