 |
| Location: |
Florida-Miami |
| Req. Number: |
90031106 |
| Description: |
Position: Operations Supervisor (1) (Eff 11/04/09)
Department: Transportation
Location: Miami, FL
Rate of Pay: $2,454.57 Per Pay Period
Position No.: 90031106
Internal & External
THE SAFETY OF OUR PASSENGERS, OUR EMPLOYEES, THE PUBLIC, AND OUR OPERATING ENVIRONMENT IS OUR HIGHEST PRIORITY
AMTRAK EMPLOYEES MUST SUBMIT A JOB OPPORTUNITY APPLICATION NRPC FORM 1764 TO BE CONSIDERED
Summary of Duties:
Provides leadership, support, and assistance to on-board and station employees as appropriate to support service quality objectives. Observes, audits, and measures customer service performance levels, closely coordinating with divisional management. Identifies and recognizes employees who provide excellent customer service, verbally and/or in writing. Performs extensive pre-departure and post-arrival inspections of passenger equipment in an effort to provide clean and serviceable equipment. Reports equipment defects and/or cleanliness issues. Responsible to assess and review performance levels with the employee service delivery team (including, but not limited to, on-board and station service, and train crew performance in areas that directly pertain to customer service delivery. Coaches, counsels, and mentors employees, and appropriately documents situations involving employee performance deficiencies to support the successful resolution of incidents requiring corrective action. Will take action to initiate the discipline process, for example, by writing charges or holding notices of intent meetings. Acts in conjunction with divisional management to support the discipline process, process, for example, by serving as a witness in a formal hearing to give testimony as required.
Submits detailed, well-written service evaluations and proposals. Utilizes TDRS for entries involving employee performance issues. Recommends actions to improve either service and/or business performance levels related to costs and/or cost recovery of a particular route or routes. Understands regulatory requirements, including Amtraks policies and procedures regarding employee and passenger safety.
During each tour of duty, has authority to address employee performance shortcomings and give praise to employees working in crafts that deal directly with customers.
Education (must have):
High School Diploma or G.E.D. equivalent.
Work Experience (must have):
Extensive experience in passenger/customer service or equivalent and be able to demonstrate examples of how I prior positions the applicant was able to improve customer service within a team, organization, and/or company. Knowledge of revenue and accounting procedures, including the ability to evaluate and audit packets for lead service attendants working dining or lounge/café cars. Proven record of leadership and motivational abilities.
Work Experience:
Preferred extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for stations and on-train employees.
Other Requirements:
Knowledge of quality assurance and FDA polices, and Drug and Alcohol statutory requirements. Demonstrates proficiency in computer skills and Microsoft Office applications.
Communication skills:
Must be able to communicate well with all levels of personnel, including managers and subordinates as well as passengers and peers.
Travel: 50%
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| Hiring Range: |
-
Annually |
| Last Date to Apply: |
11/12/09 |
| Position Type: |
Permanent |
| Job Category: |
Transportation |
| Years of Experience: |
1 - 5 |
| Travel Requirements: |
25-50% |
| Relocation Benefits May Apply: |
No |
| Classification Agreement: |
No |
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