Dispatch/Controller

Position Overview

Transdev in Phoenix, AZ is seeking a Dispatcher/Controller responsible for overseeing road service operations, coordinating with bus operators, and delivering exceptional customer support. This role involves managing emergency situations, documenting service incidents, and ensuring high-quality transit delivery in a unionized environment. Location: Phoenix, AZ, Compensation: $48,000 – $51,000 per year, Schedule: Full Time.

Key Responsibilities

• Oversee road service assigned carriers by tracking trip performance measures and ensuring routes begin on time while monitoring incidents and overall performance.
• Provide customer support by responding to inquiries about trip issues including no shows, cancellations, and missed trips.
• Manage emergency situations for vehicle operators and act as a liaison between carriers and emergency services.
• Review daily route performance and proactively respond to any issues that impact customer service.
• Provide verbal direction to Bus Operators and assist Road Supervisors, Police, Fire, and other City Agencies as needed.
• Intervene using available resources to ensure the safest and highest-quality service is delivered.
• Collaborate with local Transdev divisions and Clients regarding service interruptions, performance issues, detours, bus stop concerns, and service capacity.
• Document service incidents, including accidents, medical events, mechanical issues, and other noteworthy events in the designated systems.
• Identify operators in need of retraining or disciplinary action and refer them to the appropriate Operations Manager.
• Support Bus Operators regarding safety, revenue service, and scheduling to ensure excellent transit delivery.
• Manage revenue bus service, radio communications, vehicle fleet management, and extra-board operators in accordance with company policy and union agreements.
• Utilize Microsoft Applications, Clever CAD mapping software, and HASTUS to perform tasks efficiently.
• Coordinate with Police, Fire Departments, and other agencies for both emergency and routine transit safety situations.
• Make on-the-spot analyses and decisions within the realm of authority, company policy, and labor agreements.
• Work varied hours, days, and shifts as needed including filling in when necessary.
• Perform other related duties as assigned.

Required Qualifications

• High School Diploma or GED.
• 3-5 years’ experience in dispatching.
• Excellent verbal, interpersonal, and customer service skills.
• Proficient in Microsoft Office, Clever CAD mapping software, and HASTUS.
• Ability to work effectively with minimal direct supervision and adapt to dynamic situations.
• Strong understanding of transit operations including routes, schedules, fare structures, and relevant policies.
• Ability to type at least 35 WPM.
• Knowledge of two-way radio systems.
• Must be able to work shifts or flexible work schedules as needed.
• Subject to DOT drug testing and physical if applicable.

Preferred Qualifications

• Technical Degree is preferred.
• Familiarity with the Metropolitan Phoenix area.
• Knowledge of or ability to learn working systems of buses.

Benefits & Perks

• Vacation: minimum of two (2) weeks.
• Sick days: 5 days.
• Holidays: 7 days.
• 401(k) retirement plan, medical, dental and vision coverage, life insurance, short-term disability, and voluntary long-term disability.