Dispatch Manager - Paratransit Services - Vectour Group
Atlanta, GA 30318
About the Job
Service Quality Manager – Paratransit Services (MARTA Mobility)
Vectour is seeking a dynamic and experienced Service Quality Manager to join our team and oversee all aspects of service operations related to MARTA’s Mobility services. The Service Quality Manager will play a key role in ensuring the highest level of customer satisfaction, service reliability, and performance. This position is responsible for managing and leading a team of customer service representatives, dispatchers, and schedulers while implementing strategies that enhance service delivery, meet performance targets, and foster continuous improvement.
Company Background
Vectour Group (Vectour) is a leading transportation management and facilities support services company. With history dating back over 40 years, Vectour’s roots are in the transportation industry. Vectour is a provider of exceptional transportation, staffing, facility support, and outreach engagement services with a mission to be a trusted service provider.
We hire individuals who make safety and customer service their top priorities. If you have the drive, confidence, and determination to succeed, Vectour Group (Vectour) is looking for you! Every member of this diverse team is essential to our success.
Primary Duties and Responsibilities
Oversee the daily operations of MARTA Mobility paratransit services to ensure compliance with service quality standards.
Lead, coach, and develop a team of customer service representatives, dispatchers, and schedulers to meet organizational goals.
Establish and monitor performance metrics, ensuring consistent service quality, customer satisfaction, and retention.
Identify opportunities for process improvements and implement effective solutions to enhance service delivery and operational efficiency.
Develop and maintain training programs that promote a culture of excellence and continuous learning.
Collaborate with internal teams to ensure smooth service coordination and address any service disruptions promptly.
Monitor customer feedback and address concerns or complaints in a timely and professional manner.
Prepare and present reports on service performance, including KPIs, compliance, and customer feedback.
Ensure adherence to safety standards and compliance with all relevant regulations.
Qualifications & Skills
Bachelor’s degree in Business Administration, Transportation, Operations Management, or a related field (or equivalent experience).
Minimum of 5 years of experience in transportation services, with a focus on paratransit or mobility operations.
Proven leadership experience in managing service operations and leading diverse teams.
Strong understanding of performance management, service delivery, and quality assurance practices.
Excellent problem-solving skills with a proactive approach to identifying and addressing operational challenges.
Strong communication and interpersonal skills, with the ability to work collaboratively across teams.
Experience with data analysis and reporting to monitor service performance and drive improvements.
Knowledge of federal and local regulations related to paratransit services, including ADA compliance.
Benefits
Vectour is proud to offer:
Competitive Pay
Advancement Opportunities
Medical, Dental, Vision, Disability and Life Insurance
401K With Employer Match
7 Paid Holidays
Paid Sick Leave
Paid Vacation
Great Coworkers!
Salary
$25.00 - $27.00 per hour
Paid biweekly
Proposed Hours Travel
Monday – Friday 40 hours per week
1040 Brady Avenue NE, Atlanta, GA 30318
Disclaimer
The duties and responsibilities listed above are subject to change and may not reflect all tasks required. You can expect that as Vectour continues to grow and evolve, certain tasks may be re-distributed to concentrate skills. Any change in duties and responsibilities will be discussed with you in advance.
Vectour Group is an equal opportunity employer and by doing so we will sustain and promote an inclusive culture that supports future growth for all. We aspire to have a culture where all people thrive and grow forward. We strive to attract and retain a diverse workforce therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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